Duration

Unit No.

Topics

Day 1 of 3

9.30–9.45

1

Introduction and programme objectives.

9.45–11.00

2

The importance of managing grievances.

Coffee

11.15–11.30

2 (contd)

The importance of managing grievances.

11.30–12.00

3

Legal background.

12.00–1.00

5

Removing sources of grievance.

Lunch

2.00–3.00

5 (contd)

Removing sources of grievance.

Tea

3.15–5.00

6

Managing everyday problems.

Day 2 of 3

9.30–9.45

Review of day 1 and introduction to day 2.

9.45–11.15

8

Managing grievances informally.

Coffee

11.30–1.00

7

Handling strong feelings.

Lunch

2.00–3.15

9

Managing grievances formally.

Tea

3.30–4.15

9 (contd)

Managing grievances formally.

4.15–5.00

4

Grievance policy.

Day 3 of 3

9.30–9.45

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