To ensure a consistent approach in relation to the handling of staff concerns and complaints within an organisation, it is highly recommended that organisations and their senior staff deal with issues internally in the first instance. Our Managing Conflict traning program assists with the selection of appropriate strategies to prevent and deal with complaints within the workplace and helps participants better understand factors that can trigger conflict and formal complaints.

The course content includes:

• Identification and management of complaints
• Formal v informal conflict resolution processes
• Contributing factors of conflict
• Complaint handling principles
• Ethical considerations
• Record keeping
• Practical application through the utilisation of mock investigations and mediations

The length of WorkMatters programs can vary and are tailored to meet the needs or your organisation.