Managing the Complaints Reporting Process

This half-day training demystifies complaint handling, investigations and reporting, with practical guidance for responding effectively. Please note: How to Apply: To secure a place, please apply for this workshop via our Training Requests Form. You will be asked to provide a brief statement, outlining your professional experience and confirming your suitability for this workshop. Overview This workshop has been designed by the Safe to Create team, in collaboration with expert consultants, in order to demystify the complaint reporting and management process, providing clarity on how to respond effectively to a complaint, grievance or report, how to approach the investigation process, and how to navigate potential pitfalls. Who it's for This workshop is for managers, producers, and venue directors who hold responsibility for people management, especially individuals involved in navigating complaint procedures, including grievance and disciplinary cases. Applicants must be able to demonstrate at least two years' professional experience in a management or leadership role. Why it matters Being equipped to manage a complaint process well is fundamental to creating a healthy and positive workplace in any arts organisation, regardless of its size. Yet the substantial legal, organisational, and reputational risks associated with poorly handled complaints frequently become apparent only after issues have escalated. Those involved in these procedures require confidence and clarity to navigate them effectively. What participants will learn Participants will develop the skills to recognise harmful behaviours and understand the range of response options available, from informal interventions to formal reporting procedures. The session also introduces practical approaches for conducting transparent, accountable investigations, including communicating with involved parties, addressing complexity as it arises, and rebuilding a constructive workplace culture after conflict. What to expect The workshop is structured as an interactive session that blends focused presentation with collaborative, scenario‑driven activities designed to enhance peer learning and deepen engagement. Facilitators: Olwen Dawe & Karan O'Loughlin DETAILS: Date: Thurs 12 November, 10am–1pm. There will be a short break, tea/coffee will be provided. Cost: €30 Location: Screen Producers Ireland, 5 Westland Ct, Cumberland St S, Dublin, 2 HOW TO APPLY: To secure a place, please apply for this workshop via our Training Requests Form. You will be asked to provide a brief statement, outlining your professional experience and confirming your suitability for this workshop. Applicants must be able to demonstrate at least two years' professional experience in a management or leadership role. TRAVEL / ACCOMMODATION BURSARIES Safe to Create is delighted to offer a limited number of travel and/or accommodation bursaries to participants based outside the host city as necessary. Applicants must be resident on the island of Ireland. Please outline your request for a travel/accommodation bursary on our Training Requests Form. ACCESS Safe to Create is delighted to cover any necessary access costs to support attendance and full participation in the workshop. Please outline your request on our Access Request Form. Alternatively, please email: [email protected] or call 01 6704906. BEFORE YOU FINISH! As part of the workshop booking process, we will ask you 5 questions about your role, your sector and where you are based. This ensures that we are reaching individuals in the arts and creative sectors and helps further tailor our workshops to who’s in the room. We kindly ask that you take a moment to complete the questions. We’re proud to offer the Safe to Create suite of training workshops at little or no cost to attendees. However, these sessions do require significant resources to run, so we sincerely appreciate your commitment to attending once a place has been reserved for you. If you are unable to attend a training workshop you have signed up for, please notify us as soon as you can so we can offer the place to the waitlist.