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NAME:Community Calendar
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DTSTART:20240331T020000Z
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SUMMARY:Complaints\, resolution & mediation
DTSTAMP:20240319T125455Z
SEQUENCE:0
UID:1485-1-ee2a5ec9cbd1b5a75b4ec5d63ec903ec@www.pslhub.org
ORGANIZER;CN="Sam":noreply@pslhub.org
DESCRIPTION:\n	This course is suitable for anybody who deals with compla
	ints as part of their job role\, or anybody who may have to handle a compl
	aint. This includes dedicated complaints teams &amp\; customer support tea
	ms and managers. \n\n\n\n	A highly interactive and effective workshop to 
	improve confidence and consistency in handling complaints\, we will demons
	trate a simple model to facilitate effective responses\, and delegates wil
	l have the opportunity to practise the use of our unique AERO approach.\n\
	n\n\n	With complaint volumes increasing\, and individual complaints rising
	 in term of conflict and emotional impact\, early resolution and de-escala
	tion are key objectives within healthcare complaints. Mediation is a highl
	y effective alternative dispute resolution approach\, and the skills deplo
	yed by mediators provide useful tools for diffusing complaint situations a
	rising at the point of delivery/interaction. Developing the skills and con
	fidence to explore perspective\, seek to understand the root and true caus
	e of the patients concerns (the complaint ‘iceberg’) and introducing r
	esolution techniques empower teams to increase the chances of achieving a 
	resolution with less detrimental impact on their own and the healthcare te
	am’s wellbeing. Mediation techniques also produce a clearer understandin
	g of the complaint and why the situation escalated.\n\n\n\n	The masterclas
	s explains how mediation works and how techniques can be used effectively 
	within local complaint resolution to develop a person-centred process (for
	 both patient and healthcare professional). Within these key areas\, the c
	ourse will explore how unconscious bias plays a role in complaints and the
	ir resolution. A mediation inspired approach to complaint resolution produ
	ces invaluable insight to help reduce recurring complaint situations\, dev
	elop training and development plans and support the teams on the frontline
	.\n\n\n\n	Key objectives:\n\n\n\n	\n		Improved confidence in using mediati
	on techniques to resolve challenging customer complaints.\n	\n	\n		Use of 
	a methodology to improve consistency in successfully addressing challengin
	g customer concerns.\n	\n	\n		Personal Action plan to take back to my role
	 and my team.\n	\n\n\n\n	Register\n\n
DTSTART;VALUE=DATE:20240509
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