RESOURCE LIBRARY

PROTOCOLS

A structured, step-by-step process that guides what to do, when, and how in specific situations to ensure consistent, coordinated, and effective stakeholder engagement and grievance handling.

TOOLS

A practical instrument (form, template, checklist, or method) used to apply a protocol or skill in real situations, helping capture information, guide actions, and support decision-making.

SKILLS

A human ability or competency (e.g., listening, facilitation, negotiation) that enables people to effectively apply tools and follow protocols in real interactions.

The Resource Library brings together the core components of the SE-GRM Toolkit in one place. Here, you will find the links to guides for each of the three key sections:

Protocols – clear ways of working across stakeholders
Tools – practical resources for action and implementation
Skills – human abilities that make systems work in practice

This section helps you quickly navigate the toolkit and understand how each part fits together.

Think of it as your starting point where structure, practice, and capability come together to support more effective, responsive, and trusted systems.