Scottish Practice Management Development Network


A warm welcome to this series of learning events on Complaints.  The overall aim for this work is to raise awareness and support the development of the knowledge and skills required by practice staff to listen, respond and learn from complaints.  These sessions are Complaints Informed so are relevant to all.

There will be a series of blogs, audios and videos and these will be uploaded to this page below.  

Listen to the first video below on why we are focussing on Complaints.   Learn how to understand and respond to complaints and how to look after your own well being.

In the second of our video talks we explore why values matter both in our personal lives and at work.  We will also explore how values may impact on both your responses and those of complainants.

During our third video we will explore the links between triggers and values and the related neuroscience.  The session will walk you through THREATS and how each element may impact your own and the behaviour of others.

The topic for the fourth of our videos  is Emotions.  During the session we will be building on the previous sessions and will also be exploring the relationship between Emotions and Communication. 

In this session, we will explore the causes and types of conflict.
We will describe conflict styles and the cycle of conflict. Then we
will introduce you to models of conflict and consider ways to
minimise conflict or manage it

This session continues our discussion about emotions as we
specifically discuss empathy.  Why is empathy important? As we all face more adversity and challenge at work, managing our own self-care is more important than ever.

Our topic for the seventh session is Trust.  During the session we will be discussing Trust and the important link to effective communication and respectful relationships. 

In this session we will be looking at Blame – what we can focus on, what we can do and self-serving bias. Many of us are experiencing increased exposure to social toxicity such as rudeness, hostility, aggression and often at the heart of this is our tendency to blame.  

This session is all about language and primarily how language can either escalate or de-escalate interactions when people have a concern or complaint.

The topic for the tenth video is Apology.  Here we will discuss what is an effective apology and how an apology, delivered well can be used to respond skillfully and help to de-escalate complaints.  We will share the elements of an apology and what works well.

This session is about the investigation of complaints using the Model Complaints Handling Standards.  We will provide you with some tips and tools to ensure you carry out a person-centred investigation.

This session is about behaviours.  The way people behave may be because they are vulnerable, stressed or afraid and we may find this behaviour difficult.  We will help you focus on the
behaviour in an objective way, with a number of tools and tips for practice.

This is the second session looking at behaviours we find challenging.  Very occasionally, heightened emotion can escalate to behaviours which cannot be tolerated such as personal verbal and physical aggression. We will be looking at ways to respond to this.

In this final session, I would like you to consider how best you are caring for yourself? We will explore the evidence related to self-compassion and how practising self kindness is worthwhile for you and your team. 

Thank you for taking the time to read these blogs and / or watch the videos.
Please contact me if you have any feedback, questions or comments –