Lunch & Learn
Gift to Grievances: Feedback Failures
What happens when missed coaching moments become formal complaints?
Don't wait until you're facing an investigation - be prepared.
Join us a 1-hour Lunch & Learn
Thursday 7 August 2025
12:30-13:30
Why Attend?
Not all grievances come from big, dramatic moments.
More often than not, they grow quietly, sparked by the everyday interactions that don’t quite land. It could be vague feedback that leaves someone second-guessing, a conversation that feels off but no one names it, or expectations that were never clearly set. Over time, these small missteps can snowball, creating tension, mistrust, and eventually, formal complaints.
In this 60-minute virtual session, experienced facilitators Kate Marston and Nikki Hill explore how seemingly minor feedback failures can become the gateway to ER issues. You’ll learn how these overlooked moments shape culture and relationships, and more importantly, what you can do to address them before they escalate.
This session kicks off our Gift to Grievances series: an honest, practical exploration of the everyday people practices that, if left unchecked, can fuel conflict at work. Each session offers actionable tools and insights to help you create more clarity, safety, and connection in your workplace conversations.
This event is an online lunch and learn. If you would prefer a bespoke course for your organisation, go to our Work With Us page.
Bring your lunch, we’ll bring the learning.
What you'll learn
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Why feedback often misses the mark — and the real consequences for teams and culture
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The link between feedback avoidance and grievance escalation
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The most common myths about feedback that hold managers and HR professionals back
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Practical strategies for giving clear, honest, and effective feedback that actually lands
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Meet the Facilitators
Kate and Nikki are specialists in workplace grievance investigations and leadership development, combining deep expertise in resolving people issues with a focus on culture and behavioural change. Kate is a former Detective Sergeant with over 20 years’ experience leading complex investigations across law enforcement, corporate, and HR settings. She is an expert in grievance, misconduct, and disciplinary investigations, helping organisations minimise risk, protect reputation, and handle sensitive matters with clarity and confidence.
Nikki is an ICF-accredited executive coach with a background in senior talent roles at Burberry, BT, and LSEG. She partners with leaders and HR teams to have clear conversations that prevent issues from escalating, supporting mindset and behavioural shifts that lead to long-term cultural improvement. Her coaching helps leaders respond constructively to conflict, change, and employee concerns.
Together, Kate and Nikki offer a unique, practical approach to grievance resolution—blending investigative depth with leadership insight to help organisations build fair, respectful, and resilient workplace cultures.
The course was excellent. The format of the course was very good and addressed and delivered everything it said it would to a very high presentational standard. Ruby & Kate were clearly very experienced in this field. The administration of it was also very professional. I would be interested in attending further training courses.
Thank you both so much.
Webinar Attendee
A note from the Facilitators
I am a seasoned investigator with over 20 years of experience across law enforcement, retail, supply chain, corporate, and not-for-profit sectors. A former Detective Sergeant with the Metropolitan Police and former head of investigations at a FTSE 100 luxury brand, I bring extensive expertise in both criminal and workplace investigations.
Specialising in grievance, disciplinary, and misconduct matters, I help organisations manage risk, protect reputations, and maintain employee trust. CIPD accredited and skilled in both HR and investigative roles, I offer a unique, practical perspective. Known for my clear, people-focused approach, I believe that effective conversations and simplicity are key to resolving complex workplace issues.
Kate Marston, Founder & CEO,
Mast People Support
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Nikki Hill
Executive Coach | Leadership Facilitator | Talent Consultant
Nikki Hill Coaching & Consulting Ltd
I am an ICF-accredited executive coach and leadership facilitator with global experience across Burberry, BT, Pret A Manger, LSEG, and Fortnum & Mason. I support leaders—from emerging talent to the C-suite—across industries including retail, media, tech, and non-profits.
With a Cambridge degree, an MSc in Organisational Behaviour, and advanced coaching certifications, I combine academic rigour with practical insight. My focus areas include leading through change, emotional intelligence, influence, and team effectiveness. Having lived and worked across Asia, the Middle East, and the UK, I bring a strong cross-cultural perspective to all my work.
Book your workshop
Starts Aug 7
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If you want to book for more than five people or if you want a bespoke event get in touch and we'll have a look at how we can make that work.
If you have any questions, please just ask!
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