Advanced Employee Complaint Handling HR332
Price varies by session or location
This workshop provides you with the advanced skills needed to handle complex employee internal complaints and investigations. 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
Pre-requisite
Employee Complaints and Internal Investigations or EEO Complaints and Internal Investigations.
This course is also available as part of Cornell's Blended Learning solutions.