Complaints and Feedback Management Workshop
Managing complaints and feedback well is an essential part of providing a quality service. This workshop will give you the skills and confidence to respond effectively to customer complaints and provides an introduction to the newly developed resources for providers supporting people from culturally and linguistically diverse backgrounds.
These two-hour workshops include:
- What makes a great complaints process when supporting people from CALD backgrounds
- The four A’s of complaints
- Asking powerful questions
- Managing expectations
- How to explore a complaint
- Difficult conversations
- How to encourage people to make complaints
The workshops are facilitated by Kristie Walker, Director of On Track Investigations. Kristie has spent ten years in the public sector managing complaints, running investigations and leading teams across a diverse portfolio mix including health, ageing, energy and water, disability and transport. Kristie is a passionate complaint tragic who believes firmly in the transformative power of effective conversations and robust procedure.
This series of workshops is part of the NDS Risk, Incidents and Complaints Management project for sole, small and medium providers funded by the NDIS Commission. Download the Risk Incidents and Complaints Management interactive PDF for more information and resources.
Who should attend?
Sole, small and medium providers supporting people from culturally and linguistically diverse backgrounds.
|Thursday, 8 September||10.00am to 12.30pm AEST||Online Zoom meeting||Register now|
|Tuesday, 27 September
||10.00am to 12.30pm AEST||Online Zoom meeting||Register now|
|Tuesday, 4 October||10.00am to 12.30pm AEDT||Online Zoom meeting||Register now|
|Tuesday, 4 October||1.30pm to 4.00pm AEDT||Online Zoom meeting||Register now|
|Friday, 14 October
||10.00am to 12.30pm AEDT||Online Zoom meeting||Register now|
|Wednesday, 19 October||10.00am to 12.30pm AEDT||Online Zoom meeting||Register now|