Agree Inc.
  Agree Dispute Resolution
Leaders in Mediation, Arbitration, Training, Partnering, Facilitation, Coaching and Ombudsman
 
 
  Local (905)-627-5582 Toll Free 1-800-524-6967 
 
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Handling Complaints at the Front Line


A Systematic Approach to Harassment for Managers and Supervisors

Almost all harassment and human rights complaints begin at the front line, and if ignored or mishandled, can result in significant costs, including exposure to liability, lost productivity, poor publicity and reputation, and lengthy investigations by government agencies.

This workshop, aimed at all front line managers and supervisors, will: help participants recognize various types of complaints early, and guide them in appropriate responses and actions to take that will achieve best outcomes.

Participants will also learn about informal, interest-based resolution processes, how they fit into a formal investigation, and when to suggest and use these resolution-focused processes without compromising the quality of the investigation.

The focus of this workshop will be upon participative exercises.


Sample topics include:

  • how to recognize different types of complaints
  • how to assess complaints and gather information in a safe, credible way
  • how to offer an appropriate first response to complainants
  • understanding the basic legal framework that complaints and harassment operate in
  • awareness of personal and corporate exposure to liability and the legal implications of first responses
  • what internal and external resources are available
  • when to make the appropriate referral practice
  • first responses in a safe setting with peers conflict of interest and other ethical issues
  • responding to rumours when no complaint exists
  • managing chronic "complainers"
  • basic interviewing skills and documentation issues

Agree is a recognized Canadian leader in the field of alternative dispute resolution, and its principals are internationally known as mediators, investigators, conflict managers, authors, speakers and trainers.

If you are interested in offering this program for your organization, contact Agree for details.

 
General Training Information
Experiential Adult Learning by Design
Customized Workshops
Accolades from our Clients
 
Conflict Management Skills for the Future
Agree can provide customized in-house workshops for your organization on the following topics.
Strategic use of ADR
Conflict Management for Managers and Supervisors
Executive Conflict Management
Sending the Right Signals
Conflict Management for Front Line Managers
Investigation & Fact Finding Workshop
ADR Training for Lawyers
Advocacy Skills in Mediation
Mediation Skills in the Organization
Partnering
Strategic ADR
Business Coaching Program
Interest-Based Negotiating Smarts
 
Public Courses and Programs
Dispute Resolution - Fundamentals and Mediation
Organizational Conflict Approaches
Certificate Program in Conflict Management
Calendar of ADR Workshops and Programs
 
 
 
 

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