Course: Managing Grievances

Who is this course for?

This course is suitable for managers and team leaders who are responsible for managing staff complaints and for anyone else who provides advice to others on handling staff complaints.

Course Objectives

  • This course will help managers to:
  • Understand the importance of dealing with staff complaints
  • Use formal and informal techniques
  • Plan and implement an effective process to resolve concerns
  • Make decisions and bring complaints to a conclusion
  • Effectively manage the working relationship going forward

Example Course Content

Introductions and objectives

Attitudes to complaints
– Company attitudes
– Rationale for hearing complaints
– Employee perceptions

Formal verses Informal
– Handling complaints informally
– When to make it formal
– Legal requirements

Grievance Procedures
– Step by step process
– Making a decision
– Possible outcomes

Concluding Matters
– Bringing complaints to a conclusion
– Preventing old complaints from resurfacing
– Breakdown in relationships