What have our training 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.”
“Superior knowledge, presented impeccably and a very thorough understanding. Great engagement.”
“All round fantastic two days. It was lovely to have the training delivered using our industry language and having a presenter that understood the industry.”
“Where do I start? It was well pitched to the experience of the group. Kristie read the group well and supported the learning with humour, excellent examples and easily absorbed information.“
Investigations skills for HR practitioners
Workplace Investigations confidence for HR practitioners
3 hours $350
Got an investigation to do but not sure you’re doing it right? Perhaps you’ve done a few but you would like to be more confident in your interview planning, or your weighting of evidence? If you want to make sure you’re confidently across the non negotiables of good investigations practice, this is the course for you.
Come along to this three-hour workshop packed full of years of investigations wisdom. Learning through case studies, we will cover the key stages of an investigation, rules of procedural fairness, weighing evidence and making defensible findings, and the key points to writing an excellent report. Get your questions answered and your confidence bolstered.
Next course: Tuesday 9 December 2025 12:30 pm to 3:30 pm AEDST
Investigations skills for small business owners
Introduction to investigative process for small business
3 hours $350
Got a tricky situation in your business and need to do an investigation? Not sure where to start? Start here. This workshop will give you the skills and confidence you need to identify the issues, conduct a quality process, document it correctly, and communicate outcomes.
If you are going to manage these matters inhouse, it is essential to ensure you have a clear understanding of how to run a fair and impartial enquiry into the facts. This course, delivered by small business for small business will help you manage your process professionally.
Next course: Thursday 19 February 2026 12:30 pm to 3:30 pm AEDST
NEW! Micro courses!
Want to learn a new skill quickly, but can’t face another prerecorded module? Looking to develop a particular aspect of your practice without having to sit through guff you don’t need and won’t use? Enrol in one of our new online LIVE Micro courses!
These laser focused quality sessions are delivered by Kristie Walker, who has managed more complaints and investigations than you’ve had hot breakfasts. This is your chance to engage in an interesting, enjoyable and challenging new set of trainings. Kristie is an entertaining and knowledgeable presenter with twenty-five years of experience in managing complaints, investigations and dealing with tricky customer and staff interactions.
If you want to be trained by an expert who knows more than what is in the textbooks, you’re in the right place. Time to up your game and increase your confidence with our laser focused micro courses.
Investigations micro skills
Planning your way to robust investigations
1.5 hours $199
Are your investigation plans more of a guess? Maybe you didn’t know you needed to plan? Or you think that things never go to plan, so why bother? This chock-full workshop provides you with the why of planning as well as the how.
We’ll talk investigations stages, risk assessment, and how to think through the investigation milestones to get a quality start on your process.
Next course: Thursday 22 January 2026 12:30 to 2:00 pm AEDST
Effective person-centered interviewing
2.5 hours $299
Good investigative interviewing isn’t necessarily about scaring people into giving you the information you need. In fact, we would venture the argument that in fact, that approach doesn’t fit for everyone! Come along to our person centered interviewing workshop and gain confidence around finding and getting comfortable in your own style of interviewing, within the confines of best practice.
We will cover off on how to set an interview up for success, asking powerful questions, the role of support people and preparing for an interview, as well as managing tricky situations.
Next course: Thursday 29 January 2026 12:30 to 3:00 pm AEDST
Weighing evidence and making findings
2.5 hours $299
“It’s one person’s word against another, no finding could be made.” I beg your finest pardon, I think that warrants further discussion! Sometimes weighting evidence is easy, and sometimes it’s really tricky; but it is absolutely essential.
Come along to this workshop to learn about the balance of probabilities, the Briginshaw principle, and how to avoid the trap of the “gut feeling”.
Next course: Thursday 5 February 2026 12:30 to 3:00 pm AEDST
Report writing
2.5 hours $299
Want to write eye wateringly good reports? You’re in the right place! Your report is the showcase of your process, and a sloppy report rightly or wrongly suggests a sloppy process. T
This workshop covers the essential information a report should cover, what information should be included where, and some tips on making your writing better.
Next course: Thursday 12 February 2026 12:30 to 3:00 pm AEDST
Book an investigations bundle and save!
Want all the skills? Book in for the four investigations skills micro courses for only $950.
Complaints micro skills
Off on the right foot – doing great complaints intake
2.5 hours $299
The first interactions you have with the parties to a complaint are arguably the most crucial: they set the tone for the entire process.
Join us for this workshop and learn how to set up the process for an optimal resolution with quality information rich conversations, documentation, expectation management and relationship building.
Next course: Tuesday 3 February 2026 12:30 to 3:00 pm AEDST
Resolving complaints: getting to the win win
2.5 hours $299
How do we not just manage complaints, but resolve them? This workshop explores complaints management through a dispute resolution lens, looking at concepts like procedural fairness and justice theory, and helping practitioners learn how to get better particulars about what people really want as a result of their complaint.
Next course: Friday 13 February 2026 9:30 am to 12:00 pm AEDST
Delivering unwelcome news
2 hours $250
Delivering unwelcome news in a complaints process can be tricky, and done poorly can result in escalation, disputes and repeat complaints. This workshop will support participants to prepare and plan for these tough conversations, execute them with skill and care, and identify strategies to de escalate themselves and parties to a complaint.
Next course: Tuesday 17 February 2026 12:30 to 2:30 pm AEDST
Book a complaints bundle and save!
Want all the skills? Book in for the three complaints skills micro courses for only $750.
Leadership micro skills
Dispute resolution for people leaders
2 hours $250
Are you a people leader who wants to hide under their desk when staff disagree? If you find that you struggle to manage your team dynamic, or have tricky performance discussions with your team, this is the workshop for you. Using dispute resolution principles, we will explore some common difficulties that arise in teams and learn ways to identify, explore and resolve issues in teams.
Next course: Friday 30 January 2026 10:00 am to 12:00 pm AEDST
Difficult Conversations Done Better
2.5 hours $299
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 and letting them figure it out for themselves.
Next course: Friday 23 January 2026 10:00 am to 12:30 pm AEDST
Book a leadership bundle and save!
Want all the skills? Book in for the two leadership skills micro courses for only $475.
Full and multi day training courses
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. These courses are customised and tailored to your team’s needs using relevant industry case studies.
Competent 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 for your stakeholders. 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.
Workplace Investigations Training
Workplace 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.
Our workplace investigations training has been developed by qualified, skilled, and experienced investigators, 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.
All investigations are all different, but 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.
Don’t see exactly what you need? 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.