Dear Liz,
I think your point about complaints staff is a very valid one, and I
would be very interested to hear of how other institutions support
their staff in this respect.
I think also, however, that the issue is not limited to complaints
managers, but could be broadened to include all those who deal
with students (and their parents!) face to face, particularly at key
points in the year; such as post-results dissemination (especially
following reassessment).
Obviously, there are critical points in the academic cycle when one
would expect tensions to be higher than normal, and when
administratve sytems are stretched to capacity. However, I would
be interested in finding out if other colleagues have the impression
that complaints are becoming more numerous and vociferous as
there is now much more at stake for students and their families in
their relationship with the University - not least of all financially, but
socially as well.
Yours,
Paul Clark
Paul Clark
Assistant Registrar (Student Programmes)
Chester College of Higher Education
Parkgate Road
Chester, CH1 4BJ
Tel:01244 375444
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