90 minutes (two and three day courses)
Initial management of a genuine grievance.
Seating arrangement that enables participants to move chairs to form three-person discussion groups.
Flip chart, pens and Blu-tack.
Handout 6, Slides 16 and 17, and Activity 7.
When managing a grievance informally, emphasise the importance of listening without becoming defensive, reacting or passing judgment.
Suggest that situations may be clarified and perhaps defused by asking “Have you thought of...?”, then offering a new insight to the problem.
Explain that rephrasing a grievance may define the issue more accurately and may suggest a solution.
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