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All programs held at Mt Lawley Professional Centre (free parking & buffet lunch)
Please note: Additional workshops will be scheduled on demand.

Training for Contact and Training for Grievance Resolution Officer Roles

What is the difference between a contact and grievance officer?

Sometimes we offer combined training to Contact Officers attend first 2 days and Grievance Officers attend the full workshop, 2.5 days.


Dates: ... ... ..... Grievance Officers: Tue14, Wed 15 & Thur 16 February 2012
Dates: ... ... ..... Contact Officers : Tue 14 & Wed 15 February 2012
Registration: ...2 days ... $598.00 inc gst
Registration: ...2.1/2 days ... $698.00 inc gst
Times: ....... ..... Day 1 - 8.30-4.30 ...Day 2 - 8.45-4.30 ... Day 3 - 8.45-12.30
Includes: ....... ..Accredited and experienced investigators, refreshments, lunch, reference manual, certificate and free parking.
Venue: ....... ......Mt. Lawley Professional Centre, 99 Central Avenue, Mt. Lawley

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 (grievance officers only, as contact officers do not raise the issue with the other party)
• 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.

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Refresher Workshop
for HR/ER/EEO, Contact and Grievance Resolution Officers and Diversity Practitioners

Date: Tuesday 28 February 2012 (8.30-4.30)
Registration: $398 (includes GST)
Presenters: Sally Jetson BSW, Dip TAS, Accredited Mediator
Venue: Mt. Lawley Professional Centre, 99 Central Avenue, Mt. Lawley
Includes: Refreshments, morning tea, excellent course materials, certificate of attendance, free parking.

Experience shows that most contacts made in the workplace are forms of discrimination or harassment on grounds that are not covered by anti-discrimination legislation. Many contacts reflect a mix of issues including some that are unlawful and others that are poor workplace or management practice. Only a proportion of contacts fall within the unlawful category or against the workplace EEO or Harassment policy. For example, recent Australian research reveals that an employee is four times more likely to be bullied than sexually harassed.

As practitioners with 14 years of front-line experience in many of Australia’s best-practice organisations we have the knowledge, experience and skills to bring you up-to-date in your practitioner role.

This workshop is a must for HR/ER practitioners and previously trained contact/grievance officers, seeking to stay up-to-date on current issues, practice, skills, trends, case law, risk factors and organisational strategies.

During this refresher workshop you will update your knowledge, information and skills, as well as discuss current issues and best-practice strategies.

Topics Include:
SJA competency-based framework for diversity personnel and Contact/Grievance roles.
Harassment/discrimination (Unlawful/Work-Related) – trends, issues and case law and practice implications.
Workplace Bullying – an exploration of material from our research, practice and anti-bullying training package.
Unacceptable conduct and practices – revisit Codes of Conduct and other relevant standards to manage workplace matters.
Grievance management – Suitable applications for ADR methods, inquiry and investigation.
Managing contacts - revisiting interview skills with parties and conciliation (role training activities)
Working with line management and others with obligations to manage and resolve matters.

For an additional $55 (inc gst) participants can receive the updated 100 page
Practitioner Reference Guide as part of your registration.

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.

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Workshop: ...to be advised
Registration: $798.00 (includes gst) (8.30-4.30)
Includes: .....All day catering, comprenhensive reference manual, templates and sample documents, certificate and free parking.

Course Description:
We teach principles and protocol to properly investigate matters that have the potential to become external matters to legal or commission proceedings including EOC, HREOC, IRC, PSSC and other review processes.
This course covers the theory and practice of investigation, and will prepare you for undertaking a range of investigations involving behaviour matters including harassment, bullying, victimisation, code of conduct and related matters. Participants will gain skills in planning, conducting, analysing and documenting investigations.
We will teach you what you need to know to investigate the types of workplace matters described. You will receive an excellent thorough practitioner’s manual to guide you through the most likely scenarios encountered in your work. Highly evaluated by practitioners and managers.

Learning Methods:
The course is an intensive mix of theory and practice, with an opportunity to participate in a mock investigation. There will be a short homework exercise between days.

