In any member-driven organization, particularly Savings and Credit Cooperative Organizations (SACCOs) where diverse interests converge, the potential for disputes among members, staff, management, or the board is inherent. Effective Conflict Resolution and Mediation in SACCO Management are therefore not just desirable skills but critical competencies for maintaining harmony, preserving relationships, and ensuring the smooth functioning and strategic progress of the cooperative. Unresolved conflicts can lead to decreased productivity, erosion of trust, member dissatisfaction, internal divisions, and even legal challenges, significantly jeopardizing the SACCO's stability and reputation. By equipping leaders and managers with the ability to proactively identify, skillfully navigate, and constructively resolve disagreements through proven mediation techniques, SACCOs can transform potential disruptions into opportunities for stronger understanding, improved decision-making, and reinforced cooperative values. Without a dedicated focus on mastering Conflict Resolution and Mediation in SACCO Management, these vital institutions risk internal friction, diminished efficiency, and fractured relationships, undermining their core principles of unity and democratic member control, underscoring the vital need for specialized expertise in this critical domain.

Duration: 5 Days

Target Audience

• SACCO Board Members
• Supervisory Committee Members
• Management Team (CEO, General Manager, Departmental Heads)
• Human Resources Managers
• Member Service Managers
• Internal Auditors
• Grievance Committee Members
• Branch Managers
• Legal Advisors to SACCOs
• Anyone involved in decision-making or member/staff interaction within a SACCO

Objectives

• Understand the nature and sources of conflict within a SACCO environment.
• Learn about various conflict resolution styles and their appropriate application.
• Acquire skills in active listening, empathy, and effective communication during disputes.
• Comprehend techniques for mediating disputes among members, staff, and management.
• Explore strategies for preventing conflicts through proactive measures.
• Understand the importance of preserving relationships while resolving disagreements.
• Gain insights into ethical considerations and power dynamics in conflict resolution.
• Develop a practical understanding of building a culture of constructive dialogue within a SACCO.

Course Content

Module 1: Understanding Conflict in SACCOs

• Definition of conflict: types (interpersonal, intergroup, organizational).
• Sources of conflict unique to SACCOs: member expectations, resource allocation, governance issues, power dynamics.
• Positive and negative outcomes of conflict.
• The conflict continuum: from minor disagreements to overt disputes.
• Analyzing conflict situations: identifying parties, issues, and interests.

Module 2: Conflict Resolution Styles and Approaches

• Overview of common conflict styles: competing, collaborating, compromising, avoiding, accommodating.
• Assessing your own conflict resolution style.
• Choosing the appropriate style based on the conflict situation and desired outcome.
• The role of emotional intelligence in conflict resolution.
• Shifting from positions to interests in negotiation.

Module 3: Effective Communication for Conflict Resolution

• Active listening skills: hearing beyond the words.
• Empathy and perspective-taking in understanding others' viewpoints.
• Assertive communication vs. aggressive or passive communication.
• De-escalation techniques for heated discussions.
• Using "I" statements to express needs and feelings.

Module 4: Introduction to Mediation Principles and Process

• Defining mediation: a voluntary, confidential, and impartial process.
• The role and qualities of a mediator.
• Stages of the mediation process: introduction, information gathering, issue identification, option generation, agreement.
• Creating a safe and neutral environment for dialogue.
• Distinguishing mediation from arbitration and litigation.

Module 5: Mediation Techniques and Skills

• Questioning techniques for uncovering underlying interests.
• Reframing and rephrasing statements to reduce defensiveness.
• Brainstorming solutions collaboratively.
• Managing power imbalances and emotional outbursts.
• Drafting clear, actionable, and mutually acceptable agreements.

Module 6: Preventing Conflicts through Proactive Strategies

• Establishing clear policies, procedures, and communication channels.
• Role clarity and avoiding ambiguity in responsibilities.
• Regular feedback mechanisms and open-door policies.
• Team-building initiatives and fostering a positive work environment.
• Training in communication and conflict management skills for all staff.

Module 7: Managing Specific SACCO Conflicts

• Conflict between board and management: roles, responsibilities, decision-making.
• Member-to-member disputes (e.g., group lending challenges).
• Staff-to-staff conflicts: interpersonal issues, workload distribution.
• Conflicts with external stakeholders (vendors, regulators).
• Grievance handling procedures within the SACCO.

Module 8: Building a Culture of Constructive Dialogue and Learning

• The importance of a conflict-competent organization.
• Promoting a culture of respect, trust, and open communication.
• Learning from past conflicts to improve future processes.
• The role of leadership in modeling constructive conflict behavior.
• Developing internal mediation capabilities and resources.

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: info@skillsforafrica.org, training@skillsforafrica.org  Tel: +254 702 249 449

Training Venue

The training will be held at our Skills for Africa Training Institute Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Skills for Africa Training Institute certificate upon completion of this course.

Airport Pickup and Accommodation

Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: info@skillsforafrica.org, training@skillsforafrica.org  Tel: +254 702 249 449

Terms of Payment: Unless otherwise agreed between the two parties’ payment of the course fee should be done 10 working days before commencement of the training.