Dealing with difficult complaints and applicants

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A fundamental shift in culture is needed For organisations to be able to properly deal with unreasonable conduct by complainants appropriately, a fundamental shift needs to occur in the culture of those organisations. 14
What does that require? That change in culture requires: • a realisation that dealing with unreasonable complaint conduct is an unavoidable and integral part of core work, • that this work must be given proper priority and adequate resources, and • that staff be given appropriate support, encouragement, guidance, training and direction. 15
Page 1 and 2: DEALING WITH ‘DIFFICULT’ COMPLA
Page 3 and 4: • Fact number three: most people
Page 5 and 6: The down side of difficult complain
Page 7 and 8: X Y Z A B C X Y X Y Z = Event / Is
Page 9 and 10: X Or X X = Event / Issue =
Page 11 and 12: Shifts of focus from the issue to t
Page 13: • a description of conduct which
Page 17 and 18: The downside of labelling Labelling
Page 19 and 20: Why the change in focus? This chang
Page 21 and 22: Strategies to address different typ
Page 23 and 24: The aims of the National Project Th
Page 25: ‘Ground rules’ or ‘rules of e

Dealing with difficult complaints and applicants

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