Mediation and complaints structures
Mediation structures
Content
- Learning from the experiences of public and private mediation structures
- Risks and opportunities of internal, external and hybrid structures
- Speed of intervention
- Relations with management
- Support of the parties involved
- Limits of interventions.
Complaints structures
Content
- Learning from the experiences of existing complaints structures
- Clarifying the expectations of a complaints structure
- Clarifying skills and areas of competence
- Defining the procedure
- Clarifying limits and opportunities.
Methods
Regular meetings and discussions with the business’s HR department.
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Advice on the selection of mediator/auditor
• Training of mediators/auditors
• Supervision and follow up of mediators/auditors.