Nipping problems in the bud before they get to a disciplinary stage is to everyone’s benefit. And one way of doing it is by handling grievance effectively. As well as following grievance procedures – vital from a legal point-of-view – there are many skills a manager can employ to resolve conflict

As well as consultation and fact-finding, there’s also the ability to ask the right questions, listening, using empathy, keeping an open mind and being assertive when the need arises. There’s also the art of mediation, for instance managing a meeting between two conflicting members of staff. How do you remain impartial? How do you remain fair to both parties? How do you avoid a full-blown argument?

Roleplay and forum theatre are tools you can use to provide skills practice in the area of grievance and conflict management. By providing realistic emotional responses to a given situation, professional roleplayers can make the learning process truly experiential.