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When I'm at work: Solving complaints - Trainer's guide



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:

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.

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What else will you need?

You will also need:

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:

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

Topic 2

Topic 3

Topic 4

Topic 5

Each points and activities section provides:

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:

Stories may share similar issues, and may overlap. The common themes of:

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:

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:

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

Delivering the training session

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

Evaluating/following up

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