ABSTRACT
This chapter discusses the complainant’s expectations of the conciliation process. It is important that the conciliator not only states what can be achieved by the process, but also what cannot. The complainant may also make a request for damages or compensation. The conciliator should adopt a common approach to the private meetings held with either the complainant or the person against whom the complaint has been made. This will ensure not only that they maintain an impartial and neutral position, but also that generic information is given at the outset to both parties. The staff member will not necessarily have a greater awareness of the different parts of the complaints procedure or the conciliation process than the complainant. The conciliation process can be effective only where the conciliator is able to empathise with each of the parties concerned, since it is this ability to empathise which enables the conciliator to view the issues from the standpoint of the parties themselves.
