ILO workshop strengthens grievance handling skills for mediators in Armenia
Two-day workshop on grievance handling for assigned mediators launched by the ILO project "Promoting Implementation of Labour Rights in Armenia Together" in Tsaghkadzor, Armenia.
30 November 2024
TSAGHKADZOR, Armenia (ILO News) - A workshop titled “Grievance Handling for Assigned Mediators” was successfully held on November 29-30, 2024, in Tsaghkadzor, Armenia. The event brought together assigned mediators, experts, and stakeholders to strengthen skills and strategies for effectively managing workplace grievances especially in the healthcare sector. Designed to empower mediators, the workshop provided practical tools and techniques for handling grievances with professionalism, empathy, and efficiency. It also focused on fostering dialogue, enhancing mediation skills, and building consensus to address workplace challenges.
The project is a significant step in strengthening workplace grievance mechanisms. Beyond resolving disputes, it fosters a culture of dialogue, collaboration, and mutual respect.
Vahagn Hambardzumyan, President of the Republican Union of Employers of Armenia
As part of the “Promoting Implementation of Labour Rights in Armenia Together” (PILRAT) project, this initiative aligns with efforts to introduce grievance handling procedures across Armenia. Workplace Grievance Handling Procedures are adopted on completely voluntarily bases.
Prior to the workshop, over 35 healthcare organizations in Yerevan and the Lori Region were familiarized with the Guidelines for Workplace Grievance Handling Procedures. Since then, 18 organizations have initiated the process of incorporating these mechanisms into their internal operations—a significant step toward institutionalizing formal grievance resolution processes and fostering more transparent, accountable work environments.
The process was accelerated thanks to the active collaboration between the project team and key stakeholders, including medical institutions, the Yerevan Municipality Healthcare Department, the Department of Health and Social Affairs of Lori Marzpetaran, and the Republican Union of Trade Union Organizations of Health Workers of Armenia as well as the Confederation of Trade Unions of Armenia.
During the two-day workshop, participants engaged in hands-on sessions covering topics such as active listening, communication, conflict resolution techniques, and gender-sensitive grievance handling. Role-playing and simulations allowed mediators to apply theoretical concepts to real-world scenarios.
Sessions included presentations by leading experts, including Ara Yeremyan (ILO National Consultant), Olga Azatyan (UN Women Armenia Office), Rafi Semerdjian (Secretary General, International Chamber of Commerce) and Armen Ghukasyan (Expert, International Chamber of Commerce ICC National Committee Armenia). These were followed by a joint session with managers and directors, which encouraged dialogue and support for implementing effective grievance handling mechanisms.
Tiruhi Nazaretyan, Deputy Chairperson of CTUA, emphasized the need for effective mechanisms to resolve labour disputes. She noted that while such a system is effective for individual disputes, it should not replace or exclude the mechanisms for resolving collective labour disputes established by labour legislation. Nazaretyan highlighted that the system's voluntary nature also encourages socially responsible employers.
Vahagn Hambardzumyan, President of the Republican Union of Employers of Armenia, stated that the project is a significant step in strengthening workplace grievance mechanisms. Beyond resolving disputes, it fosters a culture of dialogue, collaboration, and mutual respect. By enhancing mediation skills and promoting consensus, it lays the foundation for transparent, equitable, and respectful workplaces.
Nver Sargsyan, Coordinator of PILRAT project emphasized, that “This workshop has been a cornerstone for equipping assigned mediators of healthcare sector with the tools and strategies necessary to address workplace grievances effectively and with empathy. By fostering dialogue and collaboration among stakeholders, we are not only strengthening workplace grievance mechanisms but also contributing to the broader goal of creating equitable, transparent, and respectful workplaces across Armenia. The active participation of mediators, healthcare organizations, and trade unions reflects a shared commitment to advancing labour rights and promoting a culture of constructive conflict resolution.”
The two-day workshop included discussions on gender-sensitive grievance handling, the role of trade unions in Alternative Dispute Resolution (ADR), and strategies for creating a workplace free from violence and harassment.
About the “Promoting Implementation of Labour Rights in Armenia Together” project (PILRAT):
The “Promoting Implementation of Labour Rights in Armenia Together” project, implemented by the ILO and financed by the US Department of Labor (USDoL), strives to enhance compliance with labour legislation and facilitate access to both judicial and non-judicial remedies in Armenia.
For further information, please contact Ms. Lala Aslikyan, Senior Project Operations Assistant: [email protected]