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enohe conference 2013

enohe conference 2013. Alternative approaches to dispute resolution: developing the skill set Carolyn Hirst, Susanna Reece and Craig Cathcart Queen Margaret University . HE Complaint Handling: What Skills are Needed?. HE Complaint Handling: What Skills are Needed?.

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enohe conference 2013

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  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?

  3. HE Complaint Handling: What Skills are Needed?

  4. 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/Documents/Quality-Code-Chapter-B9.pdf • NUS Charter on Complaints & Appeals http://www.nus.org.uk/PageFiles/350/Complaints%20Report%20-%20Final%2015.02.09%20Pdf.pdf • England and Wales – www.oiahe.org.uk • Scotland - www.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

  12. HE Complaints Handling - Players

  13. HE Complaints Handling - Process

  14. HE Complaints Handling – why is training needed?

  15. Complaint Handling TrainingA multi-disciplinary approach

  16. QMU Training Courses Second Tier Complaint Handlers

  17. QMU Training Courses First Tier Complaint Handlers

  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

  20. Contact Details Carolyn Hirst - hirstworks@aol.comhttp://www.hirstworks.co.uk/ Susanna Reece – susanna@stileassociates.co.uk Craig Cathcart – Lecturer, Consumer Insight Centre, QMUccathcart@qmu.ac.uk Carol Brennan – Director, Consumer Insight Centre, QMUcbrennan@qmu.ac.uk http://www.qmu.ac.uk/be/Research/cic.htm

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