Define the key messages for community complaint management and hold to them under pressure.
Building Strategies to Manage Community Complaints Transparently
Practical training in community complaint management, grounded in real cases and applied to your own operation.
📍 Tunis🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
The first version of a story about community complaint management tends to become the reference version. Journalists covering this area of communications and media practice are working to a deadline you do not control. The programme builds the judgement to know which parts of the communications and media practice discipline to standardise and which to leave flexible. The programme converts community complaint management from an area of general awareness into a set of repeatable practices. Field experience suggests that the barrier to better this part of communications and media practice is rarely technical. A common pattern is strong design of the communications and media practice capability paired with weak follow-through. The programme works equally well for those formalising community complaint management for the first time and those improving an existing approach. Every module pairs a short input on this strand of communications and media practice with structured practice on the participant's own material. It closes by agreeing the smallest change to this aspect of communications and media practice that would make a visible difference.
Expected Learning Outcomes
Build relationships with media covering community complaint management before you need them.
Prepare spokespeople to handle hostile questioning on community complaint management.
Draw practical lessons from failures in community complaint management without assigning blame that suppresses reporting.
Review contracts and agreements for the obligations they create around community complaint management.
Handle the trade-offs in community complaint management between speed, cost and assurance explicitly rather than implicitly.
Prepare the apology or acknowledgement for community complaint management that is credible.
Who Should Attend
Investor relations officers communicating community complaint management to markets.
Marketing staff coordinating with communications on community complaint management.
Community relations staff engaging stakeholders about community complaint management.
Those responsible for briefing external stakeholders on community complaint management.
Content producers creating material about community complaint management.
Public sector officials applying community complaint management within a regulated framework.
Course Modules
Community complaint management: materials a journalist can actually use
2 sessions · 8 pointsSession 1Who decides what during a crisis involving community complaint management
- Check that community complaint management still works when volumes rise unexpectedly.
- Set the response time target for enquiries about community complaint management.
- Build the internal briefing that explains community complaint management to those affected.
- Name the crisis roles for community complaint management and confirm authority to speak.
Session 2Answering the hostile question about community complaint management
- Establish who is informed, consulted and accountable in community complaint management.
- Agree the smallest change to community complaint management that would be visibly useful.
- Write the three key messages on community complaint management and test them against hard questions.
- Define acceptance criteria for community complaint management in advance.
Community complaint management: media relations and the working journalist
2 sessions · 8 pointsSession 1Measuring communication on community complaint management beyond clippings
- Review whether coverage of community complaint management changed anything that matters.
- Confirm that reporting on community complaint management reaches the people who can act.
- Build a stakeholder map for community complaint management and the message each needs.
- Rehearse the hostile interview on community complaint management with a real challenger.
Session 2Apologising for community complaint management credibly
- Map the handovers in community complaint management between functions and secure them.
- Configure monitoring that flags coverage of community complaint management within the hour.
- Check communication on community complaint management against legal and regulatory constraint.
- Define what success in communicating community complaint management looks like, numerically.
Community complaint management: measurement beyond coverage volume
2 sessions · 8 pointsSession 1Getting other functions to support community complaint management
- Identify where judgement in community complaint management is legitimate and where it is not.
- Establish what evidence demonstrates community complaint management is under control.
- Distinguish symptoms from causes when community complaint management underperforms.
- Draft materials on community complaint management that need no rewriting to be published.
Session 2Coordinating community complaint management across markets and languages
- Set escalation thresholds for community complaint management that work out of hours.
- Identify the data already collected that bears on community complaint management.
- Arrange the handover of community complaint management so capability survives staff changes.
- Identify the journalists who actually cover community complaint management and what they need.
Community complaint management: misinformation, correction and restraint
2 sessions · 8 pointsSession 1Reviewing community complaint management when nothing has gone wrong
- Prepare the summary of community complaint management that senior management will read.
- Sequence internal notification about community complaint management ahead of external release.
- Decide what will be stopped to create capacity for community complaint management.
- Name a single owner for each element of community complaint management.
Session 2Who answers for community complaint management, and to whom
- Decide in advance when to correct misinformation about community complaint management and when not to.
- Localise messaging on community complaint management without fragmenting it.
- Prepare the holding statement for community complaint management in advance.
- Debrief after each significant episode involving community complaint management.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Complete your registration
We will contact you within one business day to confirm.