Conflict Resolution

Graphic Image - A Key to Success!

One major cause of employee turnover is unresolved conflict between employee's, as well as conflicts between employee's and their supervisors. A well established and effective method of dealing with this aspect of turnover is an "in-house" conflict resolution process.

This process has been used extensively by employers wanting to make certain union organizers never have a legitimate grievance that they can use to take control of the loyalty of hourly workers and set them against their employers.

A well managed, sincere, conflict resolution program is one of the very best and least expensive tools an employer can use to ensure a consistently harmonious work environment. With that in mind please review the following outline and consider initiating a conflict resolution program within your own organization

Conflict Resolution Format

All personal conflicts can be effectively resolved or at a minimum, brought into a professional level of workability. In order to accomplish this however, all parties involved must commit to listening to and being completely open minded about the observations and suggestions offered by those assigned to mediate their situation.

No conflict can be fairly resolved without give and take on the part of both sides of the conflict. All parties must gain something of importance to them that assists them in accepting a mediated resolution. Going into a conflict resolution process, if it is to be successful, all parties must want a resolution and be willing to accept the mediated results. All parties must go into the process "already committed to making it work".

Conducting the conflict resolution meeting:

One side of the conflict heard at a time. All issues are to be thoroughly explained without interruptions of any sort
Flip a coin to determine who will lay out (review) their issues first.
Moderator must maintain rigid control of the process/meeting at all times. There is to be no deviation from professional conduct.
Set the ground rules before getting started i.e.
No negative talk.
No accusations (simply state facts without embellishing them).
No interrupting (only one person has the floor at a time). Strictly controled
Stick strictly to the facts (have documentation if at all possible).
Do not engage in generalizations.
Never "assume" you know why a person did what they did. By doing this you would simply appear arrogant and you would be creating additional conflict.
Never say "he/she makes me feel etc", only express "I feel etc."
Listen carefully to the opposite side of the conflict. Take notes. Be open-minded. consider how you can help.
If you feel yourself getting angry take several deep breaths (quietly without being observed) and let them out very slowly.
If you feel overwhelmed ask for a break.
There should at least a one half-hour break between presentations. This allows tensions (if any exist, and they usually do) to ease.
The opposing parties are afforded the same courtesies and held to the same criteria as indicated above.
The mediator should allow him/her self a minimum of twenty-four hours break at the conclusion of the conference in order to carefully consider all he/she has heard, research the facts that were presented and prepare a set of questions to be asked of the participants to address in writing or at an additional conference.
A (moderator’s) Q&A session must be conducted in order to reaffirm the details of the conflict and to make certain everyone understands both sides of the issue(s).
The parties (one at a time without interruption) should be given ten minutes to ask the other party, to make certain selected points of concern are made more clear and ask for clarification of any facts that were presented but may be in contest.
The moderator then asks any remaining unanswered questions
The parties are excused and take a (lunch or otherwise a one hour) break
The moderator takes a working lunch (break), reviewing all that has gone on during the entire process.
The moderator drafts his/her observations, documents suggested methods for resolving the conflict and draws up an agreement for the parties to sign indicating that they will follow the recommendations and will establish a professional (albeit possibly strained at first) working relationship.
The moderator then establishes protocol for monitoring the parties’ professional compliance and the easing of hostilities.

The moderator assigns the monitoring process to a neutral individual and establishes at least two more meeting dates and times to evaluate progress and assures that the resolution is consistently followed.

Conflict Resolution Participant

Present the facts of your conflict succinctly. Do not embellish them. Do not submit half- truths or present narrow self-serving perspectives. Present your concerns in a manner that will allow the other participants to form a fair, unbiased and realistic understanding of the issues. Remember, as you prepare your presentation you have agreed, and are committed to, being part of resolving the concerns, not simply winning your case and/or embarrassing the other party. The way you present your case will determine how you are perceived professionally and will establish your credibility with everyone involved.

Example of Required Format

Your concerns: Your recommended solutions:

List each separately Match point to point

____________________________________ ______________________________________

I attest that the above information, to the best of my ability to discern, is a true and fair representation of the facts:

Signed: ________________________________ Date: ______________________

If you are seeking professional assistance, please see our web page at Marshall & Associates - e-mail us at marsconsul@aol.com or by using the no obligation contact form

The above material is proprietary and copyrighted. It has been made available here to assist you and for your personal use only. Reproduction for resale and/or use in any manner other than for your personal use, without the expressed written permission of Marshall & Associates, is strictly prohibited.

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