Training activity information
Details
Raise an issue with estates or an external contractor and follow through to resolution
Type
Developmental training activity (DTA)
Evidence requirements
Evidence the activity has been undertaken by the trainee​.
Reflection on the activity at one or more time points after the event including learning from the activity and/or areas of the trainees practice for development.
An action plan to implement learning and/or to address skills or knowledge gaps identified.
Considerations
- Communication with service providers
- Local protocols and approvals for raising issues
- Permits to work
- Financial implications
- Prioritisation and urgency of resolving issues
- Methods statements and risk assessments
- Acceptance criteria
- Service report
Reflective practice guidance
The guidance below is provided to support reflection at different time points, providing you with questions to aid you to reflect for this training activity. They are provided for guidance and should not be considered as a mandatory checklist. Trainees should not be expected to provide answers to each of the guidance questions listed.
Before action
- What is the specific issue you intend to raise with estates or an external contractor?
- What is the desired resolution?
- How will addressing this issue contribute to applying guidance and contractual requirements and practicing effective communication?
- Consider how resolving this issue might relate to capacity and contingency planning within the department.
- What are the relevant procedures for reporting issues to estates or external contractors?
- Do you know the contractual agreements in place with the specific contractor (if applicable)?
- Who is the appropriate point of contact for this type of issue?
- What information or evidence will you need to clearly articulate the issue?
- Will you discuss the issue and your proposed approach with your training officer?
- Will you gather all necessary information and documentation related to the issue?
- Will you consider different approaches to communicating the issue and potential resolutions?
- How will you plan to follow through on the issue until it is resolved?
- What are your feelings about raising this issue and interacting with estates or an external contractor? Are you anticipating any potential challenges in resolving the issue?
In action
- How are you currently communicating the issue to estates or the external contractor?
- What method of communication are you using and why?
- How are you prioritising the information you share?
- What steps are you taking to ensure the issue is understood and actioned?
- Are you finding the initial communication or the follow-up more natural?
- Where are you having to consciously think about professional communication and escalation processes?
- Is your communication leading to a clear understanding of the issue and a commitment to resolution? Are you seeing progress towards a solution?
- Are you experiencing difficulties in getting a response, ensuring the correct action is taken, or navigating organisational processes?
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- Are you gaining insights into effective communication with external parties, problem-solving strategies, or the processes for resolving issues within the organisation?
- Are you applying your communication skills, understanding of departmental needs, or knowledge of escalation procedures?
- If your initial approach is not yielding results, are there other ways to communicate the issue or escalate it appropriately?
- Would it be beneficial to seek advice from your supervisor on how to proceed or escalate the issue?
- Are you confident in your ability to manage this issue within your current responsibilities?
On action
- What was the issue you raised, and who did you need to contact?
- What steps did you take to follow through to resolution?
- What methods of communication did you use?
- What were the different stages involved in resolving the issue?
- What did you learn about the process of liaising with estates or external contractors?
- How effective were your communication skills in addressing the issue?
- What challenges did you encounter in following through to resolution?
- Did you learn anything new about guidance and contractual requirements when dealing with external contractors?
- How will this experience influence your approach to raising and resolving issues with external parties in the future?
- What did you learn about effective communication strategies in this context?
- Are there any specific organisational policies you need to be more aware of when dealing with estates or contractors?
Beyond action
- Have you had occasion to interact with estates or external contractors since resolving the initial issue?
- Did you reflect on your previous experience during these interactions?
- Have you discussed your approach to raising and resolving the issue with colleagues? Did they share similar or different experiences?
- Have you reviewed any guidance or contractual requirements related to external contractors since completing this training activity? How does your experience align with this guidance?
- Has your confidence in communicating with external stakeholders using a variety of methods been influenced by this experience? How?
- Are you more proactive in identifying and addressing issues with estates or contractors now?
- How has this training activity contributed to your understanding of applying guidance and contractual requirements in practice when dealing with external contractors?
- What did you learn about effective communication and problem-solving in this context that will be valuable in future interactions with various stakeholders?
- How will you approach similar situations in the future, potentially streamlining the process or anticipating challenges based on this experience?
- Has this experience highlighted any specific areas of contractual agreements or organisational procedures that you need to understand better for future practice?
Relevant learning outcomes
| # | Outcome |
|---|---|
| # 2 |
Outcome
Apply guidance and contractual requirements in practice when dealing with external contractors. |
| # 3 |
Outcome
Practice effective communication with a range of stakeholders using a variety of methods. |
| # 4 |
Outcome
Apply capacity and contingency planning in practice and plan departmental work schedules. |