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Home / Conflict Resolution, Hot Topics, HR, Investigations, Latest Articles, Workplace Behaviours / Q&A Feature Article with Zandy Fell: Weighing Up The Options After a Complaint!

Q&A Feature Article with Zandy Fell: Weighing Up The Options After a Complaint!

Posted on Sep 2, 2026 in Conflict Resolution,Hot Topics,HR,Investigations,Latest Articles,Workplace Behaviours . 0 Comments.

When workplace concerns surface, leaders often feel pressured to jump straight into formal processes. In a recent HR Daily Premium Q&A feature, our Director, Zandy Fell offers a refreshing and practical perspective: organisations have far more options than they realise!

Drawing on more than 25 years of conflict management experience, Zandy explores how employers can respond proportionately and thoughtfully when issues arise — choosing the right pathway rather than defaulting to disciplinary action. Joined by HR Daily Editor Jo Knox, the conversation highlights the importance of early clarity, fair decision‑making, and selecting interventions that genuinely support healthier workplace dynamics.

A Powerful and Dynamic Speaker

Zandy Fell recently spoke at our International Women’s Day event for Women in Resources, Victoria. She is a powerful and dynamic speaker who succeeded in coaching our participants through how to influence and negotiate careers within the resources industry. Our participants' feedback was unanimously positive. I highly recommend her as a keynote speaker and would be eager to engage her again.

Jill Sears
Diversity and Inclusion Manager, AGL Energy

Very pleased with the Process and Outcome

I greatly appreciated Tony's assistance recently. He helped us with a sensitive matter involving a complaint from a staff member which was escalated to Board level. Tony dealt with it quickly and professionally and I was very pleased with the process and outcome.

Gina Lyons
Board President, Hepburn Health Service

Everyone gained from Zandy’s Involvement

We engaged Zandy to conduct a difficult mediation with a team in conflict after a complicated investigation. Zandy quickly built trust with all parties and helped them open up and be honest. She engaged the parties to commit to resuming working relationships and a shared behavioural framework. Everyone gained from her involvement in the discussion. As I said to her at the time, Zandy is “a gift from God.

Michelle Terracciano
National Sales and Operations Director, Jenny Craig, Australia and New Zealand

Professional and Proactive

Tony was extremely professional, expedient and discreet in handling a sensitive matter for us. He has also provided proactive assistance since that engagement and I highly recommend his services.

Cameron Stirling
CEO, Synergistiq

Real insight into Human Relationships

Zandy was recommended to me to support a breakdown in relationship with a team member. She effectively facilitated a number of difficult conversations. Through her probing style of questioning, she was able to quickly get to the root of the problem and have both parties commit to new ways of dealing with each other. Zandy has real insights into human relationships, communication breakdowns and getting to the heart of issues.

Lisette Gibson
Facilities Manager, Melbourne & VIC Region, First State Super

A superb, talented Professional

Tony is highly knowledgeable in all areas of employment law and is very attentive to the needs of our organisation. He provided outstanding and sensible advice to our senior management during some very difficult situations. He is reliable, trustworthy and knows how to deal with clients in the best possible way. I would highly recommend Tony to anyone who is seeking a superb, talented professional.

Dvir Abramovich
Chairman, Anti-Defamation Commission

The changes were immediate

Zandy was an outstanding facilitator of a team in crisis and conflict. Defusing the tension, she effectively managed a government team with religious and cultural sensitivities. She used these differences to facilitate a non-confrontational self-assessment of their communication with each other. The changes were immediate. I look forward to working with Zandy again in the future.

Maria Dimopoulos
Managing Director, MyriaD Consultants

An outstanding presenter

Tony is an outstanding presenter on People Management. After an in-depth consultation, he developed a program for our executive team to support our change strategy and lock in an effective medium-term plan. Tony has a terrific understanding of the NFP environment and the risks associated with managing change.

Ray Blessing
CEO at TaskForce Community Agency

Sessions were dynamic and thought-provoking

The ZALT Group facilitated training for our Regional Managers and Area Managers at Bakers Delight. The sessions were dynamic, thought-provoking and allowed for reflection of how managers were operating in the field. One manager said “before the session, I honestly thought some of my franchisees were poor communicators. Now I realise it’s me! I need to change my approach for better results!” All participants are keen to implement their renewed mindset and the practical ideas presented.

Andrew Pajic
Operations Training & Development Manager, Bakers Delight

Our business will benefit enormously

I attended an outstanding two-day course run by The ZALT Group. My thinking was challenged and I developed new skills that I could put to use straight away. Zandy’s delivery was engaging and full of insightful, practical examples. Tony’s delivery was well-balanced and his legal knowledge added a sharp edge to the proceedings. HR practitioners and their businesses will benefit enormously from this engaging course.

Nigel Smith
Global HR Manager, Global Corporate Challenge

Shifted my thinking

The ZALT Group provided engaging outcome-oriented training which empowered and up-skilled every participant. The conflict framework presented genuinely shifted my thinking. This is an essential course for HR and anyone managing conflict.

