Investigative Techniques

All levels of management can be involved in an ‘investigation’, it can be in relation to many issues including:-

• Customer complaints
• Service delivery failure
• Grievance/disciplinary matters   
• Injury or damage

Whatever the reason, it is essential that supervisory/managerial staff have been trained to ‘Risk Assess’ the seriousness of the matter and how to respond appropriately in real life situations.

Training will help mitigate costly claims against the organisation and to protect the rights of individuals. It will also ensure that ‘crisis’ situations are dealt with positively by giving staff confidence in their own ability.

It will also ensure that information gathered will be admissible/reliable in any subsequent internal hearing, tribunal or criminal/civil court.

Duration

One-Day - Team Leaders and Supervisors – Module One.

Two-Day - Section Heads/Heads of Service - Module One & Module Two.

Objectives

• Define what is an ‘investigation’ and when is one required.

• Set a common platform in respect of early referral, intervention, requests for expert help and mentoring.

• Develop an understanding of the practical application of the basic fundamentals of legislation, guidelines and rules.

• Prevent inaction or unprofessional conduct caused by a lack of knowledge or experience.

• Help staff gather information, by speaking to victims, witnesses, etc.

• Minimise the effectiveness of claims against the organisation.

• Empower all levels of the management team by getting them to work together with added confidence.

This course if for real people in real situations. One important aim is that the knowledge and confidence gained will be exhibited in a silent but positive manner. In respect of customer/staff issues this together with conflict training can prevent many situations developing to a stage whereby the lessons learnt have to be applied.

Dealing with Incidents

Basic Guidelines

• What is an ‘investigation’
• What are reportable or recordable incidents?
• What is evidence/relevant information - What use is it likely to be to an Internal Hearing, Tribunal or court.

Initial Report

• ‘Risk Assessment’ - What should be considered immediately?
• What can go wrong in the early stages?
• Scene/People Management.

Preservation of Evidence

• Safely and lawfully secure evidence.
• Contamination.
• ‘Chain of Continuity’.

Note Taking

• Basic rules.

Talking to People

• Information Gathering.
• Basic Interview techniques.
• Victims/Witnesses.
• Accused Persons.
• Conflict Management.
• Cross Contamination.
• Referral Upwards.

Evaluation

• Fact, falsehood, innuendo and rumour.

Presenting the Facts

• Basic Reports.

Practice Role-play scenarios

• Safe environment.

Investigation techniques training - summary and action plan

Please call The Corporate Coach Training Group today on 01452 856091

For all your training enquiries please call: 01452 856091

Download your free e-book "The effective leader manager" with our compliments (Free Leader Manager e-book click here)