Packed with advice, this pamphlet outlines specific techniques for resolving employee grievances during informal counseling — helping your agency avoid formal EEO complaints. You get pointers to develop your resolution skills, giving you the framework to think through options that could satisfy the interests of both parties early in the process. Here’s the guidance you need start to finish, in chapters dedicated to:

• Barriers to Resolution and Strategies for Overcoming Them
• Interviewing the Parties
• Resolution Techniques
• Special Considerations
• Writing the Agreement

Save your agency time and money — and reduce stress for everyone involved — with strategies to:

• Ask the right questions during interviews
• Present the benefits of early resolution
• Start —- and end — each meeting
• Handle disability-related conflicts, including private medical information
• Determine the timeliness of the employee’s counseling contact
• Give physical cues to let the speaker know you’re paying close attention

Also includes references to the ADA Amendments Act and GINA! And, you get boilerplate language already used in agency settlement agreements — to help you write the most effective agreements.