Course: Investigating Complaints

Who is this course for?

This course is suitable for any manager who has responsibility for dealing with employee complaints or who provides advice to others on how to look into work place concerns.

Course Objectives

This course will help managers to:

  • Clearly identify the complaints being raised
  • Follow a clear and structured process
  • Gather relevant evidence without getting bogged down
  • Use appropriate questioning techniques
  • Evaluate evidence to reach sound findings
  • Draw their conclusions together into a clear report

Example Course Content

Introduction and objectives

Tackling Complaints
– How complaints come to light
– Importance of tackling complaints
– Identifying misconduct

Importance of Investigations
– Why investigate?
– Purpose of the investigation stage

Conducting the Interviews
– Interview techniques and styles
– Note taking tips
– Handling non-co-operation
– Common pitfalls to avoid
– Reaching Conclusions
– Weighing up the evidence
– Reaching sound findings

Preparing a report

Next steps