A Presentation by Waqas A. Khan (www.waqas.org) for SPARC Seminar at Ambassador Hotel Lahore on 20/9/13. To download visit WWW.WAQAS.ORG

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