Always follow the settings procedure policy when dealing with complaints. Complaints may be telephoned in, emailed or in person and there will be a different protocol and timescale to follow.
When dealing with a complaint face to face keep calm and listen. The person complaining may be angry and I need to stay calm ensure they can see I’m listening and never raise my voice and avoid it escalating. If the discussion is infront of others try to move it somewhere that is more confidential, trying to move the discussion may also help if the person is very angry or upset. Gives them a couple of minutes to calm down while you re-locate. Always show that you’re listening and giving them your whole attention, never look dismissive. Reflect back on what they’ve said repeating back key points so they can hear you’ve understood and listened to what they’ve said. It also helps highlight if I’ve misunderstood a point so they can correct me. Always apologise if I am in in the wrong, misunderstood or forgotten an instruction. Explain what actions I can take to correct the situation. For example a parent asked me to not give their child any sweet foods. Another child had brought in a cake for their birthday and I had forgot to write the parents wish on the board, leading to the child eating some cake. I could apologise, admit fault and ensure the parent that the notice would instantly be placed on the appropriate board. The next day when they dropped the child off I could have a private talk with the parent/carer and show that it is now on the board and I did follow up and correct the mistake. In some cases an explanation or apology will not resolve the situation. Discuss a compromise that suits everybody to bring out a win/win solution. The main thing when dealing with complaints is to stay calm, listen and to be tactful, don’t make any personal comments that may cause the situation to escalate. Choose my words wisely and think before I speak.
You May Also Find These Documents Helpful
-
Being clear on key points – Good , clear communication is vital when you are; giving information, discussing key issues to support learning, reporting an incident or issue, discussing concerns or giving feedback. You should always check that the other person is clear what you have said at the end of the discussion. It is very easy to get distracted from the main points, always summarise key points at the end of the discussion and ask the children questions to clarify and check their understanding, or get them to repeat back to you what they need to…
- 528 Words
- 3 Pages
Satisfactory Essays -
I mustn’t ignore the complaint or make any comments or any judgments. I must behave in a professional manner at all times and I must take the complaint seriously. If I was to receive a complaint from a person I supported or a member of their family, I would follow my Company’s Policies and Procedures that will instruct me on what actions I should take. I would ensure that all complaints were discussed in a confidential setting, and I would ensure the individual that their complaint would be handled/acted upon straight away.…
- 420 Words
- 2 Pages
Satisfactory Essays -
The imporatnce of recognisning and resposnding to concerns is about the childs safety and wellbeing. If i had any concerns about a child i would always tell my safeguarding officer or the headteacher of my school. First instance would be to share it with the class teacher followed by a report to SENCO. Once i had raised my concerns and spoke to someone professionally i would note their name and the date I spoke to them for evidence which will be taken into consideration when my observations get taken up. I would then notify the childs parent/s.…
- 257 Words
- 2 Pages
Satisfactory Essays -
With regards to Thera’s complaints, suggestions and compliments procedures these are regularly reviewed and analysed for quality assurance purposes. Employees who are the subject of a complaint should not communicate directly with the complainant unless accompanied by a senior member of staff or requested directly to do so by the complainant. Where the complaint gives rise to concerns regarding the wellbeing of one or more of our service users serious consideration must be given to suspension of the person or persons who the complaint is directed at, an investigation must be initiated immediately in order to identify any risk to the health and welfare of the individual involved.…
- 604 Words
- 2 Pages
Good Essays -
You should always maintain a professional and polite attitude with all ages of children and young people. When working with children and young people you will deal regularly with disagreements. When children have had or are having a conflict you should always go back to how it began and find out what has happened, you will need to listen to all sides and form other children present who was to blame if anyone, decide if there are any apologies needed and any further action you may need to take. Children will need to be taught how their feelings affect their behaviour and how things they do affects others. You may also be faced with conflicts with/between other adults. When these situations arise you should try to resolve the problem and always show sensitivity towards those involved. If you feel the situation requires further action you may need a mediator, you should consult your manager and explain what has happened to cause the conflict. It is impossible to work in a tense atmosphere, the children will pick up on this and it is unlikely the problem will go away without action taken. Schools should have a grievance policy in place to provide you with…
