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Taking the Grief out of Grievance (Grievance handling and dispute resolution skills - two day course for managers and HR)
COURSE INFORMATION BROCHURE
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Taking the Grief out of Grievance Informal and formal grievance handling and dispute resolution skills for managers and HR Up to 8 delegates – to allow intensive skill coaching
Course Suitability
Method
Pre Course Questionaire
Intermediate course for mid and senior managers
This course can be run over two full or four half days.
The pre-course work consists of reading The
and HR staff, covering a wide range of workplace
Using PRL’s model of conflict resolution, participants
ABC Guide to Workplace Conflict Resolution and
conflicts and dispute situations. Some experience
will be able to select target areas in which to improve
completing a short questionnaire about your
of training and casework on grievance and conflict
their knowledge, awareness and skills. We will
current estimated skills levels. You will also be asked
resolution, mediation and , workplace investigation
also give you a strategic overview of how to take a
to reflect on your organisation’s current ‘resolution
would be helpful. This is a course which will influence
structured approach to conflict resolution at work,
readiness’. There is also a section to be completed
your organisation’s strategy and build attendees
using PRL’s best practice series of White papers –
to ensure that we fully understand the issues
skills.
The ABC Guide to Workplace Conflict Resolution –
delegates face and what they would like to achieve
as a reflection and planning resource.
during the course. This also helps to raise delegates’ engagement in the course.
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
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Course Outcomes and Benefits
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We work in partnership with you to identify the required learning objectives for each course. Typically this includes a scoping meeting with the necessary stakeholders. People who attend this course will:
ALL PARTICIPANTS WILL GET:
• Be able to prevent the escalation of workplace conflict into formal grievances and complaint
• Access to phone support on related course issues from People Resolutions for three months after their training.
• Resolve conflicts through dialogue by using effective conflict management skills • Be more confident in handling disputes using mediation • Manage difficult behaviour more effectively including bullying and harassment • Handle formal grievances more effectively using the FAIRER Investigation approach to achieve the most effective outcome
Tel. 0845 600 8851
www.peopleresolutions.com
• Access to People Resolutions on-going developmental materials and activities including best practice documentation and templates, white papers, webinars; our blog and growing on-line resource material.
information@peopleresolutions.com
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Customised sessions Real life case-work is used as source material. The course is intended for in-house delivery and will be customised. The first half day sets the scene and explains the model of working. Organisations can choose three of the five core areas each of which takes half a day. Each module is packed with knowledge, self- awareness and small group skills work, practical role-plays, coaching by the trainer and input and discussion. Core areas:
The ABC Approach to Workplace Conflict
Including normalising conflict; resolution architecture, resolution building blocks and resolution climate. How to build resolution readiness.
Conflict Coaching
Building the manager’s capability to address challenging issues; working with someone who is regularly involved in conflicts; the RESPECT conflict coaching models
Tel. 0845 600 8851
Conflict Management Skills
Getting ready for conflict –different types of conflict – the traffic light system; diagnosing conflict; the power dashboard; impartiality; moving from positions to interests – win/win problem solving; the RESPECT model; conflict facilitation
Resolving Disputes Through Mediation
Thinking like a mediator; understanding the mediation process; meeting the parties separately – unwrapping the conflict and building mediation readiness; structuring and running a resolution meeting; the mediator’s power dashboard; conflict facilitation
Workplace Investigation
How to manage formal grievances and complaints using the FAIRER investigation method including structured questioning; neutral questions; reflective interviews; good judgement; impartial assessment; analysis of evidence; effective reportwriting; review and learning.
www.peopleresolutions.com
information@peopleresolutions.com
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Why People Resolutions? Highlight Benefits All of our programmes: • Contain immediately usable skills and strategies to alter thinking, raise awareness and change behaviour • Contain unique People Resolutions content • Are customised to your organisation’s policies, processes and cultural context - see later for more information • Come with free telephone support • Can be blended with pre and post-course learning material (including e-learning) to maximise the effectiveness of each programme - see later for more information • Can be delivered anywhere in the UK • Have a dedicated Project Manager to support you • Include course evaluations and recommendations • Can be supported by expert mentoring for specific cases and ongoing - see later for more information • Sit alongside our ‘Resolution Hub’ – An expansive collection of free, downloadable resources, including white papers, blog posts, webinars, skills tips, scripts for effective conflict management, conflict resolution Q&A and much more. • Conclude with a Resolution Readiness Review - an informal workshop (face-to-face or online) with key organisational stakeholders to help plan and implement a constructive, creative and collaborative approach to conflict resolution at work. The review will help you get the most out of conflict resolution, mediation and investigation strategies.
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
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Why People Resolutions? Experienced Trainers
Expert Mentoring and Ongoing support
Our programmes are run by professional trainers who:
Additionally, People Resolutions experts can provide:
• Have conducted relevant training for many years
• Expert mentoring during individual cases e.g. mediation, investigation, etc.
• Are excellent facilitators as well as technical experts
• Online or face-to-face refreshers, continuing practice sessions or an
• Are members of appropriate professional bodies with relevant qualifications
ongoing support package
• Bring a wealth of practical experience and insight into the training room to bring materials to life and engage delegates
Contact us about the costs for these support services.
• Combine knowledge with practical, organisation-specific application through case studies, role plays, interactive discussion and scenarios.
Customised Learning Material
Blended Learning and E-Learning
We will work with you to design a bespoke learning event, taking into account aspects
People Resolutions will work with you to create the maximum learning
such as organisational culture, issues and behaviours relevant to your organisation’s
opportunity by using a blended learning approach. We already have some
environment, policies and procedures. Our training delivery is backed up with tried
online material which we can weave into courses, and we can create content to
and tested investigation processes, materials and standards. All casework material
be used within your own e-learning framework and provide tailored webinars,
and content is customised to your needs.
video tips, scripts and investigation guides. People Resolutions also has links with specialist e-learning partners to assist us in producing practical knowledge or skills-based e-learning materials.
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
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Please get in touch for more information and details of pricing
0845 600 8851 www.peopleresolutions.com information@peopleresolutions.com @Peopleres