This course will help you understand how interpersonal conflict develops in the workplace, and teach you skills and processes to manage this conflict and prevent or resolve disputes in an effective manner. You will practice processes to prepare for and conduct difficult conversations, and to problem solve in a participative manner.
Alternative dispute resolution (ADR) is becoming increasingly important locally and worldwide. This course touches on best practices in ADR and gives delegates the tools and techniques, necessary for ensuring that conflicts and disputes are resolved in a professional and compliant manner.

Section 23 (1) of the 1996 Constitution of the Republic of South Africa read together with sections 185 and 186(2) of the Labour Relations Act, 66 of 1995 provides that everyone has the right to fair labour practices.
A grievance may be defined as any feeling of discontent, unfairness or injustice which an employee may have in respect of his work conditions, against his manager or supervisor, including a fellow worker and which is brought to the attention of Management.
Although the Labour Relations Act contains no definition of the word “unfair”, Professor John Grogan in his book entitled “Employment Rights” second edition (Juta, 2014) pages 114-115, adequately summed up the hallmarks of “Unfair Conduct” as follows:

• where one person or group of people is favoured over another on the basis of irrelevant criteria;
• where people are treated arbitrarily – i.e. not in accordance with established rules;
• where people are treated irrationally – i.e. on the basis of unproven or untested views and suppositions;
• where people are penalised or denied an advantage without being able to state their case.
The purpose of a grievance procedure is aimed at promoting sound labour relations in the workplace, i.e. consistency, transparency and fairness in the handling of workplace problems and complaints.