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Triage! Minimising conflict and responding to complaints

What is a ‘real’ complaint? Is it office gossip or a genuine risk to your employees? How do I tell whether it is serious or not?

As an HR professional, you need to be able to respond to conflict, inappropriate behaviour and complaints, often when tensions are high and the pressure is on to take action. The earlier a complaint is recognised and assessed, the faster it will be resolved. In this practical training module, we will explore the causes of conflict, ways to minimise it and how to assess and respond to complaints quickly and effectively, after considering the options and determining the best way forward.


Topics covered:

Addressing conflict effectively:

  • The causes of conflict
  • High performing workplaces
  • Ways to minimise conflict.

What to do when faced with complaints and allegations:

  • ‘Triaging’ complaints – choosing the best way forward
  • Assessing the complaint
  • Clarifying the complaint but maintaining limits.

What is the best response?

  • Informal options
  • Formal options.

Managing risks:

  • Including bullying claims, unfair dismissal, adverse action.


The course is designed for:

  • HR professionals
  • Managers
  • Compliance officers


1 ½ hours or half day.

The half day version involves interactive discussion and case studies.


Course held in-house at your organisation, delivered for up to 20 people –

1 ½ hours – $1,600 + GST

Half day – $2,800 + GST


Book Your In-House Training Course

To book this in-house training course or discuss your training needs, please simply contact us now!