E-learning

The course covers the key elements of grievance handling, including what constitutes a grievance, how concerns can be raised, and how to manage both informal and formal processes. It also provides practical guidance on preparing for meetings, collecting and reviewing evidence, managing situations where grievance and disciplinary processes overlap, and ensuring compliance with data protection requirements such as GDPR.

With step-by-step guidance on conducting hearings, communicating decisions, and handling appeals, this training helps managers promote a respectful workplace culture and deal with grievances confidently and professionally.

• Provides managers with the skills to handle grievances confidently and in line with legal requirements
• Supports fair and consistent decision-making in the workplace
• Offers practical guidance on running effective and unbiased grievance hearings
• Flexible online learning that can be completed at the learner’s own pace
• Engaging and interactive content to support retention
• Knowledge checks throughout the course to reinforce understanding
• Clear summaries at the end of each section

By the end of the course, participants will be able to:

• Define what a workplace grievance is and recognise when one may arise
• Understand how grievances can be raised, both informally and formally
• Identify the appropriate approach to handling different types of concerns
• Follow best practice when managing informal complaints, including those involving managers
• Record, acknowledge, and respond to formal grievances, even where formal procedures may not already be in place
• Conduct grievance hearings fairly and communicate outcomes in line with legal requirements
• Manage appeals effectively and deal with cases where grievance and disciplinary processes overlap

What is a Grievance?

An overview of what constitutes a workplace grievance and the situations in which an employee may choose to raise one.

Understanding the Options

Explanation of the different ways an employee can raise concerns, including both informal and formal approaches, and guidance on when each option may be most suitable.

Informal Resolution

Overview of the informal process, including how concerns can be addressed without formal action, the relevant legal considerations, and the steps to follow if the complaint relates directly to the manager handling it.

Raising a Formal Grievance

Guidance on the correct procedure for submitting a formal grievance, including who the employee should contact.

The importance of putting a grievance in writing, along with what details should be included in a formal letter or email.

Advice on how to proceed if an organisation does not have a formal grievance procedure in place.

Acknowledging a Grievance

How and why employers should respond promptly to a formal grievance.

The importance of arranging a meeting, typically within five working days, and what information should be provided in advance — such as the employee’s right to be accompanied and who may attend with them.

The Grievance Hearing

Purpose of a grievance meeting and how to prepare for it effectively.

Best practice for conducting a fair and impartial hearing, including appropriate behaviour and choosing a suitable location.

The role and responsibilities of the employee during the meeting.

What evidence should be presented and how to handle situations where further investigation is needed before reaching an outcome.

Considerations around data protection, including what information can be shared in line with GDPR.

The importance of understanding what resolution the employee is seeking.

How to communicate the final outcome clearly and appropriately.

The Right to Appeal

Explanation of when an employee can challenge the outcome of a grievance and the requirement to submit an appeal in writing.

Guidance on the process employers should follow when handling an appeal, including who should conduct the appeal hearing.

Overlapping Grievance and Disciplinary Cases

Advice on how to manage situations where grievance and disciplinary matters occur at the same time, including how to decide whether to deal with them separately or together.

Can the training be adapted to reflect our organisation’s grievance procedures?
While the course focuses on core principles and recognised best practice, it can be supported with additional materials or tailored sessions to align with your organisation’s specific grievance policies. Please get in touch to discuss bespoke options.

What are the main benefits of this training for my organisation?
This training helps managers confidently handle grievances, reducing the likelihood of workplace disputes and legal issues. It also promotes a fair, respectful environment and supports compliance with employment legislation.

Is this course suitable for managers with little or no experience?
Yes, the course is designed to provide a clear and practical introduction to grievance handling. It is ideal for those new to the process, as well as more experienced managers who want to refresh their knowledge.

What support is available if I experience technical or course-related issues?
We offer full technical support to ensure everything runs smoothly, whether you are accessing the course via the SHINE platform or integrating it into your own LMS. Our team is also available to help with any content or compliance queries.

Do you offer discounts for larger groups?
Yes, we provide discounted rates for organisations training multiple employees. Contact us with your requirements and we will provide a tailored quote.

What happens if a learner does not pass the assessment?
Learners can revisit the course content and retake the assessment if they do not achieve a pass on their first attempt. The course includes interactive features to support understanding throughout.

How quickly can the training be delivered to my team?
The course is available immediately after purchase and can be accessed through the SHINE platform or integrated into your existing LMS, allowing learners to start right away.

Can I monitor learner progress during the course?
Yes, the SHINE platform allows you to track progress, view completion rates, and download certificates for compliance and record-keeping purposes.

This course is designed for managers, supervisors, and team leaders responsible for handling employee grievances. It is also beneficial for HR professionals who want to refresh their knowledge and stay up to date with current best practice.