Grievance Complaint Handling

Course details

The Grievance Complaint Handling workshop is designed to provide business owners and managers with an insight into how to handle complaints, grievances and disciplinary issues within the work place. This is a difficult task for any manager as you need to know and protect employee’s rights, whilst also following correct procedures.

Who Should Attend?

This course would be suitable for people who need to understand how to effectively deal with complaints, grievance procedures and implement discipline within the work place.

Course Objectives:

• To gain an understanding of the employment law and various acts that are in place.
• To understand the Purpose of Complaints policy and procedures.
• To understand the Disciplinary policy and procedures, and be able to document events properly so as to have proper records should it come to a disciplinary stage.
• To outline the Purpose of Grievance policy and procedures. What to do and expect when a grievance case is brought to your attention.

Course Programme:

• Understand your style of management and how it might reflect in a Grievance, Conflict or Disciplinary situation.
• Appropriate and inappropriate ways of dealing with people and situations.
• To resolve the conflict by developing mediation skills.
• Understand how changes in the company can cause grievances and conflict.
• Practice and develop skills in conflict resolution.
• Gain techniques for dealing with upset and frustrated members of staff and public.
• Learn how to develop listening skills, and give feedback.

Training Methods:

• Classroom based power-point presentation & interactive discussion with role-playing.
• There will also be course hand-outs & group exercises.

Additional Information:

• Maximum of 12 participants.
• Certificate of Competence will be issued to all learners who attend this course.
• Price on application. We can also offer group discounts.