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presented byClay Phillips, MBA (PhD ABD)
Consensus Conflict Management & Mediation Services, LLCwww.WeResolveConflict.com
Workplace Conflict Management Systems
© Copyright 2012. Clayton J. Phillips. All Rights Reserved.
AgendaPurpose
Scope
Design
Implementation
Execution
Administration
© Copyright 2012. Clayton J. Phillips. All Rights Reserved.
PurposeA well designed, properly implemented and administered Workplace Conflict Management System (WCMS) will have a positive impact on the organization’s:
Internal Morale
External Relationships
Workplace Safety
Atmosphere of Inclusion
Employee Conflict, Strife & Stress
Employee Retention
Management Effectiveness
© Copyright 2012. Clayton J. Phillips. All Rights Reserved.
ScopeWCMS’s identify, consider and address:
Mission, Vision and Objectives of the organization
Interpersonal Conflict in the Workplaceo Nature of Conflict
o Conflict Prevention
o Conflict Intervention
o Conflict Resolution
o Conflict Management
Cost to the organization for not implementing a WCMS
What the organization hopes to accomplish by implementing a WCMS
© Copyright 2012. Clayton J. Phillips. All Rights Reserved.
DesignThe well-designed Workplace Conflict Management System will include:
Defining the organization’s Identity in the marketplace
Identifying the organization’s internal and external cultures
Assessing the organization’s social investment
Conducting a thