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22nd June, 2021

Complaints and How to Survive Them E4: Creating a Workplace Where it’s OK to Fail with Prof Susan Fairlie and Dr Jane Sturgess

With Rachel Morris

Dr Rachel Morris

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Prof Susan Fairley and Dr Jane Sturgess join us in this episode to discuss how to create a workplace where you can handle difficult conversations and not shy away from failure.

Episode transcript

R.achel Morris: Do you live in fear of a complaint? Do you dread making mistakes or getting something wrong? No one goes to work expecting to fail and no one ever likes to be wrong or receive a complaint. But making mistakes is normal. After all, no one has a 100% success rate, and receiving complaints from patients and clients could be seen to be an occupational hazard. We know this. So why do we find it so hard to cope when it happens? And it will. That’s why we’ve put together a series of You are Not a Frog…

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