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Client Intervention Training – Achieving the Best Outcomes

 
Courses can be formed from these main subject areas:
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The Care Act 2014: Implications for Services

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Working with Gang Culture

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Managing Aggressive Behaviour

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Motivational Interviewing

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Motivational Interviewing – Advanced

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Solution-focused Brief Therapy

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Solution-focused Brief Therapy – Advanced

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Cognitive Behavioural Therapy

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Safeguarding Adults

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Safeguarding Children

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Lone Working

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Survivors of Sexual Abuse

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Bereavement & Loss

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Professional Boundaries

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Service User Involvement

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Risk Assessment & Management

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Cultural Diversity & Inclusion

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Assessment & Support Planning

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Key Working

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Self-injury

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Debt Counselling

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Managing Stress & Burnout

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Supporting Young People Leaving Care

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Communication Skills

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Working with Adolescents and Young People

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Transactional Analysis for Better Communication

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Counselling Skills

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Building Effective Relationships with Clients

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Adult Disclosure of Childhood Abuse

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Emotional Intelligence

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Resilience Building for Staff

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Understanding Eating Disorders

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Introduction to Mindfulness

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Mindfulness Level 2

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Promoting Digital Inclusion

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Client Involvement & Empowerment

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Dealing with Complaints Positively

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Dialectical Behavioural Therapy

 

Dealing with Complaints Positively

Usual course length: 1 day

This course is aimed primarily at client or public facing staff, (e.g. key workers, rent officers, housing officers), who are likely to receive complaints and be working with people who have made complaints, but who are unlikely to have responsibility for managing investigations and deciding whether to uphold complaints. (Please see our course Effective Complaints Management)

Courses can be tailor-made from the following elements:

  • Exploration of emotions and reactions surrounding complaints
  • The ease / difficulty of complaining: power dynamics and inequalities
  • Promoting citizenship and inclusion through a positive culture
  • Understanding your organisation's complaints process, including any QAF or CQC requirements, and an overview of the role of Tenant Panels and the Ombudsman
  • From frustration to empowerment: taking a complaint and working harmoniously*
  • Continuous improvement – identifying learning for individuals, teams, and organisations
  • * Involves some role play for skills development / affirmation