1. ENOHE CONFERENCE 2013 Alternative approaches to dispute resolution: developing the skill set Carolyn Hirst, Susanna Reece and Craig Cathcart Queen Margaret University

2. HE Complaint Handling: What Skills are Needed?

5. HE Complaint Handling Skills: How do we teach them?

6. HE Complaint Handling Skills: Who should teach them? Why Queen Margaret University?

7. HE Complaint Handling Skills: What level should they be taught at?

8. HE Complaint Handling Skills: What is the policy context? QAA Quality Code B9 http://www.qaa.ac.uk/Publications/InformationAndGuidance/Doc uments/Quality-Code-Chapter-B9.pdf http://www.qaa.ac.uk/Publications/InformationAndGuidance/Doc uments/Quality-Code-Chapter-B9.pdf NUS Charter on Complaints & Appeals http://www.nus.org.uk/PageFiles/350/Complaints%20Report%2 0-%20Final%2015.02.09%20Pdf.pdf http://www.nus.org.uk/PageFiles/350/Complaints%20Report%2 0-%20Final%2015.02.09%20Pdf.pdf England and Wales – www.oiahe.org.ukwww.oiahe.org.uk Scotland - www.spso.org.ukwww.spso.org.uk

9. NUS Review of Institutional and Appeals Procedures in England and Wales (2009) Recommendation 11 All staff that deal with complaints and appeals procedures should receive training from their institution, supported as appropriate by the OIA, and that this should be extended to academic staff, especially if they are also personal tutors.

10. England and Wales - OIAHE Independent body set up in 2004 to review individual student complaints involving Higher Education Institutions in England and Wales. Free to students.

11. Scotland - SPSO Model Complaints Handling Procedure Frontline Resolution Investigation External Independent Review (SPSO)

12. HE Complaints Handling - Players Complaint Handlers – Administrators and Deciders ComplainantInstitution

13. HE Complaints Handling - Process Complaints DisciplinaryAppeals

14. HE Complaints Handling – why is training needed? Culture and Practice Procedural Fairness People Skills

15. Head - Thoughts Heart - Feelings Hand - Actions Complaint Handling Training A multi-disciplinary approach

16. QMU Training Courses Second Tier Complaint Handlers Award in Ombudsman/Complaint Handling Practice Certificate in Ombudsman/Complaint Handling Practice Bespoke Qualifications UK Bespoke Qualifications International

17. QMU Training Courses First Tier Complaint Handlers Introduction to complaint handling practice in further and higher education Masters Level Qualification in complaint handling practice in further and higher education Master Classes

18. Introduction to complaint handling practice in further and higher education To provide participants with a critical understanding of complaint handling practice in the further education and university sector To enable participants to develop their dispute resolution and complaint handling practice to provide a high impact service that is responsive, transparent, empathetic, authoritative, standards-based and proportionate

19. Introduction to complaint handling practice in further and higher education – Areas of study HEI Complaints in Context What Complainants Want Complaint Handling Skills Receiving a Complaint Alternatives to Investigation Procedural and Substantive Fairness Planning the Investigation Investigation Obtaining and Evaluating Evidence Interviews and Hearings Making the Decision Conveying the Decision Remedies Conflict and Challenging Behaviour Learning from Complaints

20. Contact Details Carolyn Hirst - hirstworks@aol.com http://www.hirstworks.co.uk/hirstworks@aol.com http://www.hirstworks.co.uk/ Susanna Reece – susanna@stileassociates.co.uksusanna@stileassociates.co.uk Craig Cathcart – Lecturer, Consumer Insight Centre, QMU ccathcart@qmu.ac.ukccathcart@qmu.ac.uk Carol Brennan – Director, Consumer Insight Centre, QMU cbrennan@qmu.ac.ukcbrennan@qmu.ac.uk http://www.qmu.ac.uk/be/Research/cic.htm