1. Informal Resolution
Your Name

2. Objectives At the end of this session you will be able to:
Identify opportunities for informal resolution
Establish the consequences of not taking appropriate action
Resolve poor behaviour informally when appropriate
Take specific actions to the workplace and record improvements

4. IR - Investigated Group 1 Group 2 Group 3
What opportunities exist for informal resolution or nipping in the bud?
What are the benefits of informal resolution and nipping things in the bud?
Group 2
What does informal resolution mean to you?
What particular skills might a manager have to use to informally resolve a complaint?
Group 3
What situations may not be appropriate for informal resolution; explain your rationale?
What are the possible consequences of not informally resolving or nipping in the bud?

5. What questions would you ask?
Asking Questions
A member of your team has approached you about a disturbance in the office. This happened the previous day, when you were away at a meeting.
What questions would you ask?

6. Mediation Meetings Opening Information Move to Solution Close
Define your role
Agree willingness to resolve
Rules of engagement
Opening
Let each person speak
Be aware of the impact
Information
Move to Solution
No personal attacks
Suitable for both parties
Gain agreement
Monitor
Close

7. Responding to Resistance 1
What makes it awful?
What exactly do you mean?
It’s awful here
They’re nasty to me
What do you mean by nasty?
Are there times when they don’t?
They always do it
I’ve tried that already
What was the outcome?
The only way is to make this formal
Yes, that’s an option. What else could be considered?

8. Responding to Resistance 2
I couldn’t do that
What would happen if you did?
He/She would never
How can we find ways?
What would make you willing?
I won’t do that
It would never work
What would make it work?
There’s nothing I can do about it
What have you tried already?

9. What Would You Do?
What have you seen or heard that you could have challenged?
How might you have approached the situation?
What are the consequences?
What are you going to do about it?

10. Attack the problem, not the person
Guiding Principles
Deal with feelings
Don’t avoid conflict
Attack the problem, not the person
Don’t react

11. Practice Sessions
Manager
Complainant
Respondent
Observer

12. Objectives Now you can: Identify opportunities for informal resolution
Establish the consequences of not taking appropriate action
Resolve poor behaviour informally when appropriate
Take specific actions to the workplace and record improvements

13. What Will I Do?
What have I identified? What will I do? How will I measure this? When will I do it?