Dealing with difficult complaints and applicants

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Our new categories of unreasonable complainant conduct Our new categories of unreasonable complainant conduct are: • unreasonable persistence • unreasonable dem<strong>and</strong>s • unreasonable lack of cooperation • unreasonable arguments • unreasonable behaviours 20
Strategies to address different types of unreasonable conduct Management strategies to address different types of unreasonable conduct are based on: • for unreasonable persistence – strategies about saying ‘no’ • for unreasonable dem<strong>and</strong>s – strategies about setting limits • for unreasonable lack of cooperation – strategies about setting conditions 21
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 and 18: The downside of labelling Labelling
Page 19: Why the change in focus? This chang
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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