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Good Practice Framework

by Katherine Graham
May 2015

CMP Resolution Blog by Lesley Allport and Katherine Graham.

Katherine Graham

“Universities should include mediation in their framework for handling student complaints,” says the IOAHE – and so say all of us at CMP! The formal process is long, complex and saps everyone’s time and energy; most students with complaints about staff behaviours and attitude would prefer to talk it out, in our experience.

The new and updated “Good Practice Framework for Handling Complaints and Academic Appeals” provides an overview of the key factors to include in effective complaints and academic appeals processes. It sets out underlying principles and operational guidance to support institutions in areas including timeframes, progression between informal, formal and review stages, and record-keeping.

Mediation and conciliation

Mediation and conciliation are usually voluntary processes where an impartial, independent third party helps parties to a dispute resolve issues confidentially. Using mediation or conciliation during the early resolution stage can help both parties to understand what is driving the concern and may be more likely to result in a swift and mutually satisfactory conclusion being reached. Mediation or conciliation may be particularly helpful in resolving disputes between students.
Where both the university and the student agree to mediation or conciliation in the formal stage of considering a complaint, revised timescales may need to be agreed between the parties and confirmed in writing. All parties need to be clear about the scope of the mediation or conciliation process, how the arrangement fits with other procedures, and whether its use is subject to the parties agreeing in advance to accept the solution offered by the conciliator. The formal process may need to be re-started if agreement cannot be reached.
Download the full report here:

http://www.oiahe.org.uk/good-practice-framework.aspx

Biography


Katherine Graham has worked in the field of dispute resolution for over 15 years’ as a mediator and trainer. She has mediated on the BBC Learning Zone and has given keynote speeches on conflict management and mediation for The MOD’s Equal Opportunities Conference, Women in Business Annual conference and “Getting Beyond Conflict”, a national conference on workplace dispute resolution. Katherine joined CMP Resolutions (formerly Conflict Management Plus) in 1992. She was made a director of the company in 1998 and became Managing Director in May 2009. Prior to this she managed teams in publishing and communications departments for major national charities including The Work Foundation, the RNID and the King’s Fund. She was the inaugural Chair of the Institute of Conflict Management.

Publications

Author of The Directory of Mediation Services for Social Landlords (National Housing Federation)

Editor, “Equilibrium” – a quarterly journal of dispute resolution

Co-author Mediation for Managers (NB Books 2002)



Email Author
Website: www.cmpresolutions.co.uk

Additional articles by Katherine Graham

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