Complaints Resolution UNLIMITED

01. Kerry Cameron-Pratt Managing yourself

Complaining

Complainers

Complaints! What do people complain about?

www.chatsworthconsulting.com

We are all, at one time or another, complaints managers

What are the ‘back stories’ that we all have?

These can contribute to a situation

for better or worse

How can dealing with complaints effectively contribute to excellence and Service Unlimited?

• Identify inconsistencies between the standard of service promised and/or provided, and client expectations

• Reduce future recurrence of complaints

• Redress situations where a complaint is upheld

My back story …

What does my back story tell you about me and how does it affect me doing my job?

• I Care

• I don’t judge on situation or stereotypes

• I pick up emotions from others more than most

• I work through difficulties

• I engage skills for empathy

• The benefit of being sensitive is greater depth of processing information

Can you identify with this …

… and are you exhausted at the end of the day and don’t know why?

• We are all affected by our own back story

• How do we manage and look after self?

• The impact of emotional labour – the deeper the engagement the more stressful

• Can lead to burn out

Think about your own back story and what you can do

• What is and what isn’t helpful about your back story?

• Would you like to manage yourself better?

• Learn your strengths and weaknesses

• Is there anything you can do to help yourself?

• Useful tools: training, counselling, mentoring, physical activity, yoga, mindfulness

Consider that other people have back stories

and things they are dealing with

02. Edith Taylor Managing our Interactions

Hello …

I’m sorry, but I am a bit busy …

When Backstories meet

You

Don’t forget to pick up the

kids …

Them

I’ve failed again. What’s

the point?

DENG THIAK ADUT Child Soldier to Defence Lawyer

The backstory could be complicated …

First in family to study at a University (and be unfamiliar with the system) or Be sole provider for a family (which causes financial pressure)

They could have a significant health issue or be struggling with diminishing mental health They could be a victim of violence or have experienced a traumatic event

The list is endless …

What happens when they have an issue?

If we can help them, we do!

But what if it’s complicated, or

we don’t have time to sort it out?

What do we do then?

We refer them to another area …

“you need to go the School”

“You need to talk to your Academic”

“You need to speak to someone in the Library”

“You need to call [person xyz] about that”

What follows?

The issue is resolved!!

… Or it isn’t

We get many students who come to us because

1. They didn’t know where to go

2. No one replied to their enquiries

3. The response they received didn’t solve the issue

4. Someone was rude to them

And the result is?

They might miss a deadline

And fail to meet academic requirements

and that could lead to Failing the Unit

And they will often end up with us!

Our role is to review the decisions of the University

against Policy and Process

What do we sometimes find? We have students who are about to drop out …

We have students who have attempted suicide ...

We have students who have succumbed to depression …

And not because they have failed …

But because help didn’t come

at the right time

It is not just the procedure we follow …

It is also what we say! Some real examples of statements that have been made:

“There is nothing that can be done; you have to get over it and move on …”

“You are male. Take it like a man and deal with it.”

“Suck it up princess.”

“Are you sure you want to do this course? …”

“If you can’t find your way around the University how are you going to get a job?!”

“Why are you parking there? You don’t look like you have a disability!”

Sometimes we say things … Not intending to cause pain

But it can happen when we say things

Without taking their backstory into account …

So, Edith … What do you want me to do?

I am busy you know! Change the language – identify what you can do, not what you can’t.

When you refer them to a person (or area) – send an email – phones are not always answered.

Confirmation – get notification that the next person is going to manage it.

The principle underpinning this is to hand the student over to another

Don’t let them fall through the cracks …

Networking

Work at creating networks within the University

To provide help and support for students

And

To help us get our jobs done

For example …

We now have a record that the issue will be addressed by the correct person in the most appropriate area.

This may not apply to all matters …

But a well-managed “hand over”

Provides a safety net

and goes a long way to ensuring that

Students don’t fall through the cracks

Each and every student that Graduates from this University

Graduates not only because they knew their work, But because someone gave them the help and assistance

they needed at the right time

Helping a person will not necessarily change the world, But it will change the world for that person

Question time

End of session

Thank you for your time

Edith Taylor

Kerry Cameron-Pratt

Complaints Resolution Unit