Course Outline

Conflict Resolution

• The consequences of workplace conflict for the organization
• Conflict management styles
• The development of conflict
• Effective systematic conflict management
• Conflict management processes
• Exploring outcomes in negotiation
• Distinguishing positions from needs and extracting needs
• Characteristics and typical language of positional and needs-based statements
• Reframing
• Identifying the behaviours of effective conflict managers
• Building rapport
• Effective listening
• Paraphrasing
• Using I statements
• Use of questions
• Preparing for “difficult conversations”
• Assumptions, prejudice and stereotyping
• Dealing with anger
• Dealing with difficult people
• The power of the positive ‘NO’
• The joint problem solving process Alternative Dispute Resolution
• Having a coherent and critical understanding of the

various processes available for the resolution of disputes

• Being able to engage effectively in negotiations
• Having a well-grounded knowledge of how arbitration works
• Be able to mediate civil and commercial disputes
• (depending on elective option)
• Have demonstrated the ability to analyse and

Managing Grievance procedure

• What is a grievance?
• 3 reasons why you need a grievance procedure
• 6 benefits of a grievance procedure
• 9 common reasons why employees may lodge a grievance

• How a grievance procedure works
• How to respond to a grievance
• Investigating a grievance
• How to Resolve a grievance before it turns into a major dispute
• Representation during the grievance process?