Training Programs
Practical workshops for real-world decision making.
Our workshops are practical, interactive, and directly applicable to real-world organizational decision making. Delivered online or in person by experienced facilitators, each workshop is tailored to your organization's mandate, policies, and operational realities, and combines practical tools, small and large-group discussion, and realistic scenarios that support applied learning. Participants leave with knowledge, skills, and confidence they can apply immediately in their roles.
Investigations Training
Providing participants with the frameworks and practical skills to conduct thorough, fair, and credible workplace investigations from complaint to final report.
Organizations today are facing growing demands for accountability, transparency, and procedural fairness in how they respond to complaints, allegations of misconduct, and workplace concerns. These matters carry significant legal, operational, and reputational risk when they are handled poorly. To respond effectively, organizations need staff who are confident in their ability to conduct investigations. This training helps staff develop the foundational investigation skills needed to respond to complaints consistently and fairly from intake to final report, strengthening organizational accountability and public trust.
This full-day workshop provides participants with the theoretical frameworks and practical skills required to conduct thorough, fair, and credible workplace investigations. Participants will be able to assess and respond to complaints, plan and conduct investigations fairly and transparently, interview witnesses effectively, analyze evidence objectively, and draft clear, defensible investigative findings.
- Core investigative principles
- Receiving and assessing a complaint
- Determining whether an investigation is required
- Investigation scoping and planning
- Procedural fairness in investigations
- Gathering and assessing relevant evidence
- Investigative interviewing strategies and techniques
- Weighing evidence and making investigative findings
- Drafting investigative conclusions and reports
Administrative and Procedural Fairness Training
Strengthening participants' ability to make sound, fair, and defensible decisions by applying the principles of administrative and procedural fairness in their daily work.
Organizations make decisions every day that affect their employees, clients, and the broader public. How those decisions are made matters as much as the decisions themselves. When staff understand and apply the principles of procedural fairness, organizations make better decisions, resolve issues earlier, and build lasting trust with the people they serve. This training equips participants with practical tools to apply fairness principles in their daily work, strengthening both individual judgment and organizational credibility.
This half-day workshop strengthens participants' capacity to make sound, fair, and defensible decisions grounded in the principles of administrative and procedural fairness. Participants will be able to apply fairness principles in their daily work, recognize and address procedural risks in their decision making, and make sound decisions that meet administrative fairness standards and expectations for public service delivery.
- Key principles of administrative and procedural fairness
- Why fairness matters in organizational decision making
- Notice to affected parties and the right to be heard
- Addressing bias and ensuring impartiality
- Steps in making and communicating decisions fairly
- Using discretion fairly and equitably
- Documenting decisions and providing meaningful reasons
- Balancing organizational efficiency with procedural fairness
Complaint Handling and Early Dispute Resolution Training
Helping participants to design and implement fair, responsive, and accessible complaint handling systems that resolve issues early, reduce escalation, and build public trust and confidence.
How an organization handles complaints says a great deal about its values and its commitment to the people it serves. Organizations that establish effective complaint handling frameworks build stronger relationships, resolve issues more efficiently, and earn the trust and confidence of their clients and stakeholders. This training equips staff with the practical skills to address concerns at the point of contact, identify opportunities for early resolution, and respond in ways that are fair, consistent, and respectful.
This half-day workshop focuses on designing and implementing complaint handling systems that resolve issues early, reduce complaint escalation and conflict with clients, and build public trust and confidence in your organization. Participants will be able to design fair and accessible complaint processes, respond to complaints effectively, identify opportunities for early resolution, and reduce unnecessary escalation.
- Key principles of effective complaint handling
- Designing responsive and accessible complaints processes
- Complaint intake, triage and risk assessment
- Communication strategies for early complaint resolution
- Documentation and closure of complaints
- Using complaint trends for continuous improvement efforts
Responding to Complex Client Behaviour Training
Supporting front-line staff in responding to difficult client interactions with confidence, using trauma-informed, person-centered communication strategies that maintain safety and respect.
Front-line staff increasingly encounter challenging client interactions that can be stressful, unpredictable, and difficult to manage. These situations can escalate quickly, affecting staff safety and wellbeing, client satisfaction, service quality, and organizational effectiveness. Organizations have a responsibility to equip staff with the knowledge and skills to respond to such complex client behaviour with confidence, professionalism, and sound judgment while maintaining appropriate boundaries and supporting respectful service delivery.
This full-day workshop provides practical training to help front-line staff manage difficult client interactions with professionalism, empathy, and confidence. Grounded in a trauma-informed and person-centered approach, this workshop will help participants respond effectively to challenging client conduct while maintaining personal and workplace safety. Participants will be able to respond to challenging behaviour with greater confidence, apply a trauma-informed lens, maintain appropriate boundaries, use de-escalation strategies, and approach difficult interactions in a way that supports safety, professionalism, and mutual respect.
- Understanding complex client behaviour and possible contributing factors
- Communication techniques for de-escalation and responding to conflict
- Trauma-informed responses to challenging client behaviour
- Setting clear boundaries with compassion and respect
- Responding to unreasonable behaviour and demands
- Imposing access restrictions fairly and equitably
- Strategies for personal regulation during difficult interactions
- Safety considerations and when to seek additional support
- Post-incident reflection, documentation, and learning
Ready to schedule a workshop for your team?
Let's start a conversation about your organization's needs and how we can help.