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When I'm at work: Solving complaints - Trainer's guide


Key resources

This section provides you with information about and links to the location of additional resources that you can access. You may wish to use this material if you need to investigate further or explore issues relevant to your learners.

Disability Services Standards

Australian Government Department of Families, Housing, Community Services and Indigenous Affairs

This website has information about the following:

Please note that FaHCSIA will publish a Quality Strategy Toolkit mid 2008 that will contain all such relevant information.

Workplace policies and procedures

The Disability Services Standards require that Disability Business Services have policies and procedures in place that relate to the issues discussed in the scenarios.

Workplace policy and procedures documents that you will need for each scenario are documented under each scenario heading.

Discrimination and harassment

NSW Premier's Department

This website contains definitions and guidelines relevant to harassment.

Human Rights and Equal Opportunity Commission

The Anti-Discrimination Board of NSW

Conflict resolution

Conflict Resolution Network

The Conflict Resolution Network is a great resource to help you manage conflict. It includes free training, information about books and manuals and summaries of publications. The material on the twelve skills of conflict resolution and gender linked values (The Gentle Revolution) may be of particular interest.


Violence against women with disabilities – an overview of the literature (Howe 2000)


Turney, L 2003, 'Mental health and workplace bullying: The role of power, professions and 'on-the-job' training', Australian e-journal for the Advancement of Mental Health, vol. 2, no. 2, viewed at:

General resources

Cole, K 2001, Supervision: The theory and practice of first line management, Prentice Hall, Melbourne.

Jay, R 2003, How to handle tough situations at work: A manager's guide to over 100 testing situations, Pearson Education, England.

Victorian WorkCover Authority

This website is important in setting workplace dilemmas in a workplace safety context.

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