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Masterclasses

Practical techniques your teams can use immediately

60 and 90 Minute Complaint & Communication Masterclasses

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Effective Complaint Investigations - 90 mins

Learn a clear, structured approach to evidence gathering, analysis and reporting using the CLEAR model. Build confidence to deliver fair, consistent and defensible investigation outcomes.

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Communication with Complainants – 90 mins

Develop calm, confident and compassionate communication skills for challenging conversations. Strengthen rapport quickly and reduce escalation in high-emotion situations.

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Writing Defensible Complaint Responses – 60 mins

Write clear, empathetic and well-structured responses using the FAIR model. Explain decisions confidently and deliver meaningful next steps.

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De-Escalation for Challenging Situations – 60 mins

Practical techniques for managing high-conflict or emotionally charged interactions. Reduce escalation while setting boundaries and protecting staff confidence.

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Bias, Evidence & Decision-Making – 60 mins

Understand how bias influences investigations and learn to test assumptions. Make balanced, defensible decisions using practical tools and methods.

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Early Resolution & Complaint Triage – 60 mins

Identify root issues quickly, ask effective questions and manage expectations with clarity and confidence. Resolve concerns early and prevent unnecessary escalation across teams and services.

// FAQS

Masterclass FAQs

Book a consultation
These sessions are designed for any organisation that manages complaints, investigations or challenging customer conversations. They are particularly valuable for public services, regulated organisations and customer-facing teams including contact centres, hospitality and travel providers.
Sessions can be delivered in person or online via Teams or Zoom. We adapt delivery style and examples to suit your organisation and team roles.
Masterclasses work best for groups of up to 20 participants to allow discussion and interaction, but we can adapt delivery for larger groups if required.
Yes. We can tailor examples, scenarios and emphasis to reflect your policies, processes and real-world challenges.
Yes. Participants receive supporting materials and practical tools they can apply immediately after the session.

Enquire about Masterclass training

Book a call at a convenient time to discuss your training needs, or use the contact form below to outline your requirements.

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