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Writer's pictureShiv Martin

What do I mean by an inclusive, informed and safe approach to Managing Challenging Interactions?

Inclusive, Safe, and Informed Approaches to Managing Challenging Complainants


Managing challenging, querulous, and persistent complainants in public service and dispute resolution roles is one of the most demanding tasks faced by mediators, conciliators, and complaints managers. It’s more than just navigating the law or having tough conversations—it requires a thoughtful, inclusive approach that considers the diverse needs of those involved, while also safeguarding the health and wellbeing of the staff handling these cases.


Through my work as a conciliator and trainer, I’ve learned that adopting strategies grounded in inclusivity and safety, for all concerned, is essential for effectively managing these complex situations.


Taking an Inclusive Approach


An inclusive approach means recognising that complainants come from a wide range of backgrounds and may have differing needs, including psychosocial disabilities that impact how they engage with the complaints process. Many querulous complainants feel misunderstood or marginalised, and this fuels their persistence in seeking resolutions that are often unattainable. By fostering an environment where all voices are heard (within limits), and by carefully listening to the concerns of complainants, we can maintain fairness and ensure their concerns are addressed in a structured, respectful way.

In my work with public service organisations, I’ve seen the benefits of setting boundaries early while still being empathetic. It allows us to manage expectations and helps complainants understand what can and can’t be achieved within the complaints process. This approach preserves the integrity of the process while ensuring that complainants feel genuinely engaged.


Taking an Informed Approach


One of the key elements that informs my approach to managing challenging complainants is staying up to date with the latest research in law, psychology, and neuroscience. Understanding the legal frameworks that govern complaints processes, coupled with insights from psychology about human behaviour and mental health, enables me to navigate complex cases more effectively. Additionally, neuroscience research offers valuable perspectives on how emotions, stress, and communication dynamics influence interactions with querulous complainants. This interdisciplinary approach helps ensure that my strategies are not only grounded in practical experience but also supported by the most current thinking in these fields, allowing me to deliver informed, holistic solutions in my work.

In my work managing challenging complainants, I place great importance on consulting a wide variety of resources. It's essential to draw not only from scientific research and legal theory but also from the lived experiences of those who have navigated these situations firsthand. This includes learning from legal and dispute resolution practitioners who are actively working in the field, as well as understanding the perspectives and strategies they use. Legal guidance, too, plays a critical role in ensuring compliance and fairness throughout the process. By blending these diverse sources of knowledge—lived experience, professional practice, and scientific research—I can create more comprehensive and effective approaches to managing difficult complainants, ensuring that both the complainant's needs and the system’s integrity are respected.


Workplace Health and Safety Considerations


It’s important not to overlook the toll these cases can take on the staff who are dealing with challenging complainants. Querulous and persistent behaviour can be exhausting, leading to burnout, disengagement, and a rise in staff turnover—particularly in environments where resources are stretched thin. I’ve observed this pattern firsthand in the public service teams I’ve supported. Breaking the cycle of burnout begins with clear WHS measures that ensure staff are not only protected but supported in maintaining resilience in the face of persistent complaints.

Ensuring that managers and staff have access to training, resources, and mental health support is critical. Providing tools for early identification of challenging behaviour and offering guidance on how to manage these cases reduces the strain on both individuals and the system as a whole.


Early Identification and Setting Boundaries


Spotting the signs of challenging behaviour early is crucial. Querulous complainants typically present patterns of repetitive complaints, and they often refuse to accept previous outcomes. By recognising these behaviours during the initial intake process, we can manage expectations early and provide clear communication about the boundaries of the complaints process.

In a recent case I worked on, we identified querulous behaviour early and implemented a structured intake process that involved setting clear limits on what the complaints process could achieve. This included providing a single point of contact to reduce frustration and offering mediation to give the complainant a sense of being heard in a neutral environment. While the individual continued to file complaints, the intensity and frequency of their filings decreased significantly, and the process was easier to manage for the staff involved.


The Role of Support and Training


Managers and staff need adequate training and resources to handle difficult cases effectively. This includes education on how to communicate with complainants, set boundaries, and manage expectations. Equally important is providing support for staff through counselling services, peer support networks, and regular debriefings. These resources help to manage the stress associated with difficult cases and ensure that staff wellbeing remains a priority.


Conclusion


Managing challenging complainants requires a balanced approach that is both inclusive and safe. It involves early identification of querulous behaviour, setting clear boundaries, and supporting the health and safety of staff. By ensuring that everyone involved is equipped with the tools they need, we can not only manage these cases more effectively but also foster a workplace environment that prioritises respect, fairness, and resilience.



I regularly provide inhouse and public workshops on managing challenging interactions. Send me an email for more information on my upcoming workshops: contact@shivmartin.com


Or visit my events page to RSVP: Events | Shiv Martin

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