Handling Complaints

Today Femi and Matt discuss their approaches to handling complaints.  None of this is specific to maths and so the conversation should be relevent for colleagues from a wide range of backgrounds.  The pair talk about - Receiving complaints well- Prioritising responding to parents and acting promptly- The importance for people of simply being heard- The pros and cons of different approaches to investigating complaints about a colleague.  - Avoiding big surprises by knowing what is going on in your department - by walking the shop floor- Relationships with parents and reputation in the community,  - Some common ways in which schools frustrate parents.  - The balance of representing colleagues and representing children, taking an approach which seeks truth rather than rebuking the complaint – being neutral and not making any assumptions.  - Recognising a view point vs condoning it.  - Whether things change when parents are paying a lot of money for their child’s education – i.e. in private school.  - Reframing the complaint or query and looking at it from the parent’s perspective. - Setting out your protocol with the team- Using your line manager for guidance vs gossiping.  - Chain of command.  - Accepting fault when appropriate and being proactive to make first contact when we’ve clearly got it wrong.

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