Managing Complaints Facilitator Guide

The Managing Complaints Facilitator Guide is a comprehensive resource for anyone who will lead a face-to-face (in-person or hybrid) managing complaints training program for managers or supervisors. The Facilitation Guide covers everything that is involved when planning and delivering a Managing Complaints training session.

The Managing Complaints Facilitation Program provides materials to teach two key concepts:

1. Complaints are Symptoms – Participants learn how to identify potential underlying issues to complaints.
2. Managing Complaints with Active Listening – Participants learn how to use active listening to maintain control, verify understanding, and determine the facts of a situation.

To support the learning of these key concepts, the Managing Complaints facilitation guide provides the following resources:

• Positive Model Review – The positive model review uses video and written scenarios to help participants learn and digest the course’s key concepts.
• Skill Practice – Facilitators will have just under 2 hours of skill practice facilitation content that they can use to have learners engage in the course content.
• Reinforcement – At the conclusion of the training program, facilitators will be able to introduce and turn on a reinforcement resource that will allow participants to practice what they have learned on their own time.

The Managing Complaints Facilitator Guide is designed to be used exclusively with the Managing Complaints participant workbook. Vital Learning publishes both the workbook and the facilitation program. This course is one module of a 12-module series titled Leadership Essentials. You can facilitate this course on its own or include it as part of a larger management training series using the other modules.

Who is the Managing Complaints Facilitator Guide designed for?

The facilitator guide is designed for anyone who is tasked to deliver and conduct management training. If you are seeking a course that will develop front-line managers’ ability to stop employee complaints from turning into larger issues, this course is for you. Managers who complete this coursework will be empowered to understand and solve issues that affect their team’s day-to-day work life. This skill will strengthen teamwork and save the Human Resource team time.

What is the length of this course?

The live class is designed to be delivered in under 4 hours.

What is included with the Managing Complaints Facilitator Guide?

Upon the successful purchase of this facilitator guide, you will receive the following:

• Scripted leaders guide
• Powerpoint
• Instructions about additional materials needed to run each activity (flip charts, etc.)
• Videos and scripts for skill practice

Participant/Learner Managing Complaints workbooks are required to use this course and are sold separately.