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.
What attendees have said
“The workshop was very informative and interesting, providing valuable tips.” – Melbourne Participant