What are the different roles in managing complaints and disputes?

The roles of line managers and HR practitioners have blurred over time. There are greater expectations that line managers own their agency's people management.

HR practitioners are increasingly becoming internal consultants. HR practitioners can:

  • develop strategies to manage problems
  • identify and discuss options and paths
  • facilitate access to professional expertise
  • engage with, and support, senior business line managers.

It is important, regardless of role, to identify and address the real issue, rather than react to behavioural symptoms.