Handling complaints and escalation

Skills you'll practise

• Receive a concern privately and record it factually in the person's own words
• Explain honestly what confidentiality you can and can't offer, and how people are protected from retaliation
• Route a concern to informal resolution, the formal process or immediate escalation, using clear criteria
• Keep the person who raised the concern informed without sharing other people's confidential outcomes

Course outline

1. 1.Handling complaints and escalationVideo · 2 min
2. 2.Receiving a concern wellLesson · 17 min
3. 3.Triage: informal, formal or urgentLesson · 17 min
4. 4.Keeping people informed and closing the loopLesson · 16 min
5. 5.Handling complaints and escalation: knowledge checkKnowledge check · 17 questions
6. 6.Handling complaints and escalation: practical exerciseKnowledge check · 1 question
7. 7."Please don't tell anyone"Scenario
8. 8.Final exam8 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• General practice for receiving, triaging and escalating workplace concerns (listening, recording, no retaliation, keeping people informed)
• General HR practice (fair process, confidentiality, documentation); check local employment and privacy law and your own policies