Triage! Handling Complaints at an Early Stage

What is a ‘real’ complaint? How do I tell whether it is serious or not? How do I manage the complainant’s expectations? The earlier a complaint is recognised and assessed, the faster it will be resolved. Learn to draw the line between office gossip and a genuine complaint quickly and effectively, including all of the steps required to have an informed conversation about the employee’s concerns.

Topics covered:

  • What is a ‘complaint’?
  • Hearing the employee’s concerns: How, where, what questions to ask, how to document the conversation
  • Giving advice and referrals
  • What is your role? Coach, mediator, advisor, judge…?
  • The spectrum of risk and seriousness
  • Escalation: Applying formal options

Suitability:

This course has been designed for:

  • Risk, compliance and HR Managers
  • In-house counsel
  • Contact officers

Duration:

1 ½ hours

Cost:

Course held in-house at your organisation, delivered for up to 20 people – $1,600 +GST

Book Your In-House Training Course

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