Course Aim

To raise awareness of potential situations where conflict may arise and to give confidence in handling situations where conflict has arisen. To help give patients who make a complaint a helpful response at the appropriate time

Objectives: - By the end of the training delegates will: -

• Understand how to deal, easily, face to face, with a complaining customer
• Be able to stay calm and find the best resolution to a complaint
• Know how to feel OK about and learn from complaints
• Start to develop an effective protocol for dealing with complaints

Course structure

This course provides 3 hours of verifiable CPD. The course will comprise of group and individual work supported by our tutors.

Certificates will be issued on successful completion.