COURSES > SERVICE IMPROVEMENT
Effective Written Responses to Complaints in the Public Sector
Improve Your Written Responses to Complaints
Chaired by
Sue Calthorpe
Available Dates
Date & Time
17 October, 2024
09:25 - 16:15
Venue
Virtual Using Zoom
Availability
Limited Spaces Available
Purchase
Overview
Being able to respond to complaints effectively and empathetically is an incredibly important skill to have within the public sector. It allows you to address the concerns of the public in a timely and satisfactory manner, whilst protecting the integrity and reputation of your organisation.
Attend our long-standing Effective Written Responses to Complaints in the Public Sector training course, led by Communications Expert, Sue Calthorpe, to write more efficient, empathic responses that show the reader they’ve been understood and heard.
Leave the day with best practices from real-life examples, the ability to assess and plan your response, create more compelling responses and be able to summarise complex or sensitive information.
Media & Communications Specialist
Susan works with organisations and individuals to improve their written communications skills.
She worked as a regional and national newspaper journalist before setting up a full-service communications company, now established for 30 years.
She works with public and private sector organisations to help with:
Effective emails
Report writing
Briefings and submissions
Persuasive and influential writing techniques
Promotional writing
Effective complaint handling
Communicating complex information for non-technical readers.
Her recent clients include Legal & General, HSBC, BRIT, the Law ...
Sue Calthorpe
Learning Outcomes
Review successful examples of complaint responses
Find out how you can effectively assess and plan your reply
Appraise the complaints letter writing process in your own organisation
Learn methods to better collaborate with colleagues to develop responses
Utilise the gained skills to create your own roadmap and best practice moving forward
All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified,
with signed certificates available upon request for event.
Enquire About In-House Training
To speak to someone about a bespoke training programme, please contact us:
0800 542 9414
InHouse@moderngov.com
Agenda
09:00 - 09:30 Registration
09:30 - 10:00 Trainer’s Welcome and Clarification of Learning Objectives
10:00 - 10:45 Complaints in the Public Sector: What is Working and What Needs Improving?
Gain an overview of trends and insightnto the most common complaints for public sector organisations
Understand the effects that complaints have on both staff and the people who depend on the level of service they provide
10:45 - 11:30 Analysing Examples of the Good, the Bad and the Ugly Practice
Assess a range of real-life correspondence
Identify best practice and receive expert comments on style, tone, vocabulary, presentation of facts and evidence
11:30 - 11:45 Morning Break
11:45 - 12:45 Assessing and Planning Your Reply
Identify ‘trigger’ points within a complaint
Develop planning tools to create a suitable reply
Understand how correspondents want their complaint handled and what they expect from the reply
12:45 - 13:45 Lunch
13:45 - 14:30 Summarising Complex Information
Introduce a six-part grid to help with this process
Ensure that your response is delivered efficiently
Learn to summarise complex information into a language and structure that can be easily understood
14:30 - 14:45 Afternoon Break
14:45 - 16:00 Creating Compelling Correspondence
In this practical session, create your own best practise with the aid of the trainer.
Identify areas for improvement
Develop your own best practice
Utilise skills developed throughout the day to create letters
16:00 - 16:15 Feedback, Evaluation and Close
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