School Based Complaint Mechanism

School Based Complaint MechanismA Presentation for SPARC

Waqas A. KhanPhD Scholar (Assessment & Evaluation)

M.Phil (Quality Management)

WWW.WAQAS.ORG For SPARC

Definition of ComplaintWWW.WAQAS.ORG For SPARC

Why do students complain?

Bad Teacher

Discrimination

Behavior

Personal

Other 1%

3%

5%

Teaching Method/ Language

9%

14%

68%


Welcoming Complaints

Complaint Improvement

Satisfied Student

Improved School


Complaints are Opportunities to…

Evaluate how well you are doing

Identify weak points in your systems and processes and put

them right

See situations from the student’s point of view

Improve student satisfaction

Create better school


Activity

Reasons for the complaint

Possible solutions

Common complaints that you face in your day to day work


Different Types of ComplainersWWW.WAQAS.ORG For SPARC

Types of Complainers

They openly display their anger

They can be intimidating

They want and need to be noticed

They don’t say anything; they simply keep quiet

They pass on the bad news to others

They make up the majority of unhappy students

They are full of useful ideas for change

They address their problem to the teachers in a calm rational manner

They allow a school to see and ‘repair’ problems


LAST FORMULA

LListen Attentively

AApologize & Empathize

SSolve the issue on hand

(Solution provided)

TThank the student


Activity

Act out in your previous groups any one of the complaints that you mentioned – Using the LAST

Sequence of handling complaints


Taking responsibilityWWW.WAQAS.ORG For SPARC

Dealing with complaints

Stay positive Respond quickly

Offer personalised

service

Take ownership

without blaming

others or the School

Follow up


Managing Effective Communication

Clear and calm

voice

Speak normally

Body language

• Eye contact• Calm facial expressions • Calm, friendly gestures • Professional posture• Concerned and interested

Involve the

student

Managing Effective

Communication


Behaviors to Avoid

• Forceful hand gestures

• Entering student’s personal space

• Defensive body language

• Raising your voice

• Bad language

• Confrontational situations


Solving complaints

Win - Win our student are happy and so

is the school…..


Dealing with Specific Complaints

Teacher

If quality is below standard, then

rectify

If standard is met, explain and offer

alternatives

Behavior

Find a solution that is acceptable

for our student

If no solution, explain and apologize

Personal

Do not blame the associate in front

of the student

Talk to associate or concerning

teacher in private

Other

Do not get upset that the student did not speak to

you directly

Investigate the reasons

Cooperate in finding a solution


Efficient Practice

Immediate action

Identify the cause

Document it

Follow up


Always Remember…

If we don’t take care of our students someone else will.


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School Based Complaint Mechanism

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