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Masterclasses

60 and 90 Minute Masterclasses

Ideal for training whole teams together, or when time is short. 

Evidence Based Masterclasses, Designed for Real World Practice

Each masterclass brings practical techniques your teams can use immediately

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Effective Complaint Investigations - 90 mins

A practical session on running fair, balanced investigations using the CLEAR model. Learn how to gather evidence, analyse it objectively and communicate defensible findings.

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Effective Communication with Complainants - 90 mins

Understand stress responses and learn techniques for calm, confident and compassionate conversations. Build rapport quickly and reduce escalation in high-emotion situations.

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Writing Excellent Complaint Responses - 60 mins

A hands-on masterclass in writing clear, empathetic and defensible responses. Use the FAIR model to explain decisions, show reasoning and offer meaningful next steps.

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De-Escalation Skills for Challenging Complaint Situations - 60 mins

A focused, practical session for managing conversations that have already become heated, high-risk or challenging. Learn how to reduce escalation quickly, set safe boundaries, maintain control and protect both service users and staff.

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Bias, Evidence & Defensible Decision-Making - 60 mins

Understand how bias influences investigations and learn techniques to test assumptions, assess evidence fairly and reach defensible decisions.

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Early Resolution & Complaint Triage Skills - 60 mins

Develop the skills to identify the root issue quickly, ask effective questions, manage expectations and resolve concerns early without escalation.

// FAQS

Frequently asked questions about our Masterclasses

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These sessions are ideal for any public-facing organisation that manages complaints or investigations. They are particularly suited to Housing Associations, Local Authorities, NHS Trusts and Primary Care providers, Police forces, Charities, and Contact Centres. If your teams speak to the public, these masterclasses will help them work with greater clarity, confidence and empathy.
All masterclasses can be delivered live online (via Teams or Zoom) or in person at your organisation. Sessions are interactive, scenario-based and designed to feel practical, engaging and relevant. In-house delivery allows for tailored examples, while online delivery provides flexibility for dispersed teams.
For the best learning experience, sessions work well with 8–20 participants. This allows for interaction, discussion and scenario work. Larger groups can be accommodated on request, but some activities may be adapted to fit the format.
Yes. Each session can be adapted using your policies, sector requirements or real-world examples. Tailoring ensures the content reflects your complaint themes, organisational language and operational realities, making the learning immediately applicable.
Yes. Participants receive slides, tools, and practical checklists they can use in their day-to-day roles. Organisations can also opt for follow-up sessions or refresher workshops to help embed the learning over time.

Enquire about our Masterclasses

Book a chat at a convenient time for you with the Book a Chat button. 

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