Sharni Kelly
HR Business Partner at EY

Session was perfectly pitched

A big thank you for your session. I loved it and thought it was perfectly pitched for our leadership group. I have had positive feedback from the leaders and that's pretty amazing. We would love to have you back on another topic later in the year.

Nikki Corbet
Owner, Play CC&K

Created a comfortable environment for all to contribute

I recently attended an interest-based negotiation professional development course run by Zandy. I was so impressed by her communication and facilitation skills that as a recruitment manager, I wanted to offer her a job there and then! She engaged all our senior managers and created a comfortable environment for all to contribute. I recommend her without hesitation.

Heather Hill
Senior Talent Acquisition Manager, Aegis Services Australia

Will make a difference

Your ability to make the content relevant to our business was great. The course will make a difference in my day-to-day management, and has made me think quite differently. I will use this new information immediately.

Regional Manager, Spotlight

Direct impact on the way we manage conflict

The ZALT Group provided a fantastic course specific to my team of HR professionals. It was an informative, interactive course that has had a direct impact on the way we are now viewing and managing conflict. The practical workshop provided my team with the confidence to approach and lead conflict resolution and investigations. Tony and Zandy have an energetic and engaging approach based on real life examples and practical tools.

Cara Kuramoto
People Business Partner Manager, Victoria, GHD

Empowered me to achieve my goals

Zandy empowered me with the ability to break down a negotiation and then to achieve my goals.

David Wykes
Electrical Engineer, Yallourne Mine

A wealth of knowledge

Zandy has provided such valuable assistance in helping us manage our business. She is a great resource with an amazing wealth of knowledge. The impact has been so well received from our team. Zandy is also incredibly pleasant to work with. She is very professional and always has our best interests at heart.

Carly Cohen
Owner, Leonda by the Yarra

We really value his personal approach

Tony has provided our organisation with practical and helpful advice in tricky areas around HR and industrial relations. He is excellent at gathering the facts carefully and providing clear recommendations. We also really value his personal approach.

Anthony Garnham
National Operations Manager, Beacon Foundation

Sensible and actionable advice

Zandy is a pleasure to work with and operates extremely professionally. Her coaching and facilitation services were provided at a critical time for the business and helped illuminate a clear and practical path forward. Her advice was sensible and actionable and I look forward to working with her again in the future.

Eloise Wall
Digital Strategist, Chisholm & Harper

A major breakthrough professionally and personally

I went to Tony with a multitude of questions on staff engagement and practice management. Tony very quickly helped me identify the real issues and take immediate action. This was a major breakthrough for me personally and professionally. Although I was the one making decisions and implementing change, he helped me uncover what it was that needed the change.

Boaz Gilboa
Director, Back on Track Osteo

I developed better knowledge, skills and judgment as a workplace investigator

I attended Workplace Investigation Training delivered by Tony. As a result I developed better knowledge, skills and importantly, better judgment as a workplace investigator. Tony’s style is engaging and thought-provoking and his depth of experience and knowledge mean you are always learning. I also appreciated the support that Tony freely provided to me when I conducted a complex and detailed investigation soon after. Great training and ongoing support. Thanks!

Jill Murphy, Director
Open Road Consulting

Tony helped to shape my thinking and approach to conducting workplace investigations

Tony delivered Workplace Investigation Training that was practical, thought-provoking and highly engaging. It really enhanced my skill set but what really made a difference was the way Tony helped to shape my thinking and approach to conducting workplace investigations. This together with Tony’s engaging delivery where he shared lots of great examples on point meant that this training was highly effective for me.

Michelle Nolan
Human Resources Manager at Catholic Ladies' College

Better Workplace Conflict.

Our team attended The Zalt Group's Better Workplace Conflict Workshop. It gave me a great insight into what I do and what I can do to empower management competence. We loved the space Zandy created for discussion and shared learning that will allow us to be more consistent in our approach. I highly recommend teams attend this training together.

Rosa Hull
Director Human Resources & Employee Relations at Eastern Health

Much-needed culture change!

The ZALT Group conducted a site-wide Health Check after a number of concerning indicators presented. Working closely with the ZALT Group and their discerning insights and analysis we formulated a very definite process for the much-needed culture change that we have implemented over the past eighteen months. The ZALT Group have supported all of my managers to make brave decisions and take action with confidence. Zandy supported the implementation of a number of recommendations including working closely with my leadership team to ensure a consistent approach and improved outcomes relating to difficult conversations. She skilfully engaged them to overcome their discomfort and buy into the approach on a personal, employee and business level. She has considerable skill in providing the strategy to change both the overall culture and impact individual cases and has supported and up skilled my managers to make the changes necessary themselves. Almost two years later we continue to focus on our culture and engagement and there has been a tremendous improvement with managers now taking full responsibility for the culture in their teams, the teams themselves are motivated, job satisfaction scores are consistently above 80% and challenges are being effectively managed before they grow. The ZALT Group’s involvement and thinking in assisting my team and drive this change has been invaluable and I would have no hesitation recommending them for any prospective engagement.

