Handling Complaints and Grievances in Employee Relations

Details

Complaints and grievances are inevitable in any workplace. This course will delve deep into the complexities of complaints and grievance management, ensuring that participants are well-equipped to handle these situations in a manner that is fair, consistent, and in line with organizational goals and policies.

Target Group

Target Group: Professionals responsible for managing employee relations and those who play a role in handling complaints and grievances in an organization.

• Senior specialists in employee relations
• HR managers and executives
• Team leaders and supervisors

Goals

• Understand the difference between complaints and grievances and the implications of each.
• Master the art of active listening to ensure employees feel heard and valued.
• Develop a structured approach to investigate and resolve complaints and grievances.
• Learn to navigate the legal and ethical considerations surrounding complaints and grievance handling.
• Enhance communication skills to facilitate smoother interactions with aggrieved parties.
• Integrate the principles of fairness, empathy, and consistency in all grievance handling procedures.

Target Competencies

• Active listening
• Conflict resolution
• Effective communication
• Decision-making
• Mediation skills
• Ethical judgment

Outlines

Understanding Complaints and Grievances

• Definitions and Differences
• Recognizing the Signs
• Implications for Organizational Health
• Legal Aspects of Complaints and Grievances
• Role of Employee Relations Specialist in Managing Them

Effective Communication in Grievance Handling

• The Art of Active Listening
• Communication Barriers and How to Overcome Them
• Ensuring Transparency in Communication
• Role of Feedback in the Grievance Process
• Non-verbal Communication Cues in Grievance Situations