Workshop 1












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            6: Building a culture of early resolution of complaints

            JeanGrier (UnitedKingdom)

            Complaint numbers increased during the pandemic. Our ombuds offices are vital for the hand

            complaints, but a high volume of low-level complaints hinders our progress. How can we enc
            faculty and relevant colleagues to deal swiftly and effectively with 'easy' complaints at 
            thereby freeing up our offices to deal with the more complex cases? In this workshop sessi

            discuss small case studies which demonstrate ways of resolving many student issues quickly
            and the training needed to empower colleagues at departmental level to resolve minor issue

            Presenter(s):
            Jean Grier: Independent Consultant and Vice-President of ENOHE; retired from full-time emp
            working on a consultancy basis with several higher education institutions and public bodie

            UK but also in Europe.