Handling Complaints (SW10-10-25-1)

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SubjectCommunication skills
DescriptionCascade have been running workshops for business and health professionals for over 10 years. Their innovative style enables them to make the training session interactive without having to resort to role play (NO role play!!!) or any other embarrassing activities. They focus on building skills which can be applied to the workplace in a very practical way but also ensure the learning is good fun. All of their work is backed up by sound functional theory which they make easy to grasp and retain.
VenueAlverton Manor Hotel, Truro - Cornwall  View details
Date & timeMonday 25 October 2010, 09:00 to 17:00
LecturersCarol Brooking & Kit Maher  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Catering Meal
Core topic Not a core topic
CPD hours6:00
Cost£35.00
Aims

To explore how to handle “face to face” complaints with the general public.

Objectives
By the end of the course participants should:
  1. Recognise that their buttons are being pushed when someone complains.
  2. Know how to build good relationships quickly and easily with challenging patients.
  3. Understand how to diffuse a heated emotional exchange.
  4. Be able to develop a ‘win win’ experience with patients.