De-escalating Complaints with Negotiation-Informed Communication

Complaints rarely escalate because of the issue alone.
More often, escalation is driven by how communication lands when emotions are high and trust is low.

This free, practitioner-led webinar explores how negotiation-informed communication can reduce defensiveness, prevent escalation, and improve outcomes for both organisations and staff.

De-escalating Complaints with Negotiation-Informed Communication

Complaints handling is often treated as a technical process: policy, procedure, evidence, and timeframes.

But escalation usually happens elsewhere.

It happens when people feel unheard, dismissed, or managed rather than understood – even when organisations believe they are being reasonable and fair.

In this 75-minute practitioner-led webinar, Rachel Gale, former police negotiator and complaints specialist, explores how communication under pressure influences complaint behaviour and escalation.

Drawing on real-world negotiation and complaints experience, the session focuses on why well-intentioned responses sometimes make situations worse – and what organisations can do differently.

This is not script-based training and it is not about “being nicer”.
It is about reducing threat, strengthening defensibility, and protecting staff wellbeing.

What you’ll gain

• Why complaints escalate even when organisations think they’re being reasonable
• How listening for meaning, not just facts, changes conversations
• The risks of moving to solutions too quickly
• How everyday language can unintentionally increase defensiveness
• Why good communication is a governance tool, not a soft skill

Includes a real-world case example bringing these principles together.

Practical details

• Duration: 75 minutes
• Format: Online (Microsoft Teams)
• Interaction: Attendees muted; questions via chat
• Cost: Free
• Places: Limited to maintain quality

Joining details will be sent to registered attendees.