...Complaints about GDA: Sohota Raising concerns and making a complaint about Ofsted |Abuse: I was wearing my hoody and she pulled me by it and I nearly chocked I was gasping for breath and then she bent me over her desk | |and tactically inserted her penis inside me. Then every time I walk around the school she always notices me and says “ you liked it | |didn’t you whore”. I felt so isolated but im not scared anymore. | Published: April 2013 Reference no: 130128 Contents Introduction 4 Principles 5 Step 1 – Resolving concerns quickly 5 Step 2 – Making a formal complaint 6 Step 3 – Requesting an internal review 9 Independent and external review of Ofsted’s complaint handling 9 Complaints feedback 10 Introduction We aim to carry out our work to high standards and expect that all our inspections will be of consistently high quality and proceed smoothly and without incident. We recognise that occasionally concerns may arise about some aspects of our work or the conduct of our staff. This policy sets out our approach and procedures for handling complaints about Ofsted’s work. Our definition of a complaint is any expression of dissatisfaction about our actions that needs a response. We take complaints very seriously and do what we can to resolve the issue. We view them as an important way of improving what we do. Complaints tell us about things that worked less well...
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...Complaints about GDA: Sohota Raising concerns and making a complaint about Ofsted |Abuse: I was wearing my hoody and she pulled me by it and I nearly chocked I was gasping for breath and then she bent me over her desk | |and tactically inserted her penis inside me. Then every time I walk around the school she always notices me and says “ you liked it | |didn’t you whore”. I felt so isolated but im not scared anymore. | Published: April 2013 Reference no: 130128 Contents Introduction 4 Principles 5 Step 1 – Resolving concerns quickly 5 Step 2 – Making a formal complaint 6 Step 3 – Requesting an internal review 9 Independent and external review of Ofsted’s complaint handling 9 Complaints feedback 10 Introduction We aim to carry out our work to high standards and expect that all our inspections will be of consistently high quality and proceed smoothly and without incident. We recognise that occasionally concerns may arise about some aspects of our work or the conduct of our staff. This policy sets out our approach and procedures for handling complaints about Ofsted’s work. Our definition of a complaint is any expression of dissatisfaction about our actions that needs a response. We take complaints very seriously and do what we can to resolve the issue. We view them as an important way of improving what we do. Complaints tell us about things that worked less well...
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...Unit 4 Principles for Implementing Duty of Care in Health, Social Care or Children’s and Young People’s Settings 1. Understand how duty of care contributes to safe practice 1.1 Explain what it means to have a duty of care in own work role. Ensuring accountability for e.g. exercising authority, managing the risk of all clients and situations, working safely, safeguarding children and young people, monitoring own behaviour and conduct through supervisions and appraisals, maintaining confidentiality, storing personal information appropriately, reporting concerns and allegations, making professional judgements, maintaining professional boundaries, avoiding favouritism, maintaining high standards of conduct outside the professional role. 1.2 Explain how duty of care contributes to the safeguarding or protection of individuals. Duty of care contributes to the safeguarding or protection of individuals by protecting them from sexual, physical or emotional harm, allowing the respect and dignity, creating trust. It ensures safety in the environment, safe use of resources and equipment, prevents intimidation or humiliation. It also protects the workforce by ensuring against risk of allegations of misconduct or abuse, avoiding risk of accusations of malpractice. 2. Know how to address conflicts or dilemmas that may arise between and individual’s rights and the duty of care 2.1 Describe potential conflicts or dilemmas that may arise between the duty of care and an individual’s...
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...Grievance Handling Handbook Produced by: www.fairemployment.sg Printed in January 2011 All rights reserved. No part of this book may be reproduced in any form or by any electronic mechanical means, including information storage and retrieval systems without permission in writing from the publisher. CONTENTS 1. 2. 3. 4. 5. 6. 7. 8. 9. Introduction: Why a Grievance Handling Procedure is Vital Definition of Grievances and Complaints at the Workplace Work-related Grievance Types of Grievance: General vs Individual Handling of General Grievances Handling of Individual Grievances Making the Grievance Procedure Work Employee Counselling Handling Unexpected Scenarios 01 02 03 05 06 09 12 20 24 28 10. Going Beyond the Organisation 01 1. Introduction: Why a Grievance Handling Procedure is Vital There is a greater diversity in the Singapore workplace today, comprising employees from different age, nationality, gender, ethnic and religious background. In such work environment, miscommunication and misunderstanding are likely. If not managed properly, such misunderstandings will affect employees’ moral and productivity. With employees being more Internet savvy and the popularity of social media, such unhappiness may also be publicised on social media platforms such as Facebook or Twitter. Such negative publicity can affect the employers’ image and brand, causing unnecessary embarrassment to the management. In some cases, such grievances can also lead to expensive...
