WORKFORCE TRAINING CONSORTIUM

(304.140)

Course Title:         Managing Discipline, Conflict and Complaints

Prerequisites:       None

Course Length and Maximum Class Size:

4 classroom hours given in 1 session. Max class size: 15

Objective:

Participants learn how to effectively manage conflict while maintaining self-esteem and remaining fair and non-judgmental. Sequential approach for allowing employees to solve their own problems while you facilitate and evaluate. How to handle complaints and subsequently how to administer discipline impartially.

Content:

1. Exploring the impact of conflict on morale and stress.
2. Step-by-step approach to facilitating conflict.
3. Allowing employees to solve their own problems.
4. Fair disciplinary techniques.
5. The importance of standards, fairness and consistency.
6. Video:  Abilene Paradox...group dynamics.

Beneficial To:

Managers, supervisors, team leaders…anyone who leads people.

Equipment Needed for Instruction:

Flip chart/markers, overhead projector and VCR/TV