Overview- Managing Conflict and Grievances
This one-day workshop is aimed at people managers and is designed to develop their knowledge and skills to manage conflict and grievances effectively and with increased confidence, both informally and via the formal procedure.
Learning Objectives
By the end of this workshop delegates will be able to:
- Demonstrate an understanding of the legal framework for managing conflict at work
- Select informal and formal methods of managing conflict by taking into account appropriate features of the case
- Identify a manager’s role in dealing with interpersonal conflict
- Demonstrate an understanding of the steps needed to manage a formal process and keep it on track
- Describe ways of managing the team relationship once a grievance process is complete
Course Overview
| Topic | Content |
|---|---|
| What is a grievance? | An employer’s legal obligations to manage conflict at work |
| Overview of the legal framework for managing conflict | What makes up the legal framework? What are the features of a situation that would indicate towards formal management? Your ‘right to manage’ an employee’s complaint: Dealing with concerns raised ‘off the record’ |
| Dealing with conflict informally | Handling interpersonal issues Setting standards of behaviour between team members Dealing with situations you have not observed yourself |
| Handling a formal grievance hearing | The role of an investigation Managing the grievance hearing: What’s the agenda, and how to handle it Reaching a ‘reasonable’ decision The relationship between disciplinary and grievance processes Constructing the outcome letter Communicating the outcome – who is entitled to know what? |
| The appeals procedure | The role of an appeal Should it be held as a rehearing or as a review? |
| Dealing with the aftermath | Achieving a constructive working relationship at the end of a grievance process |
