Greivance and Complaints Management

Facilitated by Kylie Brannelly

Grievance management is an important aspect of operating any client focussed business. Effective grievance management can minimise escalation and lead to positive outcomes for all stakeholders minimising reoccurance and improving the organisation's reputation. 

This session will explore proactive approaches to grievance management through active listening and solution focused approaches. Participants will also have have the opportunity to learn about techniques and processes to faciliate negotiations and resolve disputes through mediation.