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.