Competency in the inquiry/investigation role includes the ability to:
- clearly understand the ethics, requirements and boundaries of your role
- understand legal and related requirements including natural justice, confidentiality, qualified privilege and victimisation;
- accurately assess the matter to be investigated and select the most suitable approach
- identify the legislative and procedural frameworks within which the investigation is to be undertaken
- develop an investigative brief;
- develop an investigation plan;
- identify information required and suitable avenues of inquiry;- identify types and sources of evidence;
- plan and conduct interviews (complainants/respondents/witnesses and relevant others)
- identify appropriate use of records of interview and formal statements (or both)
- demonstrate a range of questioning techniques designed to elicit information being sought
- understand the principles and practices of voluntariness
- avoid any behaviour likely to lead to claims of bias or coercion
- set out statements using correct format and declarations
- identify the relevant facts of the matter
- weigh and balance the evidence in accordance with the requirements for civil matters (balance of probabilities)
- understand five different levels of balance of probability substantiation and apply to findings
- select the most suitable method of documenting and reporting;
- produce a logical and professional report free from assumption, bias and other common deficiencies

Pre-requisites:
Previous experience in grievance management, working knowledge of organisational policies
under which investigations will be directed, clear verbal and written communication skills;
experience in information gathering interviews and report writing.

The program manual contains invaluable material in the form of tools, templates and sample documents:

- Role description of workplace investigators
- A user-friendly one pager clarifying your role, obligations and boundaries.
- Inquiry or Investigation?
- Describes the difference between investigation and inquiry and helps you select the most suitable process for the matter.

Constructing a Brief
If you’ve ever wondered how to write a professional inquiry or investigation brief, we’ve saved you the hard work. You will receive sample briefs for the investigation of –
- Harassment and unlawful discrimination
- Code of Conduct breaches
- Workplace bullying

Planning an Investigation - Checklist
A comprehensive checklist format that is a ‘must’ for keeping the process on track and ethically, industrially and legally sound.So You’re Involved in a Workplace Investigation.
A user-friendly leaflet for complainants, respondents and witnesses briefly outlining what to expect and what is expected of them. Addresses aspects of process in user-friendly terms. Provides answers to most common FAQs.

Investigating Without Complainants
Have you ever wondered how you can undertake an investigation without identifying individual complainants. We will teach you when this option is useful and how it can be done, and we will provide you with a framework for turning your complainants into witnesses.

Crafting Allegations Correctly
Many investigations fail a review process because the allegations have been poorly written. Don’t run the risk of your investigation procedure or report being rejected due to allegations being poorly constructed.

Specifics of Allegations
Ensure the specifics of allegations meet the requirements for natural justice purposes. Avoid allegations being rejected as being inaccurate or incomplete.

Letters and Correspondence Documents
Templates for letters notifying investigation to complainant, respondent, witnesses and template for notifying complainant and respondent of outcomes of investigation.

Notes of Interview and Formal Statements
Receive samples of statements in correct format. Identify the correct declaration to be used and choose from our examples.

Investigation Report Templates
Select the most suitable report format for the matter. Choose from our ‘simple format’ report or out ‘extended format’ report. Identify the advantages of a ‘split’ report or ‘attorney-client privilege’ reports for freedom-of-information and discovery purposes.
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Acceptable Workplace Behaviour
- Covering Harassment, Discrimination, Bullying and
Unacceptable Workplace Behaviour

Who Should Attend:
Suitable for all employees from work-face staff to senior management. It is pitched at a practical level which everyone can understand.
Date: to be advised
Duration: 8.45-12.45 (half day)
Registration: $395 inc gst
Presenter: Sally Jetson
Venue: Mt. Lawley Professional Centre, 99 Central Avenue, Mt. Lawley
Includes: Refreshments, morning tea, excellent course materials, certificate of attendance, free parking.

Course Description:In the workplace, a range of legislation, standards and codes guide our decision-making and our on-the-job behaviour in order to ensure that employees, contractors and clients are treated fairly and with respect. Under OSH provisions, employers and employees alike have a ‘duty of care’ to prevent harm to others and to maintain the right to the ‘quiet enjoyment of work.'

Anti-discrimination legislation prohibits sexual and racial harassment, and victimisation of those who complain. EEO and harassment policies hold all employees and contractors personally responsible for contributing to a workplace free from discrimination and harassment. Codes of Conduct establish expectations for personal and professional behaviour both on the job and in the social context of work.

