Building Your Capacity:

Shadowing | Workshops | Coaching | Process Support

Workshops

Holding workshops for selected groups of staff, particularly those involving some practical sessions, can contribute significantly to both the understanding and performance of those dealing with complaints. There are a wide range of potential audiences including:

The content of the workshop will clearly vary according to the audience. We find that a combination of teaching sessions (with handouts for participants to take away), with opportunities to learn and practice skills and discuss local problems and tailored solutions are particularly powerful. Case studies are an excellent way of embedding learning, and real, local examples achieve the greatest impact.