• Subscribe

Handling Complaints and Grievances

1 day

SAQA US No. Title NQF Level Credits
114226 Interpret and manage conflicts within the workplace 5 8
Please Note: For assessment purposes this programme must be done in conjunction with Assertive Conflict Handling – NQF Level 5.

TARGET POPULATION
This programme is targeted at middle and junior managers, team leaders, supervisors, foremen, superintendents and trade union representatives

CONTENT

  • Grievance and internal dispute procedures;
  • Issues which may not be raised under the grievance procedure;
  • LRA dispute resolution procedures.
  • Handling an employee complaint including reflective listening and questioning techniques;
  • Handling complaints and grievances as either a chairperson or representative for the employer or employee including
  • Case preparation and negotiating a resolution to the grievance.

Learners receive a Ready Reference booklet with this course.

Two DVDs are used in the programme. Employment Rights & Responsibilitiescovers grievance and dispute procedures while The Case of Thuli Nokwe concerns an employees’ complaint about not being considered for promotion.