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Managing Community Level Grievance Relations: Dispute Mediation and Resolution - Community Level Grievance Relations Management

By: HRODC Postgraduate Training Institute


08 - 26 Jan, 2018  19 days

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GBP 15,000

This is a 15-day short course. At the end of the course, you will receive a Diploma-Postgraduate in Community Level Grievance Relations Management (Triple Credit).

Our courses are delivered in more than 30 international locations including Dubai, Durban, Kuala Lumpur, Paris, Milan, Amsterdam, Doha, Bahrain, Manila, Bangkok, Jakarta. UK deliveries are usually in Central London and occasionally in Manchester, Birmingham and Wolverhampton.

By the conclusion of the specified learning and development activities, delegates will be able to demonstrate a heightened understanding of the following concepts and issues:

Part 1: Understanding “Conflict”

  • Concept of Conflict;
  • Resolving and Managing Conflict;
  • Sources of Conflict;
  • Types of Conflict:
    • Interpersonal Conflict;
    • Inter-Role Conflict;
    • Intra-Role Conflict;
    • Inter-Group conflict (Team Conflict);
    • Intra-Group Conflict (Team Conflict).
  • Conflict-Handling Styles.

Part 2: Conflict Management Models

  • Early Conflict Management Models;
  • Khun and Poole’s Model;
  • DeChurch and Marks’s Meta-Taxonomy;
  • Rahim’s Meta Model.

Part 3: Conflict Development: An Overview (1)

  • Conflict as a Functional Mechanism;
  • Contact and Communication;
  • Superordinate Goals;
  • De-Escalation Threshold;
  • Apology for Apologia;
  • The Place of Forgiveness in Conflict Resolution;
  • The Place of Praise in Conflict Resolution;
  • The Use of Tit for Tat in Conflict Resolution;
  • The Place of New Resources;
  • Decoupling and Buffering.

Part 4: Conflict Development: An Overview (2)

  • The Place of Formal Authority;
  • The Use of Compromise in Conflict Resolution;
  • The Place Mediation in Conflict Resolution;
  • The Place of Interpersonal Skills in Conflict Management;
  • Cultural and Gender Differences in Conflict Management;
  • Understanding Group Dynamics in Conflict Management.

Part 5: Conflict Development: An Overview (3)

  • Defining Negotiation;
  • Different Negotiation Approaches;
  • ‘Role Negotiation’ as a Conflict Management Tool;
  • Mutual Resolution as Conflict Resolution;
  • Collegial Mediation as Conflict Resolution;
  • Hierarchical Intervention as Conflict Resolution.

Part 6: Grievance Process Procedure

  • Step 1 – Grievance Registration:
  • Recording the Grievance into the Grievance Log.
  • Step 2 – Grievance Investigation;
  • Step 3 – Discussion with Complainant;
  • Step 4 – Discussion with the Respondent;
  • Step 5 – Grievance Analysis;
  • Step 6 – Intervention;
  • Step 7 – Attempt at Mutual Dispute Resolution Incorporating Mediation;
  • Step 8 – Escalation for Unresolved Conflict;
  • Step 9 – Hierarchical Intervention.

Part 7: Understanding Mediation and Dispute Resolution

  • Approaches to Managing and Resolving Conflict:
    • The Mediation Process;
    • Defining Mediation;
    • Mediation around the World.
  • How Mediation Works:
    • Mediator Roles and Procedures;
    • Variations in Mediator Directiveness and Focus;
    • Mediation, Culture and Gender;
    • The Mediation Process;
    • Mediation Activities;
    • Hypothesis Building and Mediation Interventions;
    • The Stages of Mediation;
    • Factors Influencing Mediation Strategies and Activities.

Part 8: Developing Strategies for Effective Mediation (1)

  • Managing Initial Contacts with the Disputing Parties:
    • Tasks of Mediator in Entry Stage;
    • Implementation of Entry.
  • Selecting a Strategy to Guide Mediation:
    • The Mediator-Disputant Relationship and Decision Making;
    • The Approach and Arena Discussion;
    • Interest to be Satisfied;
    • Possible Dispute Outcomes;
    • Range of Approaches;
    • Criteria for Selecting an Approach and Arena;
    • Commitment to Approach and Arena;
    • Coordination of Approaches and Arenas.

