The Management of Complaints, etc. - The ‘Front Line’ Response Training Workshops
| Target Audience: | First/Front line supervisors and their immediate managers. |
| Aims of Programme: | This programme is specifically tailored to those key members of staff who tend to be the first to be aware of or informed about complaints, untoward incidents or errors and accidents occurring at the point of the direct delivery of core services, or of allegations or suspicions of staff misconduct committed by such ‘front line’ members of staff. Whilst the focus is on immediate and local resolution of such matters, judgment is also required with respect to such instances which either should not or cannot be dealt with at this point but which, instead, need to be speedily channelled into the more senior management tiers for action and resolution. In either event, the immediate actions taken at the ‘front line’ establish secure foundations, credibility and integrity upon which all subsequent management decisions and courses of action are dependent. |
| Learning Style: | The training is workshop-based and takes the form of facilitated learning. The programme enables delegates to explore the nature of the various categories of incidents which they face, the component parts of these matters, and of the appropriate courses of action available to them, action which can be taken in a planned, organised and phased approach intended to deliver the desired outcome. The programme is highly interactive and participative, making use of role-play and ‘real life’ case study exercises in order that delegates acquire and embed the facilitated learning of the event. |
| Outcomes: | Confident and competent first or ‘front line’ members of staff whose role and responsibilities entail the initial management response to such matters. The understanding, knowledge, skills and competencies acquired by the delegates enables and requires them to resolve matters at their level in the first instance, but equally skills them in recognising those matters which either cannot or should not be dealt with at their level and which should, therefore, be dealt with by more senior managers. Against this backdrop, attention is also paid to the key requirement to continue the delivery of core professional services, and of maintaining the morale, motivation and commitment of staff. Delegates complete the programme and return to their duties with the reassurance and support of a set of working models, tools and techniques to assist them in translating the learning of the programme into a professional response and management of real-life situations which they will face. |
| Proposed Dates: | The programme is held throughout the year according to the needs of each client. |
| Number of Participants: | Each workshop comprises a minimum of 10 and a maximum number of 15 delegates so as to ensure that the aims of the programme are fully met. |
| Duration: | The programme is delivered in the form of a 1-day workshop. |
| Cost: | The cost of the service is £1,500 for the 1-day workshop |
| Provider: | Fulcrum Training Services Ltd. |
TO BOOK: complete the enquiry form, or telephone +44 (0) 1732 864808 or email