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Have you ever felt under attack from a complaint, even when you were doing your best? That emotional reaction is completely natural. How you respond can either calm the situation or make it worse. By the end of this course, you’ll be able to use the LEARN technique to respond to complaints with empathy and professionalism - without becoming defensive.
At Kineo Courses, we know that time is precious - and so is learning. That’s why we’re thrilled to bring you Kineo Shorts, a brand-new series of bite-sized courses designed to deliver focused, actionable insights in just 5-10 minutes, for all employees globally.
Each Kineo Short tackles one essential learning challenge within a broader topic, giving learners the tools they need, exactly when they need them. Whether it’s between meetings, during a coffee break, or right before a big presentation, these short courses are built to fit seamlessly into the flow of work. They all include interactive reflections, practical scenarios, and a downloadable resources to reinforce learning long after the course ends.
This is more than just a new format - it’s a response to what learners have been asking for: short, sharp, high-impact practical learning moments on the top issues facing modern workforces, designed to focus on solving one specific learning problem within a wider topic. This enables learners to access mobile-friendly, accessible, in-the-moment and on-demand microlearning, which fits into their busy schedule with ease and helps them with an immediate need.
The LEARN technique is a well-established communication framework used particularly in healthcare, communications, and education to support empathetic, culturally competent, and non-defensive responses to complaints. It is endorsed by institutions such as the University of California, San Francisco (UCSF), where it is integrated into diversity and inclusion training for clinicians, and by the U.S. National Institutes of Health (NIH), which promotes it as a best practice for improving communication with diverse populations.
The LEARN technique is a practical and empathetic framework for handling complaints effectively across a wide range of settings. It encourages staff to Listen actively, Empathise with the person's experience, Apologise sincerely, Respond constructively, and Navigate to a resolution.
This structured approach helps build trust, reduce defensiveness, and guide conversations toward positive outcomes. By following LEARN, staff can remain calm and professional even in emotionally charged situations, making the person feel heard and respected while also maintaining service standards.
