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Advanced Dynamics of Handling Employee Complaints and Concerns |
QuickCode:
QQAYRE |
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Topic: Human Resources > Diversity & EEO
General Overview:
Acquire advanced skills to internally handle EEO complaints or employee conflicts requiring third-party involvement for resolution. By case studies, develop advanced techniques for investigating complaints and an understanding of conflict. Gain a personal assessment of your complaint handling skills and learn to successfully negotiate resolutions. Two days. Fee per person: $1295. Fee includes breakfast, lunch and refreshments.
Who Should Attend?
EEO/AA and human resource professionals who want additional strategies and methods for complaint handling
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Detailed Overview/Outline
This workshop provides you with the advanced skills needed to
internally handle complex employee complaints and concerns.
You will work 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
Human resources and EEO/AA managers and professionals
who want additional strategies and methods for handling
complaints
Prerequisite: The Dynamics of Handling Employee Complaints and Concerns
Sponsor Background:
- Over 50 years ago, Cornell University's School of Industrial and Labor Relations was formed to provide training to employers to improve workplaces and workplace life.
- Cornell workshops have a reputation for being current in subject theory and application as well as on legal or regulatory issues.
- Classes are highly interactive…between student and instructor and student to student.
- Discussion groups, case studies, role plays, and other exercises provide practice for your learning.
- Your instructors are skilled communicators and experienced professionals committed to providing the finest in real world, practical education.
- The majority of our clients are repeat users…a testimony to the quality and value received.
Substitution and Cancellation Policy
Substitutions of registrants can be made at any time. Cancellations and transfers are subject to a 25% charge unless received in writing one week prior to the program. Registrants who do not cancel in writing prior to the program date and who do not attend are responsible for the entire fee.
Instructor(s):
Susan W. Brecher, Shelly M. Greenwald, Andrea M. Basile-Terrillion
Instructor Background:
Susan W. Brecher, Esq., Director, Equal Employment Opportunities Program, Cornell University-ILR. She is also an attorney specializing in the field of employment practices. Prior to joining Cornell, she served as in-house employment counsel at ABC and NBC and was associated with the law firm Skadden, Arps, Slate, Meagher and Flom.
Shelly M. Greenwald, Esq., Private Attorney, specializing in the field of employment practices and litigation. She advises, counsels, trains, and handles all aspects of employment law litigation. Formerly, she was in-house counsel at NBC and has appeared on Court TV and CNBC.
Andrea M. Basile-Terrillion, Esq., Attorney, Law Offices of Jon A. Dorf, LLP. Ms. Basile-Terrillion counsels business owners, as well as managers, human resources professionals, and in-house legal staffs concerning diverse labor and employment law issues. She has lectured and conducted training throughout the United States.
Past Participants Include:
Past Participants in All Cornell Workshops Include
- AIG
- American Express
- AT&T
- Becton-Dickinson & Co.
- Bell Atlantic
- BMG
- Boeing
- Chase Manhattan Bank
- Citicorp
- Coca-Cola
- Corning Glass
- Estee Lauder
- General Motors
- Girl Scouts of America
- GTE
- IBM
- Johnson & Johnson
- Lucent
- Merck
- Mobil
- MTV
- NEC America
- New York City Criminal Justice Agency
- New York State Dept. of Labor
- Tiffany & Co.
- Time Warner
- UNICEF
- United States Postal Service
- United Technologies
- Xerox
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