​Grievance management and resolution 
(training course)

Successfully managing the grievance process

This course details how to resolve conflict and complaints and involves practical activities and exercises. It is intended for people who are responsible for carrying out investigations, mediating and conciliating conflict, making decisions to resolve problems and implementing outcomes.


  • fair grievance handling principles
  • effective grievance policies and procedures
  • communication skills
  • how to investigate a grievance
  • when mediation or conciliation is appropriate
  • encouraing direct resolution
  • the mediation or conciliation process 
  • determining a fair outcome
  • implementing the decision
Duration: two days

To discuss an on-​​site training course

Contact the Manager, Education Services on (02) 9268 5555 or adbcontact@justice.nsw.gov.au