Grievance Officer Workshop
| Date: | Contact us to book in for a session |
| Time: | Day 1 – 9am-4.30pm; Day 2 – 9am-4pm AWST |
| Location: | Day 1 – Virtual. Day 2 – TBC |
| Cost: | $1600+gst per participant. Managers are welcome to attend day 1: $890+gst per participant. Note: Grievance Officers must attend both days. |
This workshop is ideal not just for Grievance Officers, but also for Managers who would like to skill up in recognising, managing and resolving informal and formal grievances/complaints. Managers are welcome to attend Day 1, but Grievance Officers must attend both days.
Content
The purpose of this Grievance Officer Workshop program is to provide participants with the knowledge and practical skills to recognise, manage and resolve informal and formal grievances effectively.
Participants will learn:
- What is harassment (sexual), discrimination and bullying – the legal definition and case examples
- The structure of an effective complaint management process
- The assessment of complaints as informal or formal
- Effective questioning techniques
- How to manage an informal complaint-templates provided and role-play
- How to manage a formal complaint – detailed templates provided and full role-play interviewing a ‘complaint’ and a ‘respondent’
- The principles of natural justice and how to apply them in an investigation
- How to structure notes and writing a witness statement
- What confidentiality looks like in the context of an investigation
- How to remain impartial and unbiased in your role as a grievance officer
- When to outsource the investigation
Approach and methodology
The training approach is highly interactive and designed according to adult learning principles. It includes:
- Practical exercises such as real case studies.
- Demonstrations and role plays involving participants.
- Presentation of the legal aspects through hypothetical stories.
The workshop is delivered over 2 days by Franca Sala Tenna, a legal practitioner with over 20 years training experience, and an acknowledged workplace behaviour and compliance expert.
What people say about this play
For a virtual training course this was one of the most engaging and interesting courses I have ever participated in! It provided the perfect balance between learning foundations of a Contact Officer, absorbing the content, practicing the skills learnt, and gave me the confidence to use this in real life situations. Highly recommended.
The content was thorough and informative, an excellent mix of process, policy, emotional intelligence with science behind our brain chemistry. All valuable to know for my role as a Contact Officer.
The workshop provided practical toolkits and real life examples that can be immediately applied in the workplace. The resources shared were designed to be actionable and ready for use the very next day, empowering participants to effectively support their teams.
Franca is an engaging facilitator. I’ve never listened to Policy & Procedure that felt like 3 Hrs was 5 minutes before. I’m eager to learn more.
Franca is par excellence. The program was well presented. I didn’t feel sleepy throughout.
Employee Workshops
Manager Workshops
Interactive Theatre
Public Courses
November 17th 2026.
Day 1: March 31st. Day 2: April 8th
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