Management Programs

This workshop provides you with the advanced skills needed to internally handle complex employee complaints and concerns. You will work through an intensive series of issues presented by a challenging case study from which you will further develop:

• Investigatory interview techniques
• Thorough investigation methods
• Strategies for avoiding common errors
• The necessary steps for creating and implementing solutions

Key Topics

• Advanced techniques for handling complaints
• Interview note-taking methods
• Checklists for all stages of the process
• Anticipating potential legal issues
• Developing a sound investigative strategy
• Knowing when an investigation is complete
• Implications of creating documentation
• Ensuring successful resolution
• Defining your role in the resolution process
• Creating individual or group multiple solutions
• Guidelines for developing interest-based resolutions
• Presenting resolutions persuasively
• Options when resolution is not achieved
• Weighing the information and determining credibility
• Preparing a formal complaint and organizational report
• Enhancing your communication skills
• Effectively phrasing what you say
• Addressing difficult situations

Special Features

Mock complaint-handling practice sessions, including professional critiquing and skill pointers

Who Will Benefit

HR and EEO/AA managers and professionals who want additional strategies and methods for handling complaints

Prerequisite

The Dynamics of Handling EEO Complaints or The Dynamics of Handling Employee Complaints & Concerns.

Instructors

Susan W. Brecher, Shelley M. Greenwald, Andrea M. Basile Terrillion

Your instructors will be selected from these faculty members.

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