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...industrial Relation, since we are student of EVMBA, and this part of EVMBA program, our industrial relation course teacher Mr. Md. Arifur Rahman assigned us to prepare are port on Grievance handling procedure in a RMG sector of Bangladesh as related topic industrial relation course. We have selected our report topic as “Employee Grievance in the workplace and its remedies: A study on RMG sector of Bangladesh”. We have made a survey for required information in RMG Sector in Bangladesh in net. We have prepared our report on November 28, 2013 which will be submitted by November 29, 2013. 1.2: Objective of the Study We have prepared this report based on two purposes. Those are- 1) To develop our Knowledge in RMG sector of Bangladesh 2) And provide more Valuable Information gathered for who passionate employee to want to join in RMG sector. 1.2.1 Primary Objective: The report aims to provide information on suggest more valuable step follow grievance handling procedure effective of by the RMG sector through Management 1.3: Scope of the Study There is a certain boundary to cover this report. Our particular report only covers Training and Development in RMG sector. We mainly focus how to handling grievance procedure and what types of principles follow to Grievance handling procedures RMG sector. 1.4: Limitations of the Study We are lucky enough to get a chance to prepare a report on “Employee Grievance in the workplace and its remedies: A study on RMG sector of Bangladesh...
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...Students Ombudsman do? The Overseas Students Ombudsman investigates complaints about problems that international students have with private schools, college and universities (education providers) in Australia. If you are not satisfied with a decision or action taken by your private registered education provider, you should ask about their internal complaints and appeals process. If you complain to your provider, but you are not satisfied with the result, you can complain to the Ombudsman. Who can complain to the Overseas Students Ombudsman? Intending, current and former overseas students can contact the Ombudsman about an action or decision taken by their private registered education provider in Australia. Family or friends of overseas students, who are concerned about a problem an overseas student is having with a private provider, can also contact the Ombudsman. See: Permission for someone else to act on my behalf form What can I complain about? You can complain about your provider if you believe they may not have followed the rules correctly or treated you fairly. Complaints might be about: * refusing admission to a course * fees and refunds * course or provider transfers * course progress or attendance * cancellation of enrolment * accommodation or work arranged by your provider * Incorrect advice given by an education agent. The Overseas Students Ombudsman can investigate complaints about education agents who have an agreement with a provider to...
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...Objective To accomplish and fulfill my desire to be happy in an environment where I can offer my experiences. To learn more as I grow in audit department which is willing to give me a chance to improve and use many other skills that I have and am willing to learn, if given the opportunity. Profile Motivated, personable business professional with college degree and a successful 8-years track record of operation field in call center. Recently completed CMA-Part one course. Dedicate, energetic and motivated team player seeking a career that would enable me to utilize intoaudit field. Ability to work successfully in averseand experience situations. Innovative problem solver, who thrives on challenges excels under pressure and gets the job done. Bright, confident and responsive individual, who possesses outstanding interpersonal skills and the ability to resolve problems and disputes. Skills Summary Audit Skills Report Preparation Written Correspondence General Office Skills Microsoft Office Skills Customer Service Scheduling Marketing & Sales Professional Presentations Good command of both written & spoken English Professional Experience Call Center Supervisor - Senior Specialist Dec.-2010 to Present To ensure that the Call Centre agents are providing accurate information on all banking products to customers by using newly adopted tools and techniques, to work on achieving the set sales plan, achieve optimum customer satisfaction...
