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Thursday 29, Oct 2020

What is the impact of high conflict behaviours on your complaint handling?

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, click here to subscribe to our mailing list and receive free access to our webinar.