Overview
Complaints are an inevitable part of council life, but managing them doesn’t have to be difficult. This practical, engaging session gives clerks and officers the tools, confidence and techniques needed to respond professionally, reduce risk and turn challenging situations into opportunities for improvement.

What You’ll Learn

• The different types of complaints and how to identify when an issue becomes formal
• Practical step‑by‑step methods for acknowledging, investigating and responding
• Communication strategies to de‑escalate difficult conversations
• How to set boundaries, manage expectations and prevent escalation
• Approaches for handling vexatious or persistent complaints while protecting yourself, staff and the council

Who Should Attend
Clerks and council officers of all experience levels who want to feel more confident and in control when handling complaints.

Why Attend?
Participants will leave with clear frameworks, real‑world examples and proven techniques tailored specifically to the unique environment of town and parish councils.

Who should attend: Suitable for offficers

Course Tutor: Dan Purchese, Breakthrough Communications

Running time: 2  hours approximately depending on Q&A

Remote Access: Joining instructions will be issued closer to the time

Cancellation: A full refund will be given if 14 days or more notice prior to the date of the training course is given. However, this could cause an event to be cancelled if it becomes uneconomic to run.

Members £50 per ticket

Associate County Association Members: £50 per ticket

Non-members £100 per ticket