Do your staff need training in complaints management, managing difficult conversations, workplace investigation skills or dispute resolution?
On Track Investigations offers high quality training services to our clients. Our skilled and qualified specialist trainers have extensive experience in the modules they teach and can provide your staff with the benefit of their wisdom. We offer workshops, coaching, and courses in:
Receiving and Managing Complaints Training
Does your team need to receive and manage complaints as a part of their role? Do they have the skills and confidence to adequately intake, triage, assess and fact find? Do they have the courage and know how to have the range of tricky conversations that come along with complaints management? Is the process being documented adequately?
Complaints are an important part of the day to day work of any business or organisation, but so often they are not managed with the level of skill or confidence that will result in a positive experience. This can lead to customer dissatisfaction, reputational damage and staff burnout.
Our training in receiving and managing complaints takes staff through our best practice process, which can be overlaid with your internal process and procedure, resulting in a team who are confident and ready to deal with complaints in a way that adds value to your customer cohort and organisation.
This training is suitable for all levels of complaint handlers and complaints types, including complex and serious complaints relating to harassment, sexual harassment and misconduct, and can be tailored for the specific needs of your organisation and learners.
This training covers:
- Why are complaints important
- The intake process – how to correctly receive and welcome a complaint
- Assessment of a complaint – what process should we follow?
- Fact finding about a complaint – what can we discover?
- Powerful conversations in a complaints process
- Resolution techniques and when to apply them
- Managing challenging interactions with parties
- Documentation, policy and procedure.
Whether your team is in HR, frontline complaints management or a safeguarding space, this training will uplift capacity to deal with complaints in a way that moves your organisation forward.
What have our participants said?
“Superior knowledge, presented impeccably, and a very thorough understanding. Great engagement.“
“Brilliant trainer, relatable, real life examples, clear and concise messaging, great tips and tricks.”
Difficult Conversations
Even your most skilled and competent staff and leaders can find it hard to engage in some difficult conversations. Letting a customer down gently, managing performance, having a chat about behaviours, or drawing and enforcing boundaries – they all warrant a careful, planned and skillful approach. The way these conversations are managed can have enormous impacts on workplace culture, safety and customer satisfaction.
Giving your staff and leaders an opportunity to develop and practice an effective framework based approach to difficult conversations is the difference between setting them up for success, or letting them figure it out for themselves.
Expectation Management
Organisational Investigations Training
Workplace and organisational investigations are a tricky but necessary part of the proper functioning of any workplace. Done right, you can ascertain facts, make informed decisions and keep your teams ticking along nicely. Done poorly, you can end up with entrenched dysfunction, serious conflict and finding yourself unable to stamp out unconstructive behaviours at work or school.
Our workplace investigations training has been developed by a skilled and experienced investigator, with many years of experience in the field managing different types of investigations, from regulatory investigations to critical incident investigations; from resolution focused investigations to serious misconduct, bullying and sexual harassment.
They are all different, but all investigations share a key set of principles in terms of how to do them well, thoroughly and with a quality focus. This training provides participants with a framework to follow that can be adapted into your workplace policies and procedures, providing confidence in how to start, pursue and complete investigations in an impartial, professional and robust manner.
The training includes:
- The OTI Five Step Investigations Methodology
- Powerful conversations in investigations
- Procedural fairness, impartiality, conflict of interest considerations
- The Briginshaw principle and the balance of probabilities
- Writing eye wateringly good reports including making quality findings and recommendations
This training is a balanced mix of information delivery and skills practice, working through exercises and case studies based on real events to assist participants to walk away ready to go.
If you want your team to have the tools and confidence to start doing quality investigations for your organisation, this training is for you.
Dispute resolution
Get in touch today to have an obligation free discussion about how we can assist you to develop your people to reach their full potential.