When I'm at work: Solving complaints - Trainer's guide
- What are some hints to make a formal proper complaint?
- What happens when decisions are made about my complaint?
- What you will need
- What learners will need
- Learning objectives
- Delivering the session
- Melissa's story
You will need:
- this trainer's guide
- the workplace's complaints policies and procedures
- Disability Services Standards in Easy English
- computer/data projector to play the CD-ROM
- whiteboard or butcher's paper to record responses
- whiteboard markers or felt-tipped markers.
It is vital that everyone's viewpoints are valued and comments are allowed to be made in an open discussion. You will need to focus on issues relating to the learning objectives of the topic.
Your preparation should include knowing your organisation's policies and procedures in relation to complaints. You should also be familiar with the Disability Services Standards (particularly Standard 7 that concerns complaints).
Learners will need:
- their learner's workbook
- something to write with.
After taking part in this topic, learners should be able to describe:
- some tips for making a comprehensive complaint
- what happens when decisions about complaint outcomes are made.
- Welcome the learners and explain what the session is about.
- Show the slides 'When I'm at work: Solving complaints', 'Topic 4', and 'Points for Topic 4'.
- Ask learners some of the things that they could do to try to resolve problems at work, before they make a formal complaint.
- Discuss the information that learners would need about their complaint, before they make it.
- Record responses on a whiteboard or butcher's paper.
- Show the slide 'Tips for making a complaint'.
- Explain to learners that when decisions are made about a complaint, those who do the deciding are fair to all parties, and will listen to all sides of the story.
- Explain that if learners make a complaint, the decision will not always be in their favour, and that if they are not happy with the decision made, there are further steps they can take.
- Show the slide 'Making decisions about complaints'.
- Show the slide 'Focus questions'.
Summarise the previous discussion by asking learners the following questions.
- Who should you talk to if you are not sure what to do about making a complaint?
- When you tell someone about a problem you are having, what are some of the things you will need to talk about?
- Will the people who help sort your complaint out listen to all sides of the story before they decide what to do?
- What can you do if you are not happy with the decision about your complaint?
Show the slide 'Melissa's story'. Ask learners to watch and listen to Melissa's story. Replay the story if you need to.
Show the slide 'Discussion questions'.
Discuss the following questions about Melissa's story with learners.
- What is the main problem leading to Melissa's complaint?
- Who should Melissa first go to for help with her problem?
- What are some things Melissa needs to think about before she talks to someone about her complaint?
- Will the people who listen to Melissa's complaint also listen to Charlie's side of the story?
Show the slide 'Workbook activities'.
Debrief Melissa's story by discussing these questions with learners. They highlight the issues that this particular story has raised in relation to complaints. They also reinforce the focus questions of this 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.
Here are the debrief questions for discussion.
- What are some things that you need to think about before you talk to someone about making a complaint?
- Should you be afraid to tell someone if someone or something is making you uncomfortable or unhappy at work?
- Should your workplace listen to everyone's side of the story when a complaint is made?
- What can you do if you are not happy with what the workplace decides about your complaint?
- What did you learn from Melissa's story?
- What would you do if this happened to you?