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.
