Training course

Trauma Informed Complaint Handling

Course Description

Respond to complaints with confidence, calm, and psychological safety

Complaint handling is one of the most challenging parts of any role — especially when emotions are high, communication breaks down, or situations escalate quickly.

Without the right skills, staff can feel overwhelmed, defensive, or unsure how to respond effectively — which can increase conflict, stress, and risk for both staff and clients.

This practical, skills-based workshop equips participants with a trauma informed approach to complaint handling, supported by clear, step-by-step conversation frameworks that can be applied immediately in real workplace situations.

Participants learn how to de-escalate challenging interactions, maintain psychological safety, and respond with empathy and professionalism — even in high-pressure situations.

This Course Is Suitable For

All employees and managers, Customer service teams, Frontline staff and support workers, Managers and supervisors, HR and people & culture teams

After This Course You Will Be Able To

  • Understand why people complain and what they are often really communicating
  • Recognise the impact of trauma, including institutional trauma, on behaviour and communication
  • Understand trauma responses and how they influence escalation and emotional reactions
  • Identify escalation patterns and learn how to respond early and effectively
  • Apply crisis prevention and co-regulation strategies in complaint interactions
  • Use structured, step-by-step conversation frameworks for managing complaints
  • Maintain professional boundaries while still demonstrating empathy and respect
  • Reduce escalation through calm, trauma informed communication techniques
  • Protect your own wellbeing by reducing exposure to compassion fatigue, burnout, and vicarious trauma

Half day

Course duration

Delivery options

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