Managing unreasonable conduct by a complainant

This course teaches you how to identify and manage unreasonable conduct by a complainant and deliver effective prevention and resolution policies and strategies.

Experienced complaint handlers, supervisors and managers responsible for setting a complaint handling policy and strategy.

We recommend frontline staff, or people who have not completed any training in handling complaints, complete Fundamentals of complaint handling before enrolling in this course.

6 hours including:

• 1 hour of pre-workshop online learning
• 4 hour workshop
• 1 hour of post-workshop online learning

Managing unreasonable conduct by a complainant (UCC) can take up a lot of time and resources in your workplace. The course is based on strategies developed as part of a joint project by the 9 Australasian Parliamentary Ombudsman offices and will help you:

• identify and manage unreasonable conduct
• deliver effective prevention and resolution policies and strategies
• support staff members and colleagues impacted by complainant behaviour.

Participants will receive access to the NSW Ombudsman Learnbook online learning platform and will be provided with a detailed manual and other resources.

This course includes: 

• Pre-workshop self-directed online module and online discussion forum which includes: 
  • what unreasonable conduct is, who can experience it, when and where
  • key strategies to effectively respond to and manage unreasonable conduct
  • self-reflection on you and your organisation's experience of unreasonable behaviour.

• Facilitator-led workshop where case studies and examples related to your professional experience will be discussed. The workshop will cover: 
  • the importance of effective communication in preventing and managing UCC
  • managing expectation of clients
  • strategies and scripts for responding to and managing UCC, applying strategies to respond to and manage UCC using agency case studies
  • dealing with anger and responding to threats, hostility and aggression
  • using escalating assertion
  • awareness of management roles and responsibilities concerning:
  • support and supervision of staff
  • authorising modified or restricted access for people who continue to conduct themselves unreasonably.
• Post-workshop self-directed online module which includes:
  • identifying management roles and responsibilities in creating a safe and supportive workplace culture
  • applying strategies for recording, reporting and monitoring incidents of unreasonable conduct
  • recognising signs of stress
  • what conduct qualifies for modification or restriction of services by  an agency.

Optional module

This self-directed online module can help policy writers and managers to:

• identify when online conduct becomes unreasonable
• understand the importance of apologising when an agency makes a mistake
• know how to make an effective apology
• apply Alternative Dispute Resolution (ADR) strategies to raise awareness of alternative dispute outcomes.

You will have an understanding of:

• the characteristics and impacts of unreasonable conduct
• why some complainants behave unreasonably
• the warning signs, escalations and safeguards of unreasonable conduct
• how to identify and apply key strategies, principles and policies to manage the conduct
• how to reflect on your personal and organisational experiences of unreasonable conduct
• how to apply policies and strategies in your workplace.

$550 +GST per person

We offer discounts for community service staff and those agencies with obligations under CS-CRAMA.

We can tailor this course to your organisation’s learning needs and deliver either in-person or online.

Contact our Training and Engagement Unit to discuss your training needs and discount opportunities.