Labor Union Tackles Workplace Conflict

Tension between two co-workers becomes disruptive and both face disciplinary action. A supervisor and employee cannot resolve personality differences. A union member does not agree with the union representative’s strategy in resolving a grievance.

These are workplace issues that labor unions confront daily. What can a labor union do to help its members resolve conflict? This is the question Fran Jefferson, Executive Director of the Service Employees International Union (SEIU) Local 616, asked her members.

Representing 15,000 members working under ten different employers, SEIU Local 616 faces a daily barrage of workplace problems. Traditionally such issues are dealt with using the grievance procedures, however the traditional union approach to solving conflict is rarely concise and not always effective. Realizing this, the union’s leadership decided that members need a different approach to resolve conflict. In order to better serve its members, the union decided to offer a conflict resolution program, a service that no one else was making available to them.

The challenge of developing a conflict resolution program for a labor union intrigued Thomas Hughes, President of WorkdaySolutions an international consulting firm specializing in resolving workplace and labor relations conflict. After meeting with Fran Jefferson and the union’s Executive Board, Hughes decided that the union program offered a unique opportunity to design a conflict management system that would focus on resolving problems without resorting to the time consuming and costly grievance procedure.

The Challenge

While union representatives are skilled in traditional problem solving methods involving grievances and arbitration, they have little experience with current conflict resolution techniques. The traditional processes do not afford a timely remedy but instead foster an adversarial climate. Problems involving co-workers (both union members) often requires the intervention of two union representatives, frequently creating a “no-win” situation for all parties. Disputes between union members and staff damaged working relationships and disrupt the union’s mission.

Concern about zero tolerance policies regarding workplace violence led the union leadership to realize that union representatives and members need training to identify and diffuse conflict that could potential trigger violence. “Conflict stems from perceptions and lack of communication”, stated Ms. Jefferson. “We need to create a culture for our members emphasizing open communication while offering a variety of problem solving methods.”

The Program

Changing the focus of union staff and members presents a unique challenge. In collaboration with Jefferson and Local 616 Staff Director, Linda Joseph, WorkdaySolutions developed a training program for union staff and shop stewards on conflict resolution techniques, including mediation, facilitation and early neutral intervention. The training program includes short presentations that can be taken to worksites, providing union members with information about how to communicate openly and effectively, and teaching ways to identify and deescalate conflict.

The union’s goal is to provide members with a safe, confidential vehicle to improve work relationships, enhance communication and resolve conflict quickly. WorkdaySolutions and their staff provide mediation, facilitation and early neutral evaluation services for union members. The union is working with employers to expand the program to include training in conflict resolution techniques to avert disciplinary and performance problems in the workplace.

The union believes this program will have a significant impact on the number of grievances filed, will enhance work relationships between members and employers, will decrease incidents of workplace violence and will open the door to cooperative problem solving in other areas.

Future Vision

Effective use and incorporation of conflict resolution techniques for 15,000 union members takes time. WorkdaySolutions will continue to work with the union, providing ongoing training while monitoring the program’s progress. The ultimate goal of the program is the implementation of an in-house conflict resolution program run by union staff and select members. WorkdaySolutions and the union are excited by the prospect of developing this in-house conflict management system as a model for future programs.

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Karen  Solstad,   Amesbury MA	karen.solstad@verizon.net      04/20/04
I was a union shop steward and grievance committee member for a major union in the airline industry for over 10 years. The shortcomings of the traditional grievance process compeled me to do a Masters Degree in Dispute Resolution. Congrats to this union for having the courage to enter the 21st century. Few unions have that courage. Add New Comment

Doug ,   Toronto ON	03/28/04
I took my first mediation course in 1999 as the business agent of a national union. I soon discovered that mediation was something I believed in. It was a process which brought order to what I was trying to do. I would strongly recommend the creation of a conflict resolution program for both union and employer a like. I can tell you it reduced our grievance activity by over 50% within 2 years. I am no longer in my union role, however I am proud to say a practicing mediator. Add New Comment

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