Managing Complaints, Conflict and Competing Concerns

A case-handling workshop for complaints involving sex, gender, belief, dignity and trans inclusion.

Best fit

Best fit

Complaint triage, investigation, findings and resolution

Overview

Overview

This workshop helps HR, Employee Relations and managers respond to complaints involving strongly held beliefs, alleged harassment, privacy, repeated conduct and competing accounts. Participants practise fair process without pre-judging the outcome or creating false equivalence.

Choose this applied workshop when participants need fair complaint triage, investigation and resolution—not only conversational confidence.

Who it's for

Who it's for

Built for HR & People, Line managers, Legal & Risk.

Delivered in-house, on request — for your team, not a public audience.

What you'll gain

What you'll gain

  • Triage concerns and identify immediate protective action.
  • Distinguish belief, conduct, intention, impact and cumulative patterns.
  • Plan fair and proportionate investigations.
  • Produce clearer findings, decisions and follow-up actions.

What we cover

What we cover

  • Triage — routes, urgency, risk and immediate protective measures.
  • Issue framing — defining allegations clearly and neutrally.
  • Belief and conduct — protected belief, manifestation and professional standards.
  • Harassment and detriment — context, purpose, effect and reasonableness.
  • Cumulative impact — repetition, patterns and organisational tolerance.
  • Evidence — messages, witnesses, policies, incidents and credibility.
  • Procedural fairness — proportionate scope and fair treatment of all parties.
  • Privacy — confidentiality, data access and protected information.
  • Resolution options — informal action, mediation, investigation and escalation.
  • Outcomes — findings, remedies, sanctions and restorative action.
  • Follow-up — recurrence, retaliation and organisational learning.

Practical

Practical

Duration
3–4 hours
Format
Online, In person
Pathway
People and workplace
Product type
Applied workshop
Group size
Typically 12–16 delegates
Audience
HR & People, Line managers, Legal & Risk
Delivery
In-house, on request
Pricing
POA — quoted on your group, format, and tailoring

Frequently asked questions

Five things people ask before booking

How many people can take part?

Workshops are run for your team rather than for a public audience, so the group size is yours to set. Most suit between 10 and 25 participants; we will advise on the right number for the format and the room you have.

Is it delivered in person or online?

Either. Most workshops work in person, online, or as a hybrid. The outline for each course assumes in-person delivery, but we shape the format to how your team is spread and what your space allows.

Can you tailor it to our organisation?

Yes. The outline is a starting point, not a fixed script. We shape the content to your sector, your policies, and the decisions your people actually face, so the day lands on your context rather than a generic example.

How long is it, and what do we need on our side?

The duration is shown on the course page. For an in-person session we need a room large enough for the group and any breakouts; for an online session, a quiet space and a stable connection for each participant. We bring the rest.

What does it cost, and how do we book?

Pricing is on application (POA) — it depends on the group size, the format, and how much tailoring you need. Tell us what you have in mind via the contact page and we will quote for your organisation. We do not publish a fee schedule.

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Included

Bonus content with every session

  • Certificate of attendance — issued to each delegate after the session, recording CPD/CPE hours.
  • Delegate feedback — the group's responses and discussion, compiled and shared back.
  • Post-session follow-up pack — workbooks, slides and supporting materials to embed the learning after the day.