Home Specialist skills Legal Questioning and Communication Techniques in Complaints Handling and Investigation
Questioning and Communication Techniques in Complaints Handling and Investigation
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Plan and prepare a fact finding interview both face to face and over the telephone
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Be able to use different questioning techniques to establish the facts and to obtain all the available evidence
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Structure interviews by applying the PEACE (planning, preparation, engage and explain, account, closure and evaluation) model and consider other interviewing mode
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Manage challenging behaviours
Overview
Off the shelf (OTS)
During this 1-day complaints handling training course, learners will learn how to identify the issues around the complaint and effectively plan and structure appropriate interviews. They will consider a range of questioning techniques available to them. Learners will also learn how to appropriately and sensitively handle witnesses who maybe angry, upset and confused.
Please note – data may be processed in countries with adequacy agreements in place.
Delivery method
Face to face
Virtual
Course duration
6 hours
Competency level
Foundation
Delivery method
-
Face to face
-
Virtual
Course duration
6 hours
Competency level
-
Foundation