All categories/Teaching and training
Classroom delivery · Level Advanced · Classroom Complaint Teaching
Complaints: absorb, then solve
A learner says the course was useless and wants a refund.
Prompt
Three things in class: get them doing, surface misunderstanding, make feedback specific. Being eloquent is not the goal.
Task: A learner says the course was useless and wants a refund.
[Before you start, do three things]
1. Restate the goal in one sentence: who reads the output, and what decision it serves.
2. If I have not given you the following, ask me. Do not assume:
- the specific complaint
- what was delivered
- terms
- what I can offer
3. Say how you plan to do it (at most 5 steps) and wait for my go-ahead.
[Go through each of these]
- restate their dissatisfaction
- concede specific shortfalls, not what you did not do
- two options with conditions
- who decides beyond my authority
[Process]
1. Read the room before following the plan
2. Surface misunderstanding with questions
3. Feedback on behaviour and next step, never on the person
4. Separate tasks by level
5. Leave two minutes for their recap
[Output]
Reading the room, questions, feedback, tiers, close.
[Do not]
- Never embarrass anyone
- Never 'this is so simple'
- Do not skip practice to keep pace
- 'Any questions' is not interactionWhat to state before it starts
Leave these unsaid and the model fills them with an assumption. Most 'wrong answers' start here.
- the specific complaint
- what was delivered
- terms
- what I can offer
Go through each of these
Where this kind of work most often goes wrong. Already in the prompt, so you do not have to remember it.
- restate their dissatisfaction
- concede specific shortfalls, not what you did not do
- two options with conditions
- who decides beyond my authority