Contact Officers and Grievance Officer Training

Sally Jetson and Associates Pty Ltd

Contact Officers and Grievance Officer Training

Please enrol early as numbers are limited.

Register Here

Course is in two parts. Contact Officers attend days 1 & 2. Grievance Officers attend 2 1/2 days.
Workshop: ..... 22-24 September 2009
Workshop: ..... 13-15 October -009
Registration: .......2.1/2 days ... $625.00 inc gst (GO) ....... ....... 2 days …..... $575.00 inc gst (CO)
Includes: ....... ......Two accredited specialist facilitators, refreshments, lunch, reference manual, certificate and free parking.
Times: ....... ....... ...Day 1 - 8.30-4.30 ...Day 2- 8.45-4.30
Presenters: ....... .Sally Jetson and Barbara Holland
Venue: ....... ....... ..Mt. Lawley Professional Centre, 99 Central Avenue, Mt. Lawley
Includes: ....... .....Refreshments, morning tea, excellent course materials, certificate of attendance, free parking.

Research shows that the majority of contacts made to Contact and Grievance Officers in the workplace are forms of discrimination or harassment on grounds that are not covered by anti-discrimination legislation. Many complaints reflect a mix of issues including incidents that are unlawful and others that are poor workplace practice. Only a proportion of contacts fall within the unlawful category or against the workplace EEO/Harassment policy.
As practitioners with 15 years of front-line experience in many of Australia’s best-practice organisations we have the knowledge, experience and skills to teach you what you need to be be highly effective in all aspects of the Contact or Grievance Officer role. While teaching you about harassment and discrimination is our primary objective, your learning will not be confined to the grounds of EEO legislation.
In addition to covering unlawful discrimination and harassment (including sexual and racial), this course provides practical skills in identifying and dealing with more general issues, including workplace harassment, bullying and other forms of unacceptable behaviour or workplace practice. Understand legislative and corporate requirements, explore recent cases and current issues. Learn principles of correct grievance management and the skills of preliminary investigation. Participate in action-based conciliation with complainants and respondents, and learn how to involve management in a way that is productive to the resolution of the matter. Join over 5,000 trained since 1990.

During this program you will learn to:
• Examine your personal attitudes and values towards workplace behaviour and practices;
• Develop an awareness of the complexities of the issues from which incidents or complaints may arise;
• Understand the legal and corporate requirements for managing EEO issues and general complaints;
• Clarify your role in the management and resolution of complaints;
• Understand the principles of correct complaints management;
• Develop a range of appropriate complaint assessment and management skills appropriate to your role;
• Understand the position of the parties involved in complaint matters; and
• Put theory into practice by participating in role training and other group activities.

Topics Include:
• Values Clarification
• Legislative frameworks
• Significant cases and relevant decisions
• Unlawful harassment and discrimination
• Relevant amendments
• Other common workplace complaints
• Legal Aspects
.......- confidentiality, vicarious liability, due process
.......- qualified privilege, victimisation, natural justice
• Understand your organisation's policies and procedures and the responsibilities of your role
• Interview skills
• Clarify the nature of the issue
• Assess the seriousness of the matter – concern, complaint or grievance?
• Identify the most suitable options for resolution
• Conciliation and other resolution options
• Conciliate with respondents and other parties
• Working with line management
• Debriefing

This program has been designed to meet the requirements of reasonable steps in order to manage and prevent unlawful discrimination and harassment.
The program is eligible training under anti-discrimination legislative requirements.

need a private meeting space for an hour, a day or anything inbetween?
FOR HIRE
refurbished
- coaching
- counselling
- meeting room


training venue and facilities

• Are you looking for a venue with character?
• Need a space for seminars or groupwork?
• Need a meeting, counselling or coaching space?
• What about a venue for health and wellbeing activities?
• Available during the day, evenings and weekends.

Services and Training:
Bullying
Bullying Awareness Training
EEO Training
Harassment
Sexual Harassment
Discrimination
Grievance Management
Grievance Officer Training
Contact Officer Training
Mediation
Mediation Training
Workplace Investigations
Investigations Training
Behaviour Coaching
Training Packages

Ph: (618) 9370 4014 Fax (618) 9370 1722
info@jetson.net.au
PO Box 243 Mt Lawley Western Australia 6929
ABN 24 075 290 130
Bullying, Harassment, Mediation, EEO, Investigation Training, Contact Officer Training, Grievance Officer Training and Workplace Conflict and Behaviour Services in Perth Western Australia