• 90 minutes with two exercises (two day course)

  • 120 minutes with three exercises (three day course)


  • To learn to identify the real sources of grievances and deal with them effectively.


  1. Seating arrangement that enables participants to see each other.

  2. Flip chart, pens and Blu-Tack.

  3. Laptop/projector.

  4. Any records or analyses of employee grievances.

  5. Handout 3, Slides 9 and10 and Activities 2, 3 and 4.


  • Before the course, ask participants to carry out Activity 2. This will demonstrate to them how accurately they perceive their employees’ expectations. Employees may feel aggrieved about something that the manager considers to be unimportant.

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