Complaints Coach
Welcome to 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 will also use the interactive Google Jamboard. For this reason we recommend that you use a PC or Laptop during the course as it is not as easy to use both platforms at the same time on a smartphone or tablet.
Course Dates
Complaints Coach 02 Intensive – 6th October – 16th December 2021
You have a choice of which lesson to attend and can mix and match each week. Each week learning resources will be uploaded to the Arx site and you have indefinite access. Please see below for our 2021 dates and times.
| Week 1 | 6th October at 10.00am – 11.30am | 14th October at 7.00pm – 8.30pm |
| Week 2 | 13th October at 10.00am – 11.30am | 21st October at 7.00pm – 8.30pm |
| Week 3 | 27th October at 10.00am – 11.30am | 4th November at 7.00pm – 8.30pm |
| Week 4 | 3rd November at 10.00am – 11.30am | 11th November at 7.00pm – 8.30pm |
| Week 5 | 10th November at 10.00am – 11.30am | 18th November at 7.00pm – 8.30pm |
| Week 6 | 17th November at 10.00am – 11.30am | 25th November at 7.00pm – 8.30pm |
| Week 7 | 24th November at 10.00am – 11.30am | 2nd December at 7.00pm – 8.30pm |
| Week 8 | 1st December at 10.00am – 11.30am | 9th December at 7.00pm – 8.30pm |
| Week 9 | 8th December at 10.00am – 11.30am | 16th December at 7.00pm – 8.30pm |
| Week 10 | 15th December at 10.00am – 11.30am | 20th December at 7.00pm – 8.30pm |
Complaints Coach Bootcamp – 6th & 7th December 2021
If you prefer a boot camp approach to learning, the whole programme will be condensed into two full days of activity on-line. You will be invited to complete some pre-course reading and our focus will be applying your learning to practice during the webinars.
Complaints Coach 03 Intensive – 12th January – 24th March 2022
You have the choice of which lesson to attend and can mix and match each week. Each week learning resources will be uploaded to the Arx site and you have indefinite access. Please see below for our 2022 dates and times.
| Week 1 | 12th January at 10.00am – 11.30am | 20th January at 7.00pm – 8.30pm |
| Week 2 | 19th January at 10.00am – 11.30am | 27th January at 7.00pm – 8.30pm |
| Week 3 | 26th January at 10.00am – 11.30am | 3rd February at 7.00pm – 8.30pm |
| Week 4 | 2nd February at 10.00am – 11.30am | 10th February at 7.00pm – 8.30pm |
| Week 5 | 9th February at 10.00am – 11.30am | 17th February at 7.00pm – 8.30pm |
| Week 6 | 23rd February at 10.00am – 11.30am | 3rd March at 7.00pm – 8.30pm |
| Week 7 | 2nd March at 10.00am – 11.30am | 10th March at 7.00pm –8.30pm |
| Week 8 | 9th March at 10.00am – 11.30am | 17th March at 7.00pm – 8.30pm |
| Week 9 | 16th March at 10.00am – 11.30am | 24th March at 7.00pm – 8.30pm |
| Week 10 | 23rd March at 10.00am – 11.30am | 31st March at 7.00pm – 8.30pm |
Course Costs
Rate – £420.00
Early Bird – £360.00
Self-funding – £360.00
We have a small number of sponsored places available.
Secure your place now as numbers will be limited.
How can I join?
To register your interest or for further information email dorothy@daprofessional.com 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
alternatively phone 0779 1119 830.