Workplace Training

Our training is designed with a focus on developing practical skills – which means that we combine best practice processes with real life case studies and current research in a way that can be easily understood and applied.

Managing a Serious Workplace Complaint – 2 day workshop

This workshop is designed for those who manage or provide the primary response to complaints and consists of the following modules:

  • Understanding the components of an effective complaint process, including receiving, assessing, responding to and finalising a complaint.
  • Deciding on an appropriate response to a complaint through a thorough assessment process
  • Examining various responses to a complaint
  • Interviewing skills
  • Managing Unreasonable Complainant Conduct
  • Report
  • Finalising a complaint

Investigating to resolve – not to convict – 1 day workshop

This workshop is designed for those who may be relatively new to complaint management or do not have a primary role in the process. It provides an introduction to:

  • The components of an effective complaint management process
  • The range of possible responses to a complaint
  • Investigation as a response (with a focus on finding a resolution)
  • Interviewing skills
  • Reporting

Managing Unreasonable Complainant Conduct (MUCC) – 3 hour workshop

What is Unreasonable Complainant Conduct (UCC)
UCC is behavior by a current or former complainant which, because of its nature or frequency, raises substantial health, safety, resource or equity issues for the parties to a complaint. (Unreasonable Complainant Conduct Manual 2012 – NSW Ombudsman)

UCC can be a disproportionate drain on resources and it can burn out staff.

To reduce the risk of unreasonable conduct occurring and to manage it appropriately when it does, you must have a robust, best practice complaint process in place. It is also important that all of your staff (not just complaint handlers) have an awareness of effective communication and good complaint management.

Ashdale’s 3 hour workshop will provide our staff with:

  • A basic understanding of UCC and its causes;
  • Strategies to reduce the risk of UCC occurring; and
  • Effective responses to manage UCC when it does occur

Code of Conduct

The Code of Conduct Workshops have been developed by Ashdale Workplace Solutions to help employees understand what their Code of Conduct is, how it relates to them, and how to work within its guidelines.

Our training sessions are based on each organisation’s own Code of Conduct and we explain how ethical principles and decision making can be applied in the day to day duties of employees.

To improve comprehension, each training program is:

  • Interactive. The program is a combination of PowerPoint presentation, videos and workshops
  • Limited to 10 participants


Our workshops are facilitated by Bryan Cook, Managing Director and Principal Investigator at Ashdale. Bryan has 20 years’ experience as an investigator and complaint manager. He currently advises on complaint management processes and complex investigations. He is an expert and highly engaging facilitator and trainer with stories of real life cases that will both educate and entertain.


  • “The facilitator, Bryan Cooke (sic) was awesome. He is definitely an expert in the field and was keen to share his knowledge. He also shared some eye-opening, funny and sad stories that kept the course really interesting and pertinent” – participant in ‘Investigate to Resolve, Not to Convict’ Workshop
  • “This was brilliant. Bryan was outstanding and we gained much through his experience, comments, processes and insights. Bryan’s session was one of the best sessions I’ve been part of” – participant in a two day Complex Issues Workshop
  • “Very informative. More useful and practical than I had anticipated” – participants in two day Complex Issues Workshop