Complaints Coach

My Complaints Coach Programme

This is an on-line programme which incorporates all you need to know about complaints.

The focus will be on early resolution of concerns and complaints, using practical models and tools for practice.  A key part of the programme is exploring our own values and triggers and how we respond when on the receiving end of criticism, concerns and complaints.    

We will explore how to communicate at our best, apply the power of apology and appreciate positive and effective language in both verbal and written responses.  

By understanding why people complain using a non-judgemental perspective, we will develop skills and confidence to respond with compassion and empathy. 

The programme will support you to proactively listen, learn and act on concerns and complaints.  We will also support you to be kind to yourself when on the receiving end of challenging conversations including anger and high conflict.

You will have unique access to the Arx, an on-line depository where all the resources will be available to you indefinitely.  Each week, the notes and slides, videos and handouts are posted and made available to you.

Quote from New South Wales Ombudsman

Quotes from previous participants on the course

Who can join?

The programme is suitable for anyone in a public facing or service role including those who manage a team or are in a leadership role which includes managing complaints.

The course will be delivered on-line using a variety of engaging methods including small group and plenary discussions, case studies and multi-media such as videos, TED Talks and Podcasts.  We are using the learning platform Arx where resources such as slides, and videos will be available for you.

Delivery

This event will be run online using Zoom.  Please ensure that you are able to access Zoom and have a stable internet connection in the location you intend to participate from.  We recommend that you use a PC or Laptop during the course if possible.

We are delighted to confirm the next Complaints Coach Programme will be starting in March 2025 and we warmly welcome you to join us.  Book here to guarantee your place.

March - May 2025 Intensive Dates

Week 1Tuesday 11th March at 2.00pm – 3.30pm
Week 2Tuesday 18th March at 2.00pm – 3.30pm
Week 3Tuesday 25th March at 2.00pm – 3.30pm
Week 4Tuesday 1st April at 2.00pm – 3.30pm
Week 5Tuesday 8th April at 2.00pm – 3.30pm
Week 6Tuesday 22nd April at 2.00pm – 3.30pm
Week 7Tuesday 29th April at 2.00pm – 3.30pm
Week 8Tuesday 6th May at 2.00pm – 3.30pm
Week 9Tuesday 13th May at 2.00pm – 3.30pm
Week 10Tuesday 20th May at 2.00pm – 3.30pm

Course Costs

Rate – £495.00

Self-funding – £400.00

We have a small number of sponsored places available. 

For further information email dorothy@daprofessional.net or call 0779 1119 830.

My Chosen Charity

I am especially proud to donate a percentage of my profits to North Edinburgh Dementia Care.  NEDC is run by a voluntary board of Directors and they are such a valuable support to those families in the North East of Edinburgh who have been affected by dementia.  They do a truly fantastic job. 

Contact me

Please use the form or email dorothy@daprofessional.net
alternatively phone 0779 1119 830.