Dealing with difficult complaints and applicants

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The importance of terminology Terminology can influence how complainants and their conduct is perceived and responded to. 16
The downside of labelling Labelling the person runs the risk of complaint handlers adopting a ‘one size fits all’ approach or response to ‘difficult’ behaviour by a person. 17
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 and 14: • a description of conduct which
Page 15: What does that require? That change
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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