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WORKPLACE > Costs of Workplace Conflict
THE COST OF CONFLICT IN THE WORKPLACE
Conflict in an organization goes right to the bottom line. Consider these statistics:
- More than 85% of departing employees cite internal conflict as the cause.
- 75% of job stress is attributed to personal conflict.
- Between 1972 and 1992, employment lawsuits in the U.S. increased by 2200%
The Solution? Conflict Management
The Alliance for Mediation & Conflict Resolution helps individuals and organizations manage and resolve conflict. Our services include a wide range of possibilities for addressing workplace conflict, from simple ad hoc mediations to extensive systems for conflict management.
- Mediation: Rapidly becoming the most preferred approache to dispute resolution
- With the help of an impartial AMCR mediator, two parties in conflict negotiate their own agreement.
- The negotiation takes place in a non-judgmental, confidential environment. Discussions emphasize common interests as well as individual needs.
- Attitudes and viewpoints are transformed as communication improves. Participants redefine their relationship, and get on with their work.
- Consulting: Every day, groups that must work together face undefined barriers to productivity. Frequently, the most difficult thing about conflict is discovering what causes it. With thorough fact-finding through staff interviews, work-flow evaluations and style assessments, an objective AMCR consultant uncovers the causes of conflict and in conjunction with those directly involved, develops a plan to improve communications and work relations.
- Facilitation:AMCR consultants offer facilitation for meetings where participants have multiple agendas. Using an external facilitator who has no personal interest in any particular outcome assures that all voices will be heard.
- Conflict Resolution Training: AMCR can provide communications training for corporate groups in such areas as conflict management, negotiation skills, team-building, active listening, mediation tools for managers. We customize each program to our clients’ specific needs.
- Conflict Management System Design:
A) PRINCIPLES of System Design A well-designed system is:
- Customized to meet the needs of the organization itself.
- Designed by those who will be using the System; Design Team should include representatives from all levels, functions and locations.
- Easy to understand and easy to use - accessible.
- An informal process for resolving disputes, grievances and personal disagreements.
- Focused on prevention and solutions, not on intervention and blame.
- Quick in time response.
- Low in costs.
- Designed to include a mechanism for on-going evaluation, feedback and fine-tuning.
- A client-centered process that allows resolution of problems by the parties themselves.
- Protective of Legal Rights and Alternatives: Maintains flexible, relatively inexpensive rights-based procedures when ADR is inappropriate or unsuccessful.
B) PROCESS of Designing a Conflict Management System AMCR uses a seven-step process:
- Assess the scope of the project. Meet with the organization to define project clearly. Options may range from a small team of outside, independent mediators to a whole new conflict management system within the organization.
- Form a Design Team representing a cross section of the organization (or the scope of the project).
- Analyze strengths and weaknesses of existing system. Use a combination of interviews, questionnaires, focus groups, and observation of current practices.
- Design new or modified system based on analysis. This is a collaborative process led by AMCR consultants and actively involving the Design Team.
- Build support for new system among company employees beyond the Design Team. This is a critical, ongoing part of the design process. Without broad support among key employees, the System is less likely to succeed.
- Implement the new system. Develop an action plan. Establish formal standards against which success of the system can be measured. Articulate an evaluation plan and determine record keeping policies. Train mediators, facilitators, administrators. Educate employee population
- Maintain and Monitor the new system. A dispute resolution system is constantly evolving as companies evolve. Questions to be answered on an ongoing basis include:
- Does the system save time and money?
- Are there specific types of disputes for which the system does not work?
- Is it equally satisfactory for all areas of the organization?
- Are relationships between disputants improved, if appropriate?
- Are employees using the system? Is management using the system?
- Do the resolutions stick?
- Does the system achieve specific measurable efficiencies in processing disputes?
Involve Stakeholders in the Design Process The guiding principle of our work is that employees themselves should participate in problem solving. Consequently, we use a highly collaborative process, working with representatives of all the stakeholders in the organization to help them identify and design the appropriate model for their own needs. In the design process, AMCR consultants work closely with participants as:
- Educators - teaching about the nature of conflict and helping participants understand and appreciate diverse communication styles and effective negotiation techniques.
- Facilitators - assuring that all viewpoints have been heard and helping participants create and evaluate multiple options in the process.
- Catalysts - energizing and encouraging participants as they work through design process.
- Coaches - helping assess effectiveness of the process and providing guidance to participants in the establishment and nurturing of new systems.
C) BENEFITS of Conflict Management Systems (ADR)
- ADR System is Cost Effective. Companies avoid costly litigation, minimize executive drain and employees can return to work quickly.
- ADR System is Fast. The processing of complaints is efficient and negotiation of resolution quick.
- ADR System is Confidential. Management avoids public exposure and employees understand that no information obtained in the negotiation process may be used against them later in court.
- ADR System Reduces Turnover. Because employee problems are acknowledged and addressed, job satisfaction is higher.
- ADR System Preserves Relationships. Good teams gone awry can be put back on track.
- ADR System Has a High Compliance Rate. Employees who participate in the search for a solution take ownership of the outcome and abide by it.
For more information on any of the above services, please contact AMCR at: 914-232-4970, or by email at ngardner@we-mediate.com.
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