Handling complaints
Featured in the The Assertiveness Skills Pack training manual
By Joanna Gutmann
Category: Communication Skills
Credit price: 3 download credits (Single user)
The way in which organisations deal, or fail to deal, effectively with complaints greatly influences the way in which the organisation is perceived, not only by existing clients, but also by the market as a whole.
In this training activity, participants look at the effects of different behaviour styles when dealing with complaints then prepare and practise strategies for handling complaints effectively.
Who is it for: This training resource is intended for use by trainers to enable participants to maintain their assertiveness in the face of complaints and help them to prepare and practise strategies for handling complaints effectively.
- Themes:
- Assertive behaviour,
- Complaint handling,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 12 |
| Typical Duration: | 03:15:00 |
| No of Pages: | 16 |
Resources: View standard resources for Fenman training activities
Additional resources: Video camera, player and TV monitor, Blank video cassettes.
Purpose: This training resource is intended for use by trainers with all staff who wish to improve their assertiveness skills. All participants should have completed, ‘Rights in assertiveness’, and must have taken part in, ‘Behaviour styles’, or have undergone basic assertiveness training, to provide them with the background information and understanding to support this activity.
Download the training activity, Handling complaints as featured in the Fenman training manual; The Assertiveness Skills Pack