A masterclass for those who need to see around corners
What is a complaint? How do I tell whether it is serious or not? How do I manage the complainants expectations?
When an employee raises a workplace complaint, the first step you take is critical. The earlier a complaint is appropriately assessed, the faster it will be resolved.
Learning how to “triage” a complaint effectively will teach you how to determine if it is office gossip or a genuine complaint, and determine if the best response is a formal discussion, mediation,
preliminary assessment, investigation, or a broader culture review.
- What is a complaint?
- Hearing the employees’ 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
This course is presented by Associate Director and Practice Leader- Leadership and Culture, Angela Seach.
Book by 30th June, 2026 with the promocode EOFY2026 to receive a 10% discount.