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PDG Group
Leading solutions for conflict competence PDG Group is a Canadian corporation providing end-to-end services and solutions in organization development and change management, linking these initiatives with conflict management through the "integrated conflict management system" (ICMS) approach.
A simple definition of culture is "the way people treat each other", and the way people treat each other during conflict is at the core of culture.
The PDG Group is led by Carole Eldridge. PDG Group had its origins when our founder, Jennifer Lynch, Q.C. developed an internationally recognized methodology for managing change through managing conflict, which was first described in her 1997 report, "RCMP: Revitalizing Culture, Motivating People -Innovations in conflict management system design within the Royal Canadian Mounted Police" (1997).
Organizations frequently undertake major changes to their service, or manner of service delivery to a more customer-oriented collaborative appralch, yet lag behind in aligning their internal cultures to the same approach, failing to develop the structure and support needed to manage those changes and the inevitable conflict that results.
Recognizing this, Ms. Lynch developed the Lynch ICMS Model© for the design and implementation of an integrated conflict management system.
This five phase approach introduces the ten essential components of a system design in a simple, chronological manner and can be customized for any size or type of organization. The Lynch ICMS Model© introduces systematic approaches for change management and builds conflict competencies for organizational leaders, introduces methods such as complex-issue process development, mediation, facilitation, stakeholder buy-in processes, and cross-functional team building.
The company also provides training and communications support, planning and strategy for these processes. The firm was founded in 1988 and now comprises 30 senior practitioner associates from across Canada and the United States, experienced in all aspect of public and private sector conflict management.
Integrated conflict management systems, dubbed the “fourth generation” of dispute resolution, are considered a key element in cultural transformation initiatives for both union and non-union organizations, nurturing improvements in labour relationships, employee morale and retention, customer/client satisfaction and retention, and cost savings by establishing structures and organizational support which encourage managers and employees to work collaboratively and better manage conflict.
The modern ICMS model has two components.
1. An updated Structure: The rights-based, or ‘justice’ options are modernized and strengthened, and innovative alternative dispute resolution options are added. Four essential elements are built in: a broad scope that provides places and ways for all people and all conflicts (including peer-to-peer conflicts which are the most costly to individuals and the organization), choices of options, accessibility, and safeguards (such as transparency, impartiality and independence, timeliness, appropriate confidentiality and representation).
2. Organizational Support Elements: The organization articulates a commitment to, and focus on, dialogue and cooperative problem solving. The focus is on five essential elements: Leadership (as champions and models, accountability) Communication, Coordination, Internal Capacity Building, and Evaluation (of the program, of risk management, and performance measurement – e.g. conflict management as a core competency).
This model is flexible and can be adapted to each organization’s business objectives, structure, cultures, mission and values, legislative and regulatory requirements.
PDG has earned an international reputation for ICMS innovations and leadership.
From 2003 to 2007 PDG Group led by Jennifer Lynch, Q.C. served as principal consultant in the design and development of an ICMS for the Transportation Security Administration (TSA) which is an agency of the United States Department of Homeland Security. TSA was founded in the aftermath of the tragic events of September 11, 2001 to provide security in the vast U.S. transportation system. Over 50,000 people were hired in less than a year. The majority work at over 400 airports nationwide. The lack of existing infrastructure, employment polices and workplace culture presented enormous challenges; it also presented a unique opportunity to introduce state of the art innovations for workplace conflict management. The 'Model Workplace Program' was created to help establish a workplace where 'the best people want to work and can do their best'. Its cornerstone is Ms. Lynch's ICMS model, adapted by TSA, and 'focuses on how people treat each other, how problems are solved and how decisions are made'. Many innovations have been introduced that have strengthened and improved earlier ICMS models. Selected significant projects include:
- Advisors to Federal Aviation Administration in the development of structural and expansion options for the Center for Early Dispute Resolution (2006)
- Advising the Minnesota Department of Corrections working group and wardens in the development of its ICMS (2005)
- Consultants to Parks Canada in the design and delivery of learning packages and implementation of its pilot phase (2002-2004)
- Review of the World Bank Conflict Resolution System (2001-2002)
- Leading Public Works and Government Services Canada in the design of a seamless integrated conflict management system to embrace both external services (contracting) and workplace (2002-2003)
- Evaluation of the Conflict Management Project at Department of National Defence and Canadian Forces and assisting with its Department-wide implementation (2000-2001)
- Jennifer Lynch, Q.C. also chaired the design team that developed Canada Customs and Revenue Agency’s system for the transition of its 50,000-plus employees from Department to Agency status 1998-1999. Teams of PDG Group consultants assisted the Agency in national implementation.
- Analysis and report for Correctional Service Canada on conflict management practices (1998)
- As the architect of the Royal Canadian Mounted Police Alternative Dispute Resolution (ADR) System from 1995 to 1997, PDG Group with Jennifer Lynch as chair of the project, designed and implemented an integrated conflict management system for 20,000 employees.
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