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...situations of neglect. It is my duty of care to safeguard individuals from harm. All employees should report any concerns of abuse they have. These might include evidence or suspicions of bad practice by colleagues and managers, or abuse by another individual, another worker or an individual’s family or friends. If I do not work in this way, I could be considered negligent or incompetent. If I am in any doubt at any time, I must discuss any issues I have with my supervisor / manager. Outcome 3 1. Describe how to respond to complaints Within my setting any complaint is handled seriously. All complaints are properly investigated promptly and appropriate action is taken on any concerns that are raised. All complaints are recorded and available on request from both OFSTED and parents. The records include any action taken for each individual complaint. 2.Main points of agreed procedures for handling complaints There are two stages to our complaint procedure Stage One If a...
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...INTRODUCTION Human resources is the most important asset for any organisation . In competitive business world main part of activities is carried out by the employees in the organisation. A healthy workforce ensures increased efficiency and productivity for organisation. Maintaining quality of work life for its employees is an important concern for the any organisation. The grievance handling procedure of the organisation can affect the harmonious environment of the organisation. The grievances of the employees are related to the contract, work rule or regulation, policy or procedure, health and safety regulation, past practice, changing the cultural norms unilaterally, individual victimization, wage, bonus, etc. Here, the attitude on the part of management in their effort to understand the problems of employees and resolve the issues amicably have better probability to maintain a culture of high performance. Managers must be educated about the importance of the grievance process and their role in maintaining favorable relations with the union. Effective grievance handling is an essential part of cultivating good employee relations and running a fair, successful, and productive workplace. Positive labor relations are two-way street both sides must give a little and try to work together. Relationship building is key to successful labor relations. This survey is an essential instruments that attempt to determine employees perception of working environment. There...
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...Satisfactory | | Yes | No | Participate in two role-plays observed by the assessor: * handling customer complaints * managing under-performing team member? | | | Performance indicators Did the candidate: | Satisfactory | | Yes | No | Demonstrate ability to consult with customers to resolve complaints using active listening: * asking questions * paraphrasing/summarising * using verbal prompts * maintaining good eye contact (if appropriate). | | | Apply techniques and strategies for resolving complaints as contained in or exemplified by procedures, for example: * assuming the customer is telling you the truth * never arguing with a customer * being honest if you don’t know the answer to a question * acknowledging the customer’s feelings, but concentrating on the facts | | | * apologising if appropriate * asking the customer how they would like to see their complaint resolved * offering what the customer wants (if within your authority) * explaining what you are authorised to offer * explaining referral procedures to handle non-routine enquiries and complaints (candidate should discuss arrangements to have manager contact customer to discuss and resolve complaint as per procedures)? | | | Demonstrate ability to develop human resources (team members) by monitoring performance to recognise areas for improvement, for example: * knowledge of procedures * training * stress relief, amended work schedule, etc? | | | Demonstrate ability...
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...Sydney NSW 2000 Australia T. + 61 2 9268 0809 E. info@businessinstitute.edu.au www.businessinstitute.edu.au Task 02 (Role Play): Manage and develop team Submission details The Assessment Task is due on the date specified by your trainer. Any variations to this arrangement must be approved in writing by your trainer. See procedure and task specifications below for details. You must submit both printed copy and soft copy of your answers. Submit printed copy of required evidences (your answers) to your Trainer with the "Assessment Cover Sheet" (Filled out and signed appropriately) attached on top of your answers. Upload the softcopy on the eLearning site with appropriate header and footer (Your name, student id, unit/subject name, assessment no, page no, etc.) The Trainer/Assessor may further prompt and question in order to receive answers of appropriate quality or if further clarification required and to validate authenticity of your submitted work. Assessment description Perform two role-plays in the context of the Innovative Widgets simulated business. In the first roleplay, you will follow procedures to handle customer complaints. In the second role-play, you will recognise areas in which you can improve the performance of a customer service team member. You will then coach the team member...