Part 9: Developing Strategies for Effective Mediation (2)

  • Collecting and Analysing Background Information:
    • Framework for Anaysis;
    • Data Collection Methods;
    • Direct Observation and Site Visits;
    • Data Collector;
    • Data Collection Strategy;
    • Interviewing Approach;
    • Interview Questions and Listening Process;
    • Conflict Analysis;
    • Presentation of Data and Analysis to Disputing Parties.
  • Designing a Detailed Plan for Mediation:
    • Participants in Negotiations;
    • Location of Negotiations;
    • Physical Arrangement of the Setting;
    • Negotiation Procedures;
    • Issues, Interest and Settlement Options;
    • Psychological Conditions of the Parties;
    • Ground Rules and Behavioural Guidelines;
    • Developing a Conceptual Agenda for Joint Negotiations;
    • Education Parties;
    • Possible Deadlocks.

Part 10: Conducting Productive Mediations (1)

  • Beginning the Mediation Session;
    • Opening Statement by Mediator;
    • Opening Statements by Parties;
    • Facilitation of Communication and Information Exchange;
    • Building a Positive Emotional Climate;
    • Cultural Variations.
  • Defining Issues and Setting an Agenda:
    • Topic Areas and Issues;
    • Identifying and Framing Issues;
    • Factors in Framing and Reframing Issues;
    • Determining the Agenda;
    • Procedural Assistance from the Mediator;
    • Cultural Approaches.

Part 11: Conducting Productive Mediations (2)

  • Uncovering Hidden Interests of the Disputing Parties:
    • Problems in Identifying Issues;
    • Procedures for Identifying Interests;
    • Positive Attitudes toward Interest Exploration;
    • Indirect Procedures for Discovering Interests;
    • Direct Procedures for Discovering Interests;
    • Positions, Interests and Bluffs;
    • Identifying and Accepting the Interest and the Agreement;
    • Framing Joint Problem Statements in Terms and Interests;
    • Cultural Approaches.
  • Generating Options for Settlement:
    • Development of an Awareness of the Need for Options;
    • Detachment of Parties from Unacceptable Positions;
    • Strategies for Option Generation;
    • General Procedures for Generating Options;
    • Specific Option-Generation Procedures;
    • Forums for Option Generation;
    • Types of Statement Options.

Part 12: Reaching a Settlement (1)

  • Assessing Options for Settlement:
    • The Settlement Range;
    • Recognition of the Settlement Range.
  • Conducting Final Bargaining and Reaching Closure:
    • Final Bargaining;
    • Incremental Convergence;
    • Leap to Agreement;
    • Formulas and Agreements in Principle;
    • Procedural Means of Reaching Substantive Decision;
    • Possible Substantive and Procedural Outcomes to a Conflict;
    • Mediators and Deadline Management;
    • Culture, Time and Deadlines;
    • Psychological Closure and Redefinition of Parties;
    • Cultural Approaches.

Part 13: Reaching a Settlement (2)

  • Achieving Formal Agreement of Settlement:
    • Procedural Closure and Implementation and Monitoring;
    • Criteria for Compliance and Implementation Steps;
    • Monitoring the Performance of Agreements;
    • Cultural Approaches and Monitoring;
    • Provisions and Procedures for Resolving Future Disputes;
    • Reaching Substantive Closure and Formalising the Agreement;
    • Substantive Agreement and Commitment-Inducing Procedures;
    • Closure, Ritual and Symbolic Conflict Termination Activities;
    • Cultural Approaches.

Part 14: Reaching a Settlement (3)

  • Strategies for Dealing with Special Situations:
    • Exerting Mediator Influence;
    • Management of the Negotiation Process;
    • Power Balance between Parties;
    • Grand Strategies for Responding to Temporal Sources of Conflict;
    • Approaches for Mediating Disputes Involving Strong Values;
    • Approaches for Responding to Values that Strive to Satisfy Interests;
    • Approaches to Creating New Commonly Held Values;
    • Refer Value Conflicts to a Third Party Decision Maker.
  • Strategies for Multiparty Mediation:
    • Negotiations and Teams;
    • Spokesperson Models;
    • Multiparty Negotiations;
    • Teams with Constituents.
    • Grievance Process Procedure: Detailed Explanation.
Kuala Lumpur, Malaysia Jan 08 - 26 Jan, 2018
GBP 15,000.00(The course cost does not include living accommodation. However, delegates are treated with the following: Continuous snacks throughout the Event Days; Hot Lunch on Event Days; City Tour; Hand-outs; Stationery. We offer very attractive discount for groups)
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+44 7736147507; +44 1902 763607; +44 2071935906; +

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