Dealing with difficult complaints and applicants

More documents

Recommendations

Info

The focus should change The focus should be on the conduct, not the person – on observable behaviour not the person’s mental state or possible motives. 18
Why the change in focus? This change in focus allows for: • the fact that many people often exhibit different types of unreasonable conduct, each sometimes warranting different responses – enabling more focussed management strategies • implementation by non-mental health professionals • greater transparency in interactions <strong>with</strong> complainants 19
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 and 16: What does that require? That change
Page 17: The downside of labelling Labelling
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

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?