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...WHAT WAY DOES DISCIPLINE RELATE TO GRIEVANCES? ANSWER: In any organization, both the employer and the employee have mutual expectations. When an employee’s expectations are not fulfilled, he will have a grudge against the employer because of the disagreement or dissatisfaction it causes. Similarly, when an employer’s expectations about an employee are not fulfilled, the employer will have a grudge against such employee. It may be a problem of indiscipline. According to Dessler (2001), discipline is a procedure that corrects or punishes a subordinate because an error or procedures has been violated. Meanwhile Rue & Byars (1996) states that discipline should be viewed as a condition within an organization whereby employees know what is expected of them in terms of the organisation’s rules, standards and policies and what the consequences are of infractions. Discipline should never be used as a show of authority or power on the supervisor’s part. A formal discipline procedure usually begins with an oral warning and progresses through a series of activities. As Rue and Byars point out (1996, p.424), preventive discipline from progressing beyond the oral warning stage is obviously advantageous to both the employee and management. In general, discipline should be restricted to the issuing of...
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...2011). The introduction of online agents or systems is often motivated by a company’s wish to provide cost-efficient interaction solutions, for instance, by replacing human-to-human service encounters (Salomonson, et al., 2013). Top management has to identify and allocate the management resources to enable the complaints-handling process to function effectively (Ang & Buttle, 2012). Managers should provide active feedback, including notifications about procedures, delays and decisions (George, Graham, & Lennard, 2007). Customers often switch to an alternative service provider or another firm not only because of bad service, but also because of the unacceptable responses to customers (Keaveney, 1995). References Ang, L., & Buttle, F. (2012). Complaints-handling processes and organizational benefits: An ISO 10002-based investigation. Journal of Marketing Management, 28(9/10), 1021-1042. Charlton, G. (2011, October 11). Why online customer service is important: Infographic. Retrieved from https://econsultancy.com/blog/8130-why-online- customer-service-is- important-infographic/ George, M., Graham, C., & Lennard, L. (2007, April 1). Complaint handling: Principles and best practices. Retrieved from https://www2.le.ac.uk/departments/law/research/cces/documents/Complainthandling- PrinciplesandBestPractice-April2007_000.pdf Keaveney, S. (1995). Customer switching behavior in services industries: An exploratory study. Journal of Marketing, 59(2), 71-82. Salomonson...
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...Responsibilities: Setting up policies, procedures and implementation, sales management, strategy development, marketing/brand management, general management, coordination, communication and information sharing , handling escalations, facilitating induction and training of new staff, handling customer complaints, ensure prudent management of resources, preparation of daily and periodic progress reports, developing performance management and review indicators for monitoring and evaluation (PDR), handling grievances and discipline issues, succession planning and staff development, identifying new opportunities for existing and new products, evaluating customer research, competitor analysis, submitting monthly reports to the area manager. Identifying and monitoring sales activations. Managing annual centre budgets. Implementing company promotions and strategies. Assistant Manager: sales and marketing- Safaricom Ltd Responsibilities: Frequently showing how products and services work, and when a purchase is made, follows up with the buyer. Aiding the sales manager in promoting teamwork and inspire staff by offering incentives or bonuses. Providing targets and motivating staff to attain targets. Securing client and produce accounts for the team supervisor and oneself. Help in recruiting and training of sales staff. Regularly dealing with issues and sensitive enquiries. Arranging staff work and rotation. Dealing with finances of the section. Handling cash returns and the day’s sales...
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...Assessment 1 – Question and Answer 1) Discuss any four ways in which you can monitor your team’s ability to meet customer service standards. Customer feedback - the customer is the only person who can tell the company how their work is useful/helpful (as the company works to satisfy their necessities). Their feedback let the company measure their satisfaction and with this information they can improve their services / products. Team meetings – the staff deal with the customers or at least make part in the service/product which is going to be delivery to the customer. If a problem happens and the customer doesn't write a feedback about it, but just gently comment with the staff about it. This small feedback is really important and is a good idea to raise it in a meeting. Other example is if the same problems is occurring with another team member, it can be same problem or same situation occurring with different customers. It worth bring up everything that we can in a team meeting. Direct observation – is the manager responsibility to watch the staff while they are working. The manager needs to make sure that the receptionist knows how to treat and talk with the customer, the cleaner is not leaving any place dirty or incomplete, etc. And not only the manager, a team member can also help another one to improve their skills at work. Review of returned goods – if a product had a problem and the customer complained and returned it, it’s necessary to report the problem correct...
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