What is a complaint? How do I tell whether it is serious or not? How do I manage the complainants 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 employees’ concerns.;
- 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
Book by February 28th, 2025 using the promocode EARLYBIRD2025 to receive a 10% discount at the checkout. All training is presented online viz Zoom.
