Managing Complaints and Grievances
Helping you to manage and contol grievance situations
Complaints and grievances can be raised at any time on any issue - and they can often result in a considerable amount of work, not to mention concern. So it's essential that managers can deal with them in a fair, consistent manner.
This practical half-day workshop uses a mixture of discussion and case studies. It explains what is meant by the term 'grievance' and considers what courses of action you can take if a complaint is raised in the workplace.
- What is the difference between a concern, a complaint and a formal grievance?
- What should you do if a member of staff raises a concern?
- How can you encourage discussion?
- How can you manage disputes between members of staff?
- What techniques can you use to resolve concerns?
- How can you use mediation?
- What is a formal grievance?
- What procedures should you follow?
- What constitues a fair process?
- How can you investigate a grievance?
- What rights does an employee have during a grievance process?