Management Programs

This unique workshop explores the intricacies of handling all types of employee concerns, issues, or complaints. Through a practice-based, step-by-step approach, you will enhance your understanding of:

• The internal complaint-handling process from A to Z
• The legal requirements organizations must observe
• The necessary process and communication skills

Key Topics

• The complaint process
• The role of the employee complaint handler
• Differentiating between legal and non-legal concerns
• Intake
• Handling the emotional aspects of employees
• Effective communication skills
• Essential interviewing questions
• Legal concerns: confidentiality and documentation
• Structuring an "investigation"
• Stating issues in terms of policies
• Using information-gathering techniques
• Interviewing employees for information
• Determining when to involve an attorney
• Complaint resolution
• Identifying solutions, interventions, or resolutions
• Monitoring and following up on issues
• Evaluating the effectiveness of the complaint process

Special Features

Simulated employee, human resources, and legal issues, including practice sessions, role plays, professional critiquing, and skill pointers

Who Will Benefit

HR managers or professionals who want to gain in-depth, hands-on experience in managing and resolving employee concerns

Prerequisite

Human Resources and the Law or Introduction to Human Resources Law or equivalent knowledge of employee legal issues. Recommend knowledge of complaint policies and procedures or EEO Internal, External and ADR Procedures.

This course is also available as part of Cornell's Blended Learning solutions.