When I'm at work: Solving complaints - Trainer's guide
Chapters
Introduction
- Who is this resource for?
- Aim of the resource
- What is in this resource?
- Structure of the resource
- Your role as a trainer
- Planning the training session
- Delivering the training session
- Evaluating/following up
Who is this resource for?
You do not need to be an experienced trainer to use this resource with supported employees. We have included lots of tips to make sure that you will be able to help supported employees understand the information that they need to know about complaints.
The Training and Assessing and Work Talk resources support this resource, and provide further assistance for you.
This resource has been developed for use with supported employees who are working in a Disability Business Service.
Aim of the resource
The resource provides information and activities that aim to assist supported employees understand a range of issues around workplace complaints.
What is in this resource?
The resource contains:
- this trainer's guide
- the complaints topics on CD-ROM (PowerPoint® slides)
- a learner's workbook
- a fact sheet.
Note: The learner's workbook is designed to be a record of the information that supported employees need in relation to complaints. There are spaces provided in the workbook for supported employees to write their own responses to the debrief questions for each topic, should they wish to do so. The integrity of the workbook will not be compromised if learners do not record their responses.
Slide navigation
- The audio for each slide launches automatically.
- One left mouse click (or a 'page down') launches the next slide.
- To move back, 'page up' to the slide you want, then click on the speaker icon to re-launch the audio.
What else will you need?
You will also need:
- your workplace's complaints policies and procedures
- your workplace's code of conduct
- the Disability Services Standards in Easy English (refer to FaHCSIA's 'Information kit for Disability Employment Services' or access a copy on the Internet at: www.fahcsia.gov.au/internet/facsinternet.nsf/disabilities/services-standards_qa_publications.htm)
- computer/data projector to play the CD-ROM
- copies of your workplace's induction package (if available)
- whiteboard or butcher's paper to record responses
- whiteboard markers or felt-tipped markers.
Structure of the resource
This resource has been developed to be used as a stand-alone training program. You could also integrate it into a larger training program that your workplace may already have in place. Five topics make up the resource. Each topic comprises:
- points and activities relevant to workplace complaints
- a story about a workplace complaint.
The topics are designed to be independently delivered if you need to discuss a particular aspect about complaints with supported employees.
Points and activities relevant to workplace complaints
The first part of each topic covers a number of points and some activities to assist supported employees understand a range of issues about workplace complaints.
Topic 1
- What is a complaint?
- What types of complaints are there?
- Is my complaint serious or just a grumble?
- When should I make a complaint?
Topic 2
- How can a complaint make things better at work?
- What are my rights?
- What does my workplace have to do if I make a complaint?
Topic 3
- What are the steps to take in a formal complaint?
- What will I have to do if I make a complaint?
- What can I do if my complaint is not taken seriously?
Topic 4
- What are some hints to make a formal proper complaint?
- What happens when decisions are made about my complaint?
Topic 5
- Who else can help me with my complaint?
Each points and activities section provides:
- audio visual PowerPoint® slides that give information in relation to issues around workplace complaints
- focus questions that discuss the information in context of the learning objectives, and reinforce understanding of the concepts covered
- reference to the Disability Services Standards and other workplace documentation, as appropriate.
Stories about workplace complaints
The second part of each topic comprises a story designed to reinforce the points and activities from the first part. The stories provide audio and visual material to create engaging, realistic presentations of workplace dilemmas involving complaints, and to encourage discussion and reflection.
The stories depict different components of workplace complaints. They are short (two to three minutes) and are designed to be:
- user-friendly
- learner-centred
- inclusive
- engaging
- realistic
- relevant.
Stories may share similar issues, and may overlap. The common themes of:
- workplace complaints
- the rights and responsibilities of supported employees regarding complaints
- the roles that support staff have in those processes
are reinforced throughout the resource.
These stories have been developed for you to use as triggers to encourage discussion of these workplace issues with supported employees.
Each story provides:
- audio visual PowerPoint® slides that portray a workplace story about complaints
- questions to stimulate discussion about the topic and the themes it illustrates in relation to workplace complaints
- debrief questions to encourage supported employees to reflect on their learning and their own experiences in relation to that learning, and to encourage them to apply what they have learned to other situations
- reference to the Disability Services Standards and other workplace documentation, as appropriate.
Your role as a trainer
Your role as a trainer is to guide supported employees in their learning. You need to provide a safe and secure learning environment where learners feel that they are respected and their input valued. You need to have clear learning outcomes, a plan for how the learning program will go, and what you want to achieve within a given timeframe.
As an effective trainer, you will:
- be prepared
- know the topic
- know your audience
- listen to the needs of the learners
- involve the learners
- encourage open discussion
- seek and give feedback
- be flexible
- respect individual differences.
A useful resource to help you plan and present this learning is Training and Assessing, a resource package developed to assist workplace trainers to deliver training to supported employees in Disability Business Services. It includes a manual, a toolkit with sample sheets and checklists, and an implementation guide. The Work Talk resources are also useful.
Planning the training session
- Make sure you have all the relevant equipment to show the topics. Test the equipment to make sure it works, and practise using it effectively (volume, lighting, obstacles). Don't forget OH&S – make sure that cords are secured.
- You need to be prepared and set the scene.
- Create a relaxed and comfortable environment.
- Read over the points relating to the topics so that you are familiar with each one.
- Select possible focus, discussion and debrief questions, and if needed, change the language or way they are written so that they are understood and meaningful to the learners.
- Be aware that language may need to be adapted according to the learners' needs, for example, by using sign or other communication methods.
- Remember that your learners may have many different knowledge, ability and skill levels. You may have to group learners according to these levels and adapt the training accordingly.
- Work out how you will use the topics. They could be used one-to-one, with a small group of people in a more formal training context, or informally over lunch or afternoon tea.
- Think about how you will deliver the topics. Will you look at one topic at a time or more than one?
- Think about inviting a guest speaker to discuss the issues identified, for example, a representative from a Disability Advocacy Service, a member of your management team, or a union representative.
- Decide how you will debrief each topic. Will you do this individually and then share with the group? Or will you do this as a whole group activity?
Delivering the training session
- You probably need about 15 to 20 minutes to cover each topic. The format may look something like this.
| Activity | Time suggested |
|---|---|
| Welcome learners and explain what the session will be about | Two to three minutes |
| Present points from each topic and discuss focus questions | Four to six minutes |
| Present story and generate comment using the discussion questions | Five to six minutes |
| Debrief the activity | Four to five minutes |
- Allow time for learners to write into their workbooks during the delivery of the topic.
- After you have discussed each debrief question with learners, ask learners to write their responses in their workbooks, in the spaces provided. Responses can be made in any format, for example, in writing or in pictorial form. Learners are free to express themselves in whatever ways they want to.
- Explain to learners that the workbooks are their own records of the information that they need in relation to complaints in the workplace. There is no compulsion for learners to provide their own responses if it is not appropriate to do so.
- Invite learners to share their experiences.
- Encourage open and honest discussion.
- Ensure everyone has a voice.
Evaluating/following up
- Offer future directions in terms of training or resources that learners can follow up.
- Remember to thank everyone for their participation and invite any evaluative comments for future sessions.
- Note evaluative comments from learners and record these and any changes that you feel need to be made to your presentation of the material or the content. These can be kept and used to improve future training sessions.