Improve your communication skills by mastering the art of questioning. This guide provides practical techniques and strategies to help you ask the right questions and engage in meaningful conversations.
Professionals tasked with conducting a complaints investigation will often need to question a variety of people, including the complainant, a range of witnesses and those who are the subject of the complaint. These interviews will either be conducted face to face or over the telephone. Asking the right questions is crucial in ensuring such interviews are useful to the investigative process and are conducted fairly.
It is essential to have the requisite competencies to be able to undertake this role to best practice standards, to obtain key information to effectively deal with a complaint.
During this one-day course delegates will learn how to identify the issues around the complaint and effectively plan and structure appropriate interviews. They will consider a range of questioning techniques available to them. Delegates will also learn how to appropriately and sensitively handle witnesses who may be angry, upset and confused.
They will also take into consideration the impact of human factors when preparing an interview strategy or communicating with parties involved in the investigation process.
Through role-play and trainer-led constructive feedback this course will instil the fundamental principles and develop the delegates’ ability to carry out effective questioning and fact finding interviews.
This course is suitable for anyone who may be tasked to undertake a complaints investigation including:
We work with a wide panel of specialist trainers, all chosen based on their experience and knowledge, experience both in practice and as trained trainers. The majority of our trainers are experienced...Read Bio