I found the training not only useful but helpful to dispel some of the feelings of failure if a complaint is made that my involve you. I enjoyed the open discussion of real scenarios and learned how to not only view them from our perspective but also the perspective of the one making the complaint. I found the reflective nature of why, how and what it takes for people to make a complaint very informative and I will definitively be using some of the strategies identified in my current practice.
Overall I am pleased with the delivery of the course and found Melissa to be professional and engaging. However, communication between myself and the team at AKD arranging the session for us was poor. I was not made aware of the course structure, what I was required to provide (i.e board, feedback candidates - I was informed about this element of the course by a colleague who had set up a train the trainer session previously) and what would be provided by facilitator. Also I had to chase date confirmation and there were some issues around invoices and chasing of payments prior to delivery.
Leone was a pleasure to work with, you get a sense that she takes all comments personally and is a good judge on if a topic is worth discussing (even if it may be digressing from task) depending of if it will be beneficial or not. Leone was also very approachable and provided an open environment where all of us felt safe to express ourselves.