QMYOU / Sustainable Business 15
COMPLAINT MANAGEMENT MASTERCLASSES
QMU ’ s Consumer Insight Centre runs a variety of short masterclasses that focus on the effective management of complaints . They are designed for managers and complaints staff in a wide range of public and private sector organisations .
Managing Complaints Masterclass : The Value of Apology
Managing Complaints Masterclass : Coping with Challenging Behaviour
PUBLIC SERVICES : COMPLAINT MANAGEMENT COURSES
QMU ’ s Consumer Insight Centre has launched new complaint management courses for public services staff . Offered in a flexible format of three single day events , the courses are designed to meet the needs of complaint handlers and managers . The three single day events cover :
• Resolving public services complaints
• Investigating public services complaints
• Remedying public services complaints
BESPOKE TRAINING IN COMPLAINT HANDLING
QMU ’ s Consumer Insight Centre offers bespoke courses to organisations involved in a wide area of complaint handling including dispute resolution and mediation . In the last three years , the team has trained 1200 staff throughout the UK and internationally and has worked with organisations such as the International Ombudsman institute , African Ombudsman Research Centre , Asian Ombudsman Association , Welsh Language Commissioner , Care Inspectorate , Audit Scotland , NESTA , Legal Ombudsman Service and the Financial Ombudsman service .
To discuss your organisations needs contact Carol Brennan on E : cbrennan @ qmu . ac . uk or T : 0131 474 0000 . ❒
Now , more than ever before , organisations need to grasp the concept that with the right training , it is possible to deal with difficult situations more effectively , limit reputational damage and rebuild trust . Equipped with the right knowledge and by adopting a better approach to complaints , it should be possible to transform the consumer experience .”
The Masterclass will tackle various important issues such as resolving complaints at the earliest opportunity . This can help avoid complaints escalating unnecessarily to senior management , the ombudsman or the courts . It also includes methods for managing feedback and listening to concerns , as well as top tips for verbal and written apologies .
Carol concluded : “ QMU has considerable expertise in complaint management and dispute resolution . A key benefit is that our Consumer Insight courses are underpinned by solid academic research .” ❒
Hot topic of public services governance becomes academic
In response to the UK ’ s increasing focus on public service governance , academics from QMU ’ s Division of Business , Management and Enterprise are delivering a postgraduate programme on the subject to government officials . The management specialists are delivering a Postgraduate Certificate in Public Services Governance to public service workers across Wales .
QMU IS THE ONLY university in the UK to offer a postgraduate programme in public service governance . Academi Wales , the leadership development arm of the Welsh Government , has contracted QMU to deliver the innovative programme to 21 public servants based in various Welsh public bodies .
Dr Ian Elliott , programme leader at QMU , said : “ The failures involving Mid-Staffordshire NHS Trust and Morecambe Bay NHS Trust highlight the need for proper governance in our public services .
“ Public services in the UK are increasingly delivered by a complex network of public , private and third sector organisations . This heightens the challenge of achieving transparency and accountability in public service delivery .”
Dr Elliott continued : “ We commend Academi Wales for taking a proactive approach in developing the skills of Welsh public servants in addressing these challenges . These are very challenging times for public service delivery and it is therefore very helpful to be able to share experiences from across the devolved governments .”
The Postgraduate Certificate takes into account the most recent national and international policy developments in public services governance in Wales as well as the rest of the UK . Issues such as public finance , leading change and communications are all explored using examples of good practice and cutting edge research . The programme is delivered with a blend of face-to-face and online learning to fit around the busy working lives of public service workers .
QMU has a long-established track record in this niche specialism and recently ran an international preconference that investigated the role communication expertise plays in shaping governance .
Professor Alan Gilloran , QMU ’ s Deputy Principal , said : “ QMU is focused on developing courses and conducting research that is relevant to society ’ s changing needs and that improves quality of life . This new partnership represents a continued commitment by QMU to support the effective delivery and governance of public services and one that will ultimately improve services for the public .”
Jo Carruthers , Director of Academi Wales , Welsh Government , said : “ Academi Wales , working with a number of our key public services stakeholder groups , recently identified that a priority skills requirement for 2013-14 was needed to improve organisational governance capabilities across all areas of the public services . A key facet of our response to this requirement is the Postgraduate Certificate ( PGC ) in Public Service Governance . We believe that this programme will not only increase capability amongst existing senior governance colleagues , but will also assist the public services in Wales in succession planning and building the skills for the future .
“ We have been delighted to work with Queen Margaret University on the delivery of this programme . Its blend of academic rigour , experience and expertise has enabled them to deliver a programme that not only develops the knowledge and skill of participants , but is set very much in the context of the Welsh public service , and wider UK public service . This makes the programme wholly relevant to delegates , enabling effective transfer of learning to the workplace .” ❒
If your organisation could benefit from training in public services governance please contact Dr Ian Elliott on E : ielliot @ qmu . ac . uk or T : 0131 474 0000 ❒
QMYOU / Sustainable Business 15