Duration

  • 90 minutes (two and three day courses)

Objectives

  • Initial management of a genuine grievance.

Resources

  1. Seating arrangement that enables participants to move chairs to form three-person discussion groups.

  2. Flip chart, pens and Blu-tack.

  3. Laptop/projector

  4. Handout 6, Slides 16 and 17, and Activity 7.

Details

  • 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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