Terms of Reference

Conflict Resolution
1 Background
Following the review of the overall learning plan of UNV, the Human Resource Section (HRS)
has identified a number of learning/training needs that are common throughout the
organization. These learning needs are in the areas of soft skills or core competencies such
as working in teams, client orientation, presentation skills etc. and are relevant for most of
UNVs staff. Therefore, it was determined that a curriculum be organized by HRS that would
address the identified needs and be open to all staff.

UNV staff work in an environment that is relatively harmonious and characterized by low
incidence of conflict. However, it is important for all staff to be able to identify possible
sources of conflict and deal with conflict appropriately when it occurs. This competency is
equally useful for interactions with internal and external stakeholders.

2 Target Group of the Training
All staff in UNV
3 Goal and Content of the Training
Participants should learn to analyze their environment for possible sources of conflict. They
should learn the ability to anticipate conflict and take preventive measures to prevent
conflict from escalating. They should also learn basic conflict resolution and mediation
techniques.

4 Methodology
The course should be engaging and interactive. Participants should get opportunity to
practice and perhaps be video recorded during role plays. Feedback and tips for
improvement should be given to each of the participants. All participants should also be
given a folder with the training material including useful tips and reminders for future
conflict situations.

5 Responsibilities
As needed, UNV will provide:
Flip charts;
Overhead projector;
LCD projector;
PC or laptop;
Training room;

Access to the Staff Development Centre for resource documents, training DVDs,
etc.;
Camcorder;
DVD player;
Internet access;
Photocopying and production of workbooks, handouts etc.

The trainer is expected to provide:
An outline of the training plan;
A summary of the theoretical basis of the training provided;
Evidence of membership in an appropriate professional body, including the relevant
code of ethics.

6 Evaluation
The trainer is expected to conduct a brief pre-course evaluation of participants skills. UNV
will carry out the evaluation after the training.

7 Timing
The training should take place on two days in the fourth quarter of 2011. Training hours
should be from 9:30 to 17:30 with a one-hour lunch break.