Employers must take an active role in informing staff so they clearly understand what behaviour constitutes unlawful harassment and what the likely consequences will be if the policy or the law is breached. This workshop can do that for you.

This half-day program will clarify rights and obligations of all employees at all levels. You will appreciate that no matter what your job you do, you have a role to play in contributing to a workplace in which people are treated in a safe and respectful and way.

During this program we will answer the following questions:
- What are your organisation’s expectations?
- What are your responsibilities, when and where do they apply?
- What is and isn’t harassment?
- What is unacceptable conduct?
- What is bullying?
- Bullying, harassment or reasonable job request?
- What are the most common complaints or breaches?
- What is happening with legislation, case law and current workplace practice you need to know about?
- What are the consequences of breaches?
- What assistance is available if a problem occurs?

Delivery and Format: Workshop style with a mix of presentation and group participation.

With 20 years of training experience, we ensure that while you learn about these important topics, you will have an enjoyable and fulfilling learning experience.

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.

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Managing and Preventing Workplace Bullying

Date: to be advised (8.45-12.30)
Registration: $398 (includes GST)
Presenters: Sally Jetson
Venue: Mt. Lawley Professional Centre, 99 Central Avenue, Mt. Lawley
Includes: Refreshments, morning tea, excellent course materials, certificate of attendance, free parking.
This 1/2 day workshop is based on the highly successful workshops delivered by SJA and made available to public sector managers and practitioners in August and October 2004 by RiskCover WA.
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One hundred and forty people attended both workshops and participated in case study exercises which resulted in an excellent strategy document - Bullying Management and Prevention Strategies.

In this half-day workshop, you will develop a powerful insight into workplace bullying, learn to identify bullying and take measures to manage and prevent it it. This workshop is pitched at a practical level that everyone can relate to and understand.

In some workplaces bullying behaviours pass as acceptable management practice. People refer to this as a culture of bullying. In other situations bullying behaviour is influenced by situational factors where those who engage in bully behaviours exercise power to control situations or people. For those bullied, most experience a rapid deterioration in their situation when the matter is complained about. In 75% of cases, targets had to leave their jobs in order for the bullying to go away, many of these as the victims of secondary bullying such as further victimisation following reporting the matter or poorly managed grievance resolution procedures.
Snapshot

- Bullying is four times more prevalent than sexual harassment and at least 10% of the workforce are bullied at any one time.
- One in two employees has been bullied at work during their working lives.
- Recent Australian research has identified employees in the public sector are at an increased risk of being bullied.
- Risk Cover in Western Australia estimates workplace bullying is responsible for 50% of stress related illness in the public sector.
- Psychological injuries are up to eight times more expensive to settle than physical injuries and take three times as long (18mths cf 3).
- One in thirty employees will engage in serial bullying.
- Seventy to eighty percent of Australians who bully are in positions of authority.
- Seventy percent of bullying is from male to female.
- Seventy-five percent of those bullied will leave their job either directly or through the workers compensation system.
- Entering the organisation's grievance procedure to resolve bullying increases the likelihood of negative outcomes for the victim.
- Females are more likely to be targeted by both male and female bullies.
- Over half of the complaints of bullying made by WA public sector employees claiming bullying about matters that are not bullying.
- Preliminary investigation indicates most of those that were not bullying were reasonable management or performance management actions, work-related conflict, responses to workplace change. A small proportion of employees made misconstrued or malicious complaints to seek redress against a supervisor.
- Application of conflict resulution and problem solving skills by the victim to the bully were unsuccessful in 83% of cases and successful in 8%. Continued application of skills including dialogue, reasoning, civil converstions results in creased victimistion and negative personal outcomes for victims.
- Two thirds of reports of bullying made to the responsible manager are about matters that the manager is already aware of.
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Mt Lawley Professional Centre
training & meeting rooms & facilities available
Meeting facilities for 20
+
Private Consulting Room




• 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.
FOR HIRE
- coaching
- counselling
- meeting room

To ensure that we can always offer you the very best service we maintain close working relationships with qualified, respected and highly experienced practitioner organisations including:

The Corporate Soul Pty Ltd
www.corporatesoul.com.au
gail@corporatesoul.com.au
Helping You Develop a Leaderful Organisation®

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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