Harassment & Bullying in the workplace: Contact Officers

Course Outline

Everyone has the legal and moral right to a workplace free of harassment and bullying. It’s up to every organisation to make
sure their workplace delivers exactly that. This workshop clearly outlines the legal definitions of harassment and bullying for
your organisation’s Contact Officers, helps them understand their role, while also equipping them with the knowledge and
skills required to deal with harassment and bullying issues in your workplace.

Content

This Workshop provides Contact Officers with specialised training for their role in three distinct parts.

1. The Law and Harassment

• Defining harassment and discrimination
• Bullying – what it is
• Effects of bullying
• Code of conduct
• Self assessment – identifying bullying and harassment

2. Expectations of the Contact Officer role in the workplace

• Putting a workplace harassment prevention
  policy in place
• Complaint Handling Systems – formal and informal
• Role and responsibilities of the Contact Officer
• The importance of confidentiality and impartiality

3. Dealing with difficult situations

• Managing aggression
• Active listening technique
• Calming an angry person
• Personal communication styles – what works best
• The win/win approach

Expected Outcomes

At the end of this workshop participants will be able to:

• Fully understand their role and its importance
• Fully understand what constitutes harassment,
  discrimination and bullying
• Understand how to put a harassment prevention
  policy into place
• Know how to deal with harassment and
  bullying situations
• Better understand their own communication skills
  and how to put them to the best use