Enhancement Training seek to create an environment in our training centre which encourages and reinforces good behaviour.
- To define acceptable standards of behaviour
- To encourage consistency of response to both positive and negative behaviour
- To create an environment which encourages and reinforces good behaviour
- To promote self-esteem, self-discipline and positive relationships
- To ensure that the training centre expectations and strategies are widely known and understood
- To encourage the involvement of both home and school in the implementation of this policy.
Standards of Behaviour
In seeking to define acceptable standards of behaviour it is acknowledged that these are goals to be worked towards rather than expectation which are either fulfilled or not. The children bring to the training centre a wide variety of behaviour patterns based on differences in home values, attitudes and parenting skills. At the training centre, we must work towards standards of behaviour based on the basic principles of honesty, respect, consideration and responsibility.
Enhancement Training Ethos
The staff at our training centre has an important responsibility to model high standards of behaviour, both in their dealings with the learners and with each other, as their example has an important influence on the learners.
As staff, we should aim to:-
- create a positive climate with realistic expectations
- emphasise the importance of being valued as an individual within the group
- promote, through example, honesty and courtesy
- provide a caring and effective learning environment
- encourage relationships based on kindness, respect, and understanding of the needs of others
- ensure fair treatment for all regardless of age, gender, race, ability and disability
- show appreciation of the efforts and contribution of all
Rules and Procedures
Rules and procedures should be designed to make clear to the learners how they can achieve acceptable standards of behaviour. This will be discussed during induction week and completion of class code of conduct.
Rules and procedures should:-
- Be kept to a necessary minimum
- Be positively stated, telling the learners what to do rather than what not to do
- Actively encourage everyone involved to take part in their development
- Have a clear rationale, made explicit to all
- Be consistently applied and enforced
- Promote the idea that every member of the training centre has responsibilities
The use of consequences should be characterised by certain features:-
- It must be clear why the sanction is being applied
- It must be made clear what the changes in behaviour are required to avoid future consequences
- Group consequences should be avoided as they breed resentment
- There should be a clear distinction between minor and major offences
- It should be the behaviour rather than the person that is being punished
Sanctions range from expressions of disapproval, through withdrawal of privileges, to referral to the Learning Mentor, letters to parents and, ultimately and in the last resort, exclusion. Most instances of poor behaviour are relatively minor and can be adequately dealt with through minor sanctions. It is important that the sanction is not out of proportion to the offence.
Where anti-social, disruptive or aggressive behaviour is frequent sanctions alone are ineffective. In such cages, careful evaluation of the curriculum on offer, classroom organisation and management, and whole training centre procedures should take place to eliminate these as contributing factors.
Complaints Policy and Procedure
Enhancement Training is committed to providing a quality service for all staff and learners. One of the ways we can continue to improve our service and adapt is by listening and responding to the views of our staff, customers and learners and in particular by responding positively to complaints.
Therefore, we aim to ensure that:-
- making a complaint as easy as possible
- we treat a complaint as clear expression of dissatisfaction with our service which calls for immediate response
- we deal with complaints promptly, politely and when appropriate, confidentially
- we response in the right way, for example, with an explanation or an apology where we have got things wrong
- we learn from complaints and use them to improve our service and review our complaints policy and procedures
We recognise that many concerns will be raised informally, and dealt with quickly.
Our aims are to:-
- resolve informal concerns quickly
- keep matters low key
- enable mediation between the complainant and the individual to whom the complaint has been referred
An informal approach is appropriate when it can be achieved. If concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.
Our responsibility will be to:-
- acknowledge the formal complaint in writing
- respond within a stated period of time
- deal reasonably and sensitively with the complaint
- take action where appropriate
A complainant's responsibility is to:-
- bring their complaint, in writing, to the Line Manager's attention within 8 weeks of the issue arising
- raise concerns promptly and directly with your Line Manager
- Explain the problem as clearly and as fully as possible, including any action taken to date
- allow Line Manager a reasonable time to deal with the matter
- recognise that some circumstances may be beyond Enhancement Training's control
Formal Complaints Procedure
In the first instance, if you are unable to resolve the issue informally, you should write to your Line Manager. In your letter, you should set out details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 5 working days of receipt. You should get a response and an explanation within 14 working days.
If you are not satisfied with the initial response to the complaint then you can write to the Director and ask for your complaint and the response to be reviewed.
You can expect the Director to acknowledge your request within 5 working days of receipt and a response within 14 working days. Our aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require a longer period to be fully investigated. Consequently, timescales given for handling and responding to complaints may change but you will be informed of any changes made.