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Trauma Informed Complaint Management
Module 1: Introduction to On-TARGET
Introduction to the Course
Overview of legal and emotional stakes in complaint handling
Preview of On-TARGET Response framework
Module 2: Trauma-Informed
Brain science behind trauma and behavior
Common trauma responses and misconceptions
Techniques to avoid re-traumatization
Knowledge Check
Module 3: Accountable
Clarifying accountability vs. liability
Taking ownership without overpromising
Knowledge Check
Module 4: Respectful & Responsive
Avoiding defensiveness and dismissiveness
Active listening and structured follow-through
Responding to concerns with consistency and empathy
Knowledge Check
Module 5: Genuine
Sincere responses and apologies
Avoiding false promises
Knowledge Check
Module 6: Empowering
Providing choice without sacrificing process integrity
De-escalating through empowerment
Knowledge Check
Module 7: Transparent
Mitigate damage with a transparent process
Building trust with transparent communication
Balancing discretion and disclosure
Knowledge Check
Module 8: Application + Roleplay
Interactive practice with real-world scenarios
Module 9: Implementation Planning
Integrating the On-TARGET Response into policy and culture
Next steps and internal ownership
Wrap Up
Teach online with
Balancing discretion and disclosure
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