Glen Holland
Werribee Open Range Zoo

Very impressive!

I recently attended The Zalt Group's Better Conflict workshop for HR Practitioners. Zandy has impacted my confidence to deliver successful, appropriate, tailored and value-add support, advice and coaching to the business during difficult/ unique situations. I now feel ready to go and excited for the challenges that await me instead of fearing them. Thank you Zandy, very impressive!

Jessica Goodwin
HR Business Partner

Relevant, Amazing & FUN!!

The words I would use to describe The Zalt Group's Better Conflict Workshop are: Strategic, Best Practice, Enlightening, Relevant, Amazing & FUN!!

Jessica Thwaites
Workplace Relations Project Manager, Worksafe

You renewed our company vigour & optimism!

Your approach with our people and your final report reinforced and gave sharper focus to the need for continuing with the program of renewal that the company has been pursuing. The company has entered the new year in a better state, with renewed vigour and optimism after the events of last year. Your report was the catalyst for a candid self-appraisal and a determination to seek continued improvement. There is no doubt that some recent events had come at a cost, personal and emotional, for management, staff and ensemble. However morale in all parts of the company is now higher, and the general mood is very positive about the future. For that we are and will remain truly grateful.

Board Chair
Company, Confidential

Exemplary, Evidence-Based & Actionable!

Tony’s approach with staff and leadership at the school was exemplary and he provided an environment where each person felt comfortable to discuss the complex range of matters they as individuals, and the school as a whole, was experiencing… We were provided with an evidenced-based range of insights and actionable recommendations

Kevin Lawlor
Catholic Education Sandhurst

Staff are feeling very connected.

Zandy conducted a Team Strengthening session for 2 of my teams which have merged. There have been so many positives since Zandy’s session. Staff are feeling very connected. It was such a worthwhile activity. I greatly appreciate her caring and thoughtful approach and her ability to engage staff and support them to connect positively with their colleagues.

Sue Healey
Tintern Grammar

Conversations that spark!

Zandy Fell was a key contributor at Spark the Change Melbourne 2019, held in partnership with RMIT. Her session 'How to Have Conversations that Spark' was created for the event, skilfully delivered, with highly positive participant feedback. Zandy is a consummate professional, a delight to work with and an expert in her field of people, negotiation and interpersonal communications. I highly recommend her as a positive contributor to your next event or conference

Vicki Young
Spark the Change, Melbourne

Invaluable during this challenging period

Insights from your ‘Better Conversations’ course has been invaluable during this challenging period. Having authentic conversations and being vulnerable, especially around the unknowns of the future, has helped me navigate this new normal of remote working and virtual management. Thank you for sowing the seeds around leaning into and embracing the uncomfortable, but much needed difficult conversations!

Jemima Joseph - Board Director
CFA

A good balance of practical and theoretical

Zandy's session garnered the most positive feedback we've ever received. She was highly engaging and energetic. The session itself was a good balance of practical and theoretical, totally worth their weight in gold!

Manager
Department of Premier and Cabinet

A wealth of energy and knowledge

Zandy brought a wealth of energy and knowledge to The Overlooked Skill of Receiving Feedback workshop. Zandy was engaging and insightful. Her real-life examples and practical steps were impactful.

Karen Cresp - Organisational Development Manager
Austin Health

The skills learnt through the course could be transferred to many occupations

The course brought together people from a diverse range of occupations and workplaces. It was important for us to see that the skills learnt through the course could be transferred to many occupations. The delivery was engaging, informative and most of all provided me with the skills needed to facilitate and support the workplace investigations. I would highly recommend the course.

Noel Dillon - Principals’ Officer
Independent Education Union Victoria Tasmania

Engaging, insightful and highly practical

Tony's engaging, insightful and highly practical workplace investigation training has given me the tools to handle workplace investigations more professionally and ethically. The workshop's realistic scenarios and interactive sessions, along with the post-workshop follow-up have strengthened my level of confidence in taking on and navigating complex issues sensitively and impartially.

Nim Peiris - Head of People & Culture
commUnity+

One of the best training days I have attended as a Manager

Better Conversations was one of the best training days I have attended as a Manager. We took away practical skills I know I will be able to put to use in real life scenarios. Zandy is a fabulous and very knowledgeable facilitator. Loved it and would highly recommend!

Claire Ebstein - Head of Consulting Services
Bodycare

Our employees left the Receiving Feedback training on a high

Our employees left the Receiving Feedback training on a high with a strong commitment to act and improved positivity to enable stronger feedback conversations with their colleagues. Zandy did a fabulous job in providing our employees with realistic and relevant experiences in receiving feedback with good, challenging team discussions.

Fiona Marino - Learning & Organisational Development Business Partner
Secure Electronic Registries Victoria (SERV)