Grievance Handling and Dispute Resolution

How an organization receives and resolves grievances shapes both fairness and trust. This program sets out how to handle grievances correctly and resolve disputes within legal and policy limits.

Participants learn the grievance process end to end, the resolution techniques that settle issues early, and the point at which a matter requires formal or external handling.

By the end of this course, participants will be able to:

– Describe a fair grievance process
– Receive and assess grievances appropriately
– Apply resolution and mediation techniques
– Conduct a grievance meeting correctly
– Resolve disputes within legal and policy limits
– Document grievance handling defensibly

1- The Grievance Process
2- Receiving and Assessing a Grievance
3- Informal Resolution
4- Conducting a Grievance Meeting
5- Mediation Techniques
6- Reaching and Communicating Outcomes
7- Handling Collective Grievances
8- When to Escalate
9- External Dispute Channels
10- Documentation and Records
11- Consistency and Fairness
12- Workshop: Grievance and Mediation Practice

HR practitioners, employee relations officers, and managers who handle grievances.

The program uses grievance case studies and a mediation role-play. Participants practice handling and resolving grievances across the week with structured feedback.

Participants leave able to handle grievances fairly and resolve disputes early, protecting both the individual and the organization.