How does psychology improve complaints handling?

Psychology helps explain why words and tone trigger emotional responses. Using calming, inclusive language reduces defensiveness and builds trust.

What is the CURE framework in complaints handling?

The CURE framework – Clarity, Understanding, Responding, Empowering – provides a simple structure for complaints conversations, helping staff manage conflict effectively.

Why do small language changes matter in complaints conversations?

Words like “honest” or “victim” can escalate defensiveness, while neutral alternatives like “open” or “affected person” invite calm, constructive dialogue.

Do you provide complaints handling training in person and online?

Yes. I deliver tailored training and coaching programs both online and in person across Australia, helping complaints teams build confidence and resilience.

How can Shiv Martin Consulting help my organisation improve complaints management?

I provide consulting, training, and coaching for complaints teams, HR, and leaders to strengthen communication, reduce escalation, and improve outcomes.

Beyond Compliance: The Psychology of Challenging Conversations in Complaints Handling

Shiv Martin
Dec 22, 2025
3 min read

Updated: 3 days ago

If you work in complaints management, every conversation matters. The words you choose can either calm a caller or push them further into frustration. I know from training complaints teams that the difference often comes down to the smallest language choices.

The Importance of Language in Complaints Management

Neuroscience tells us that words shape the way our brains respond. Threat words like “honest” or “victim” can trigger defensiveness. Neutral words like “open” or “affected person” invite calm, reflective thinking.

In complaints handling, where people are often already upset, these small differences are game-changers.

You can read more about the impact words make in my blog article: The Power of Words.

Introducing the CURE Framework

I often teach teams my CURE framework for complaints conversations. It stands for:

Clarity of role and process: Make sure the caller knows who you are and what you can do.
Understanding before responding: Let them tell their story without interruption.
Responding and reality testing: Share information and options, then check expectations.
Empowering and ending: Leave the caller with clarity, dignity, and next steps.

This structure works because it contains emotion, builds trust, and provides closure.

Shiv's CURE Framework - a universal approach to conflict management

Lessons from Coaching Complaints Teams

When I coach teams, the biggest breakthrough usually comes when staff realise they do not have to fix everything. Their role is to listen, clarify, and guide. The relief is immediate, and their confidence grows.

I often see people shift from defensive body language to leaning forward with curiosity once they realise the goal is not to argue but to connect.

Practical Tips for Effective Complaints Handling

Use plain language: Jargon increases frustration.
Validate feelings without overpromising: “I can see this has been difficult” is powerful.
Slow the pace: Agitated callers speak fast. Slowing your voice calms the conversation.
Offer choice where possible: Even small choices restore a sense of control.
Summarise and check back: Ask, “Have I captured that correctly?” to show you are listening.

Team workshop setting showing training in action.

The Cost of Getting it Wrong

When complaints conversations go poorly, the impact is bigger than one upset caller. It can lead to:

Escalated grievances and legal risk.
Loss of public trust in the organisation.
Increased staff stress and turnover.

This is why psychology-informed complaints handling is not a “soft skill” - it’s a core capability for organisational resilience.

Why It’s More Than Compliance

Too often, complaints work is seen as ticking a legal or policy box. In reality, each call or email is a moment to restore or erode trust. A strong conversation can transform anger into respect.

👉 If your team is ready to strengthen their confidence in complaints conversations, explore my workplace training options.

Free Resource: Conflict Management Guide for Advocates

My DIY Mediation quick guide for workplace conflict provides HR Managers with effective strategies, practical tools, and real-world case studies to build strong relationships and resolve disputes in the workplace.

Although this guide was designed for advocates, it contains effective strategies for building strong relationships and resolving disputes.

The guide also includes my CURE approach - a universal guide to conflict management. With simple, effective strategies, you can foster collaboration and reduce the need for external mediators.

Download your FREE Guide here

We provide:

Workplace conflict resolution skills training in Brisbane, Australia and New Zealand wide and online to a range of global clients.
Workplace mediation for unresolved conflict or tension.
Leadership coaching to build communication and resolution skills.
Team building and facilitation for groups that want to reconnect and move forward, without necessarily labelling the situation as conflict.

Whether your team is facing early signs of friction or entrenched issues, we help you take a practical, people-smart approach to strengthening your culture.

How to Book Conflict Resolution Services

You can visit www.shivmartin.com.au to register for a webinar and read more about our services. Book a FREE confidential consultation here.

📧 Email: contact@shivmartin.com

📞 Phone: 0433 904 303

About the Author

Shiv Martin is a nationally accredited mediator, practicing solicitor, conciliator, decision-maker, and certified vocational trainer. With extensive experience in complex dispute resolution, stakeholder engagement, and team building across business, community, and governmental sectors, Shiv brings over a decade of unique and diverse expertise in Law, Management, Vocational Education, and Mediation.

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