15% of the population have high conflict behaviours (HCB), said Prof Tania Sourdin from the University of Newcastle, in the SOCAP High Conflict Behaviours webinar, in which behaviours, causes and service strategies were discussed.

How does HCB impact your complaint handling and what day-to-day strategies do you need, to work with a HCB disputant? 

Start by following these 3 key steps: 

1. Have clear process guidelines 
2. Use communication skills that explain 
3. Summarise the discussion 

For more information and in-depth strategies on the difference between high conflict personalities and unreasonable complainants, download our webinar pack.

Consider upskilling your staff on managing behaviours of complainants with our upcoming workshops on Managing Unreasonable Complainant Conduct in Brisbane on 23 April and Melbourne on 14 May.