Conflict Resolution Process

Overview

Conflict can be a healthy and important part of an organisation; but generally only when it is between people who have strong and resilient relationships. Often conflict arises outside these circumstances, and causes much grief to those involved and is a significant cost to an organisation.

Ongoing unresolved conflict can result in increased: staff turnover, sick leave, absenteeism, presenteeism, grievances, stress, anxiety, injury and accidents. It can impair the decision making abilities of those involved and reduce creativity and innovation, wellbeing, performance, trust, commitment and productivity. Conflict management can efficiently and effectively resolve conflict, rebuild and strengthen relationships and prevent the ongoing cost that burdens organisations.

Process:
  1. Case assessment and intake (interview with client for background and context (eg. HR Manager), individual interviews with participants to determine the appropriateness to proceed to mediation).
  2. Mediation session:
    • Issues identification and agenda setting
    • Discussion
    • Option generation
    • Negotiation (reaching a set of mutually acceptable and explicit behavioural agreements about how the parties can work together effectively in the future)
    • Private session
    • Outcome and documentation
  3. Feedback and reporting. In our experience, voluntary mediation results in 70% to 80% of situations being resolved satisfactorily