Handling Complaints Effectively w/ Lia
Handling complaints is vital for all school leaders, teachers & staff, but how well are schools prepared to handle complaints? In the episode, Lis Belai joins us on the show as we explore handling complaints efficiently. Lia is a Human Resource Consultant for International School Services with experience in listening to complaints & having customers feel satisfied at the end of the day. In the session, Lia talks about common mistakes schools make in handling complaints, best practices in resolving complaints & establishing a clear complaint-handling framework for schools. She also expounds on distinguishing valid & non-valid complaints to handle each of them appropriately, as well as teachers, parents & administration roles in the complaint-handling process. Moreover, Lia expounds on skill sets for effective complaint management, the consequences of mishandling complaints & how schools can mitigate these risks. Tune in for more! Timestamps [01:11] A few housekeeping items [01:55] Dana’s memorable complaint from a parent in her teaching experience [04:16] Introducing today’s guest, Lia [05:08] Leo’s thoughts on Dana’s complaints experience [07:16] Common mistakes schools make when handling complaints & how they can be avoided [10:12] Teachers, Administrators & Parents' roles in the complaint handling process & how they can create a positive & supportive environment [14:20] Best practices for diffusing an escalating situation & resolving that complaint before it becomes bigger to resolve [16:14] Fair, transparent & effective complaint-handling frameworks for schools [17:44] How schools can distinguish between valid & non-valid complains [23:27] Skill Sets for effective complaint management [25:03] Consequences of mishandling complaints & how schools can mitigate these risks Quote ● “Each of us has our own strengths & weaknesses, but we do our utmost to keep people happy & satisfied, especially when you are at a service-giving point like a school.” ● “Being calm will help alleviate some of the presence that you might face if you’re not calm.” Let’s Connect Connect with Lia Belai ● LinkedIn: https://www.linkedin.com/in/lia-belai-cahsai-70721b1a0/ Connect with Dr. Dana Specker Watts on; ● Twitter: https://twitter.com/teachwatts Connect with Mike Pierre on; ● Twitter: https://twitter.com/Ayitis_SigmaMan More resources ● Head over to iss.edu/events to see future PD's that ISS is offering for the SY 22-23. ● Join the Diversity Collaborative platform-https://info.iss.edu/sign-up-diversity-collaborative ● Head over to https://www.seniainternational.org/ to check out inclusion education practices for individuals with disabilities and ensure their potential is fully maximized.