Organizations striving to empower employees maintain a psychological contract between employer and employee.
To empowering organizations, people are the greatest asset. External, empathetic interpersonal interactions with customers build fruitful longer-term business relationships. Internally, top to bottom respect and empathy build trust significantly improving organisational efficiency and security.
Nonetheless, decentralized decision making with minimal oversight comes with its own set of challenges. Understanding how to manage people in an empowerment structure either positively or negatively impacts security and, on occasion. it is inevitable this may not be enough. Even the smallest of problems cannot be ignored in empowered organizations. Failure to address issues can manifest into serious damage both costly and time consuming to repair. The “understanding” is how to manage “even the smallest of these problems” applying behavioral insights.
When substantive employer to employee and employee to customer issues arise, everyone is watching how their colleagues are treated as information is gathered to get to the root cause of problems for making recommendations on how these problems ought to be treated. If employees feel their colleagues are being treated unfairly or unjustly, it can have serious consequences on your empowerment strategy and internal security.
The operative word is “feelings”. When there are troubles employees don’t think about it rationally. Their emotions guide how they think about the legitimacy of the actions taken by their mangers and employer. When it is all said and done, employees want to be treated with dignity and respect. Therefore, the manner in which an organization responds to identified issues are how they are addressed is critical.
We offer a range of developmental programs which provide practical solutions for all levels and types of issues that may occur and in a way that feels legitimate to employees.
This course covers a range of issues that can occur in the workplace and explores how to prevent, detect, quantify and respond to such occurrences.
By the end of the course delegates will be able to explain and demonstrate:
- An understanding of the conditions under which effective communication occurs
- Knowledge of the principles and practical application of a range of conversational techniques
- The advantages of adopting a strategic approach to the search for investigative important information
- The importance of effective planning to inform the information gathering process
- The use of appropriate analysis techniques to inform a tactical approach to the conversation
- A range of effective questioning and listening skills with employees sensitivities in mind
- The ability to deal with all forms of active and passive resistance
- Knowledge of the basic 5 areas of behavioural analysis and how to apply this within the context of a conversation based interview
Who Should Attend
Suitable for any internal interview by compliance officers, auditors, inspectors, HR directors, corporate risk managers in the health and property and casualty insurance sector, and anyone else responsible for undertaking investigative interventions in formal and informal settings.
Whilst based on empirical academic research and best practice models, this model has been specifically scoped for the non-law enforcement investigator and could therefore be a conversion course for those moving into the commercial sector from law enforcement.
Instructor: Bob Pointer, CFiL Global, United Kingdom
Type: Skills Training
Duration: 2 days
Cost: For more information contact Bob at:
Email: firstname.lastname@example.org Telephone: 07515 343370