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Develop procedures and practice to respond to concerns and complaints

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Question 1 of 4

Drag and drop the words into the correct gaps.

opportunityvalueresponsibilityrespond

All complaints are an to improve policies and practice. Dealing with complaints is the of all staff and complainants should not be made to feel they are not taken seriously. How you to complaints is a reflection on the you place on clients and staff.

Match the words on the left with the items on the right.

Drag and Drop items from one side to pair them with items from the other side

Complaint

Fact

Comment

Concern

I’m worried about the supervision at playtime as my child had to ask for help to put his coat on yesterday

My child was playing in the rain with no coat on and his clothes were soaked when I collected him

With all this rain you’ll have your hands full dealing with coats and wellies today

It’s raining heavily outside

The only way to satisfactorily resolve a complaint is to give the complainant exactly what they ask for. Is this statement true or false?

FALSE

TRUE

Look at the two statements below. Which reflects the most appropriate attitude for resolving complaints?.

It doesn’t matter how you say something as long as you can back up what you say with the facts.

Part of successfully managing and responding to a complaint is how you communicate with the various people concerned. It’s not what you say but the way you say it.

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