Advanced Employee Complaint Handling HR332
$1495.00
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.