This one day workshop will cover proven strategies and techniques to help navigate the complaint management process and arrive at a fair and impartial conclusion.
Some complaints investigation processes, in particular when the complaint is serious in nature, can be based on a law enforcement model, where the purpose is to apportion blame and to allow for appropriate action to be taken against the person (or persons) found to be responsible.
With complaints handling, this approach can be too narrowly focused and the opportunity to find a timely and effective resolution can be lost, along with the ability to acknowledge the needs of all of the stakeholders in the complaint.
This workshop will cover:
- How to apply a complaint management workflow, including assessment and deciding on a response
- Distinguishing between an Assessment and an Investigation
- Considerations for responding with an Investigation
- Interviewing skills and techniques
- A process for planning, conducting and reporting on a basic Investigation
WHO SHOULD ATTEND
Ideal for anyone handling escalated complaints or investigations, and those supervising others investigating complaints.
Bryan Cook is the principal investigator at Ashdale Workplace Solutions and has 20 years’ experience as an investigator. He currently advises on complaint management processes and complex investigations. He is an expert and highly engaging facilitator and trainer with stories that will both educate and entertain.
2016 dates to be advised. Check the website regularly for updates
Members (three or more from one company) $620 per person.
Members $690 per person
Non-member $800 per person
Call 02 8095 6429 for more information
Can’t make the dates, no problem – we can come to you
Our training courses and workshops are available to be conducted in-house, on your site, at a date that is convenient for your entire team. Ask us for a tailored proposal for your team’s training.