Managing Complaints and Grievances
A suite of short videos to guide managers through the key steps.
In time, on point,
Hello! What is going on for you at the moment?
Click on the buttons to watch the videos that suit what you’re dealing with right now.
Or, if you’re into a box set, go top to bottom!
A team member’s got a concern. How do I deal with it?
Grievance or Gripe?
This video helps you to identify the issues that need looking in to in more depth.
Do I deal with this formally or informally?
In this video we explore the options available when a grievance is raised. We take a look what ‘going formal’ looks like – a sort of step by step guide.
Help me to plan and conduct an investigation
Deciding Your Remit
You have been asked to do an investigation? Set off with a solid understanding of what is in, and out of scope.
Planning Your Investigation
Before you start talking to people, take a few minutes to break down what you’re looking into.
Structuring Your Investigation Interviews
How to open up; and close own an investigation interview.
‘Killer’ in a good way: How to ask great quality questions when you’re conducting your investigation.
Deciding Whether There Is A Case To Answer
So you have all the evidence in front of you. How to decide what you recommend as the next step?
Guide me how to manage a formal grievance hearing
Planning Your Grievance Hearing
A walk-though of what to cover ‘on the day’.
THE ROLE OF A COMPANION IN A FORMAL HEARING
What can they do? And how do you keep them on track?
WHO CAN BE A COMPANION IN A FORMAL HEARING?
Who might be turning up with the employee?
Making Your Decision
Using The employment law framework as a guide, this video helps you to decide whether you are ‘upholding’ or overturning’ the employee’s grievance.
Getting Off The Fence
Do you have two conflicting versions of events? If so, this video will help you decide which version you prefer.
Constructing The Outcome Letter
This video helps you to explain your decision in the letter and to give to the employee the outcome of their grievance.
Guide me how to manage an appeal
You are chairing a grievance appeal - What's your job?
Do you review the decision, or rehear the case?
Planning Your Grievance Appeal Meeting
A walk-through of what to cover ‘on the day’.
Reaching Your Decision And Communicating The Outcome
This video helps you to make, and explain, the result of the employee’s appeal.