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
NUS Charter on Complaints & Appeals
England and Wales –
Scotland -

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
Complainant
Institution

13. HE Complaints Handling - Process
Disciplinary
Appeals

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

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

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 - Susanna Reece – Craig Cathcart – Lecturer, Consumer Insight Centre, QMU Carol Brennan – Director, Consumer Insight Centre, QMU