School Based Complaint Mechanism


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A Presentation by Waqas A. Khan ( for SPARC Seminar at Ambassador Hotel Lahore on 20/9/13.
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  • School Based Complaint Mechanism

    1. 1. School Based Complaint Mechanism A Presentation for SPARC Waqas A. Khan PhD Scholar (Assessment & Evaluation) M.Phil (Quality Management) WWW.WAQAS.ORG For SPARC
    2. 2. Definition of Complaint WWW.WAQAS.ORG For SPARC
    3. 3. Why do students complain? Bad Teacher Discrimination Behavior Personal Other 1% 3% 5% Teaching Method/ Language 9% 14% 68% WWW.WAQAS.ORG For SPARC
    4. 4. Welcoming Complaints Complaint Improvement Satisfied Student Improved School WWW.WAQAS.ORG For SPARC
    5. 5. 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 WWW.WAQAS.ORG For SPARC
    6. 6. Activity Reasons for the complaint Possible solutions Common complaints that you face in your day to day work WWW.WAQAS.ORG For SPARC
    7. 7. Different Types of Complainers WWW.WAQAS.ORG For SPARC
    8. 8. 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 WWW.WAQAS.ORG For SPARC
    9. 9. LAST FORMULA L Listen Attentively A Apologize & Empathize S Solve the issue on hand (Solution provided) T Thank the student WWW.WAQAS.ORG For SPARC
    10. 10. Activity Act out in your previous groups any one of the complaints that you mentioned – Using the LAST Sequence of handling complaints WWW.WAQAS.ORG For SPARC
    11. 11. Taking responsibility WWW.WAQAS.ORG For SPARC
    12. 12. Dealing with complaints Stay positive Respond quickly Offer personalised service Take ownership without blaming others or the School Follow up WWW.WAQAS.ORG For SPARC
    13. 13. 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 WWW.WAQAS.ORG For SPARC
    14. 14. Behaviors to Avoid • Forceful hand gestures • Entering student’s personal space • Defensive body language • Raising your voice • Bad language • Confrontational situations WWW.WAQAS.ORG For SPARC
    15. 15. Solving complaints Win - Win our student are happy and so is the school…..  WWW.WAQAS.ORG For SPARC
    16. 16. 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 WWW.WAQAS.ORG For SPARC
    17. 17. Efficient Practice Immediate action Identify the cause Document it Follow up WWW.WAQAS.ORG For SPARC
    18. 18. Always Remember… If we don’t take care of our students someone else will. WWW.WAQAS.ORG For SPARC
    19. 19. QUESTIONS? To Download Presentation WWW.WAQAS.ORG WWW.WAQAS.ORG For SPARC