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Advanced Employee Complaint Handling
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Provider:
Cornell University-ILR (View Profile)
Topic(s):
Human Resources > Diversity & EEO
Who Should Attend?
EEO/AA and human resource professionals who want additional strategies and methods for complaint handling
Full Seminar Description
This workshop provides HR and EEO professionals with the advanced skills needed to handle complex employee internal complaints and investigations, through an intensive series of issues presented by a challenging case study from which you will further develop: Two days. Fee per person: $1595. Fee includes breakfast, lunch and refreshments.This workshop provides HR and EEO professionals with the advanced skills needed to handle complex employee internal complaints and investigations. 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 pointersWho Will Benefit
Human resources and EEO/AA managers and professionals who want additional strategies and methods for handling complaintsPrerequisite: Employee Complaints and Internal Investigations for EEO Complaints and Internal Investigations
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.
PLEASE NOTE: CORNELL NO LONGER ACCEPTS REGISTRATIONS WITH THE "BILL ME" OPTION. ALL WORKSHOPS MUST BE PAID IN ADVANCE EITHER BY CREDIT CARD OR PROOF OF PAYMENT SUCH AS A PO NUMBER.
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