Open courses are delivered via The TCM Academy in London and we also run courses across the UK. We are also able to deliver this course onsite at your own location. This works well for groups of 6 delegates or more. Online courses are delivered via Zoom.

This 2-day programme is split into 4 core units:

• Module 1: Understanding the root cause of a complaint
• Module 2: Managing difficult conversations with complainants- achieving a mutually acceptable outcome
• Module 3: Mediating with the complainant- local resolution
• Module 4: Going further: power, prejudice and systemic change

Participants benefit from attending this course in the following ways, they will:

• Understand the nature and motives of complaints and complainants.
• Handle strong emotions, listen actively and identify early resolutions when possible.
• Understand the principles, process and practical applications of mediation as a tool for local resolution of healthcare complaints.
• Understand the opportunities that a complaint represents for an organisation – for learning and systemic change.
• Make use of advanced techniques, such as handling apologies; managing power and prejudice issues; and learning for systematic change in organisations.

TCM trainers are experts at creating a safe, empowering and challenging training environment.

This course utilises a variety of teaching styles, including facilitator presentation, participant discussion, personal reflection, group exercises, workshops and role-plays.

All activities take into account participants’ individual learning styles and provide a broad range of experiential and shared learning. All delegates receive twelve months’ follow up support to help them to embed the learning.

-TCM delivers extensive support for delegates before, during and after the course concludes.

• Training delivered by a world-class trainer who has practical experience of the subject being taught.
• The unique online TCM Delegate Zone™ which includes useful toolkits, check sheets, videos, papers and other resources for delegates.
• A free copy of the Managing Patient Complaints Delegate Pack.
• One to one coaching for delegates during the course and once the course concludes, as required.
• Lifetime aftercare and support for all delegates with TCM’s unique mediator helpline – The Mediator Helpline™.
• 50% off their first year’s membership to The Institute of Organisational Dynamics, an exclusive think-tank for the people and culture profession.
• A free refresher webinar six months after the training concludes.