Cover Page; Title Page; Copyright; Foreword; Table of Contents; Introduction; CHAPTER 1 Industrial relationsand dispute resolution; Introduction; The interacting parties; Power; Values; Environment; Interactive processes; The outputs of interaction; The outcome of interaction; Inevitability of conflict; Forms and causes of labour disputes; Types of disputes; Resolving disputes; CHAPTER 2 Assessing existing arrangements; Types of dispute management systems; Assessing the existing situation; Specific elements of an effective disputeresolution system; Characteristics of good governance
Assessing the existing labour disputeprevention and resolution systemUsing the guidelines; Interviews with users; Performance gaps; CHAPTER 3 Revitalizing an existing labour dispute system; Revitalization; Planning and implementing change; Planning for change; Training for conciliator/mediators; Computerized dispute case management system; CHAPTER 4 Establishing an independent authority; Policy direction; Establishing an independent authority: Getting the policy right; Taking the initiative: Who will lead thechange process?; Legislative arrangements
An independent body: Structure andoperationsCHAPTER 5 Raising awareness and providing information; Involvement of social partners; Sponsored awareness-raising; Awareness-raising: An ongoing activity; CHAPTER 6 Performance improvement; Training and related issues; Specific skills; Codes of conduct; Case management informationsystems; CHAPTER 7 Performance monitoring; Setting targets; Managers' responsibilities; Information; Evaluating outcomes; CHAPTER 8 Managing conflict in the workplace; Workplace cooperation; Managing conflict; CHAPTER 9 Issues and challenges; The challenge of change
Funding supportCHAPTER 10 ATTACHMENTS; ATTACHMENT A Glossary of key terms; ATTACHMENT B Relevant international labour standards; ATTACHMENT C Codes of behaviour / professional conduct
Summary
Effective dispute prevention and resolution procedures and mechanisms provide an important underpinning for sound and stable industrial and employment relations
