• Training Room

    Management Development: Complaint Investigation Skills
    Provider   Organisational and Staff Development Unit

    The aim of this course is to help participants develop and improve their investigation skills with a specific focus on complaints handling. The course is offered to nominated members of staff who will conduct complaints investigations at Stage 2.

Duration 1 half day

Course Type Workshop

Booking Status Now Booking

Is this course right for me?

Target Audience: Investigating Officers for Stage 2 complaints

The aim of this course is to help participants develop and improve their investigation skills with a specific focus on complaints handling. This course is for members of staff involved in the investigation of complaints and is particularly aimed at individuals who have been nominated as Investigating Officers for Stage 2 complaints under the University's new Complaints Handling Procedure.

Generally, the course will aim to raise awareness of good practice investigation techniques from initial receipt to conclusion and develop staff members skills in conducting investigations and reporting findings. During the course you will be:

  • defining and analysing complaints accurately
  • planning investigations and making best use of information
  • evaluating information and evidence and making sound decisions
  • communicating findings effectively
  • identifying ways of resolving complaints quickly and appropriately
  • overcoming common problems


Delivered By: Jan Lee, Organisational and Staff Development Unit

Prerequisites

CANCELLATION POLICY

When applying for a course, you should note that there will be a £50* to your department if you cancel within 5** working days or you do not attend, and a £25 charge for cancellations/ non-attendance between 6 and 10 working days. There will be no charge for cancellation made 10 or more working days before the event. Notifications should be made to OSDU@strath.ac.uk

A department is welcome to send someone else in your place if they wish without incurring a charge, providing that person has the necessary pre-requisites for the course. In the case of courses split over more than one day, you must attend ALL parts of the course. If you fail to attend any part you will be charged as outlined above.

*This is the standard charge for cancellation or non-attendance of course of 1 days duration or less. For some courses there may be a higher cancellation charge and if this is the case you will be advised of this at the time of booking.

**Any bookings made within 10 days of the event will incur the charges as specified.