- 626 Words
- 3 Pages
Good Essays -
In my area of work as a nurse and Manager at Carson House it is imperative that the staff and I adhere to the complaints policy.…
- 2534 Words
- 11 Pages
Powerful Essays -
This policy outlines the expectations of all behaviour, how to deal with the challenges staff come across and the steps we should take in dealing with any given situation.…
- 479 Words
- 2 Pages
Satisfactory Essays -
Communication is crucial for developing positive relationships with children, young people and their families, colleagues and other professionals. It is a process by which two or more people exchange ideas, facts, feelings or impressions in ways that each gains a common understanding of the message.Effective communication is a two-way process - sending the right message, that is also being correctly received and understood by the other person. It is essential that there is good and effective communication taking place within the setting. Daily tasks will only be successful with correct transfers of information. It is important that there is effective communication between staff members. This will help keep positive relationships and improve the quality of work. Staff that do not feel as if they have good communication with their managers may not be as efficient with their work. Effective communication skills are also needed to encourage staff to talk about what we are feeling, to say what we think or to express our needs, concerns, or preferences. Positive verbal and non-verbal communication skills, such as being friendly, smiling, greeting parents and staff politely, are required on a daily basis to show that we care and are there to support the children.…
- 995 Words
- 4 Pages
Satisfactory Essays -
Communication the ability to understand and carry out verbal and written instructions accurately, one of the many different aspects to a practitioner’s role when supporting children’s learning skills. Communication involves listening, questioning, understanding and responding using them to interact with children, their families and your colleagues. When communicating with young children attentive listening is very important as some children’s needs might be better understood by what they don’t say but by the feeling their facial expression show or body language express. Body language and facial expressions will also help in understanding the child’s feelings. Tone of voice, volume and clear pronunciation are the main principles of communication using these correctly can express all matters of emotion such as when praising a child using a sincere tone of voice will reinforce this action. When working with mature young people try to communicate at they level and try to avoid physical contact with them. Always maintain eye contact and interest, responding to what they are saying and treat them with respect and courtesy. Remember always be formal when in school.…
- 1806 Words
- 6 Pages
Powerful Essays -
Give time to the service user to explain their complain and listen carefully. Make sure you record…
- 440 Words
- 2 Pages
Satisfactory Essays -
A few tips to better communication are to help the child to find solutions. Listen carefully and respectfully and get down to your child’s level, physically.…
- 359 Words
- 2 Pages
Satisfactory Essays -
When managing disagreements with children and young people you should make sure that everyone involved has their say. Otherwise one child may feel victimised. The rules should be lay down and it should be made clear that there will be consequences for anyone who breaks the rules. It may be that both parties are at fault. For example if two young people get into a fight and child A (Max) says child B (Daniel) hit them first, you would say that max should not have hit Daniel but Daniel should have come to a teacher instead of taking matters into his own hands. It is important that the children understand where it went wrong and what they should have done in that situation. Communication is very important in any…
- 2623 Words
- 11 Pages
Good Essays -
4. Understand the basic principles and practice of advocacy, empowerment and active participation in relation to supporting individuals with learning disabilities and their families…
- 711 Words
- 3 Pages
Good Essays -
It is important to adapt communication to include all children. In my class the children are always greeted with a smile, good morning and how are you today. Some of the children have news to tell you. I get down to their level and have eye contact and listen to what they have to say. I always show interest in what they are saying as it boosts their confidence and shows that you care. When talking to the children I use the level that the child I’m talking to can understand as some of them you have to use short sentences as they can’t handle to much information. When talking to adults I always speak clearly and use positive body language like smiling. I’m always friendly to all member of staff or anyone I come into contact with. The school has an open door policy so parents/carers are always popping in and I know a lot of them. So I’m always respectful and friendly and often hold conversations with them. We also have to make phone calls home so I am polite and friendly and sometimes have to be sympathetic.…
- 1929 Words
- 8 Pages
Good Essays -
Communication is a two way process. It’s just as important to listen to the child/colleague/parent as it is to communicate verbally with them. Good communication is vital as it can prevent misunderstandings and unnecessary worry.…
- 361 Words
- 2 Pages
Good Essays