Strategic Grievance Handling (LR107)

Strategic Grievance Handling approaches the grievance and arbitration process as an opportunity to advance organizational strategy, goals and objectives while at the same time improving relationships within the organization.  The course teaches the different purposes and scopes of competitive and collaborative dispute resolution systems and how that can be applied to the grievance process.  It approaches grievance handling as involving three sometimes contradictory skills and activities – investigating, advocating and mediating. Key emphasis is placed on developing participants' mediation skills within the grievance process through role-play and feedback. 

  • Make strategic choices within the grievance process
  • Investigate workplace practices and behavior
  • Mediate disputes between and among managers, supervisors, employees and union representatives
  • Promote effective conflict management at all levels of the organization
  • Improve Labor-Management relations
  • Prepare for arbitration



Arthur T. Matthews, JD

Arthur T. Matthews, JD, Chief Operating Officer/Strategic Catalyst for a boutique firm specializing in divergent aspects of human resources and the workforce. He primarily lectures at NYU and Cornell University School of Industrial and Labor Relations. He has been an advocate on both the union and management side and has served as a hearing officer. In addition he serves as a mediator and arbitrator for entities such as AAA, EEOC and FINRA.

Felice E. Busto

Felice Busto,JD,  has been a full-time mediator and arbitrator of labor and employment disputes in the public and private sectors since 1999.  She serves on the arbitration panels of the American Arbitration Association, FMCS and other rosters and mediates for the US Postal Service Redress program, courts, agencies and private parties.   Ms. Busto also conducts trainings in dispute resolution and arbitration advocacy.  Ms. Busto was as an adjunct faculty member at Rutgers University’s School of Management and Labor Relations for 10 years.  Prior to becoming a neutral, Ms. Busto was an advocate for labor and management.   


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