Hints & Tips

You can benefit from our 20 years experience of advising, resolving and skilling staff within organisations across the UK and Europe. Use our knowledge and best practice by downloading your copy of our free resources in conflict management, mediation and investigation below.

Conflict management guidance

Key steps to receiving complaints

  

Guidance to managers or HR who are receiving complaints or managing behavioural disputes

Getting out of the blame game

  

Guidance for anyone stuck in the blame cycle with colleagues

Four step assertion sequence

  

Guidance for managers or practitioners in asserting direction when managing high levels of conflict or emotion

Questioning Skills

  

Part of our 60 second tip series, providing quick guidance on appropriate use of questioning.

CIPD Conflict Management Survey Report

  

The latest conflict managemenr survey report by CIPD, March 2011

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Mediation

Choosing between informal and formal processes*

  

 Essential information for people considering whether to resolve their complaint ’formally’ or ‘informally’

 

Is mediation suitable?

  

Checklist to help you assess whether mediation is right for you or your parties.

Agreeing to mediation principles*

  

Document for parties to sign up to the principles of mediation

Preparing for mediation*

  

Guidance for referring managers who are preparing parties for mediation

European Code of Practice

  

Supporting information if you are looking to establish your own mediator code of practice

FAQs of internal mediation service users

  

Information to provide mediation service managers with the answers to FAQs of service users

Preparing for your internal mediation service*

  

Checklist for when you are thinking of setting up an internal mediation service

Reviving your internal mediation service*

  

Information to help you re-establish your internal mediation service

Conducting group mediation*

  

Guidance for mediators conducting multi-party mediations

Mediation at Work – Success, Failure and Fragility

  

Research Paper by Dr Paul Latreille

*requires registered download

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Investigation

Be sure to check the facts

  

Guidance in our 60 second tip series, detailing why it’s important to corroborate your facts in investigation

Investigation plan*

  

Template for setting up and planning an investigation

Terms of Reference*

  

Guidance to creating the investigation’s Terms of Reference

Timeline of correspondence*

  

Template – It is useful for investigators to keep a record of all correspondence they have with the parties and the investigator throughout the investigation process.

Phone record*

  

Template – the coordinator/investigator needs to keep a record of each phone call they have with the investigator and/or parties throughout.


Appointment of investigator*

  

These letter templates can be used when informing parties of the appointment of an investigator.


Invite to Interview*

  

These letter templates can be used when informing parties of their interview dates.

Ground rules*

  

Guidance on using ground rules to adhere to best practice standards

Typed interview notes*

  

These letter templates can be used when sending out typed interview notes to all parties.


Report structure*

  

Top level guidance to structure your investigation report.

*requires registered download

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Read our blogs or see our events for more ideas, or phone 0844 504 8874