Professional Staff Training & Workplace Excellence
Handling Complaints, Community Feedback & Difficult Stakeholders
Handling Complaints, Community Feedback & Difficult Stakeholders is a course in NGO & Development Sector Professional Excellence Academy. 10 lessons covering Why Complaint and Feedback Mechanisms Matter; Designing an Accessible, Trusted Complaints Channel; Receiving and Logging a Complaint Correctly.
10 published lessons · Online learning · Part of Learn & Grow
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What this course covers
- Why Complaint and Feedback Mechanisms Matter · 15 min
- Designing an Accessible, Trusted Complaints Channel · 15 min
- Receiving and Logging a Complaint Correctly · 15 min
- Categorizing Complaints — Sensitive vs Non-Sensitive · 15 min
- Investigating and Resolving Non-Sensitive Complaints · 15 min
- Handling Sensitive Complaints — Fraud, Abuse and SEA · 15 min
- De-escalation Techniques for Angry or Difficult Community Members · 15 min
- Managing Difficult Stakeholders — Government, Partners and Community Leaders · 15 min
- Closing the Loop — Feedback and Continuous Improvement · 15 min
- Complaint Handling Mastery — Building a Trusted Feedback Culture · 20 min
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This course belongs to NGO & Development Sector Professional Excellence Academy. Explore the full academy to see the other courses in this learning path.
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