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Managing persistent complainants

Who should attend

Managers, HR managers and delegates who are responsible for handling complaints.

Outline

An employment setback can be difficult to handle and some employees never get over it. A persistent complainant can demand hours of a manager’s time in responding to grievances, requests for review of action, appeals and the like. This session asks whether a persistent complainant is born or made, and looks at ways of managing their complaints to deal fairly with the complainant while minimising the time and energy they absorb.

Presenters

Virginia Masters is a Senior Executive Lawyer with over a decade of experience in handling complex and intractable employment issues for the Commonwealth. She has defended decisions made by managers and delegates before the Merit Protection Commissioner and the Commonwealth Ombudsman, and in the Fair Work Commission, Australian Human Rights Commission, the Federal Circuit Court and the Federal Court. Virginia uses that experience to teach managers how to make employment decisions that are sound, well-reasoned and defensible.

Catherine Mann is a Senior Executive Lawyer specialising in public sector employment and workplace relations law. She represents and advises Commonwealth agencies on the full range of employment and workplace relations issues, including complex and contentious matters relating to discrimination, dismissals, SES employment issues, public interest disclosures and enterprise agreements. Her experience also includes administrative law litigation in the Administrative Appeals Tribunal, Federal Court, Federal Circuit Court and workers’ compensation. She was solicitor on the record for the Minister for Workplace Relations in the Board of Bendigo TAFE v Barclay High Court appeal, and for the Commonwealth in the Ashby v Slipper litigation. She also worked on the fleet-grounding Qantas dispute.

Duration

1.5 hours scheduled for either am or pm, the calendar will indicate which time. Refreshments will be provided at each seminar.

Cost

Standard fee – $200 (inclusive of GST) per person.

No more than 20 people will be accepted on each course, and courses will only be conducted if we receive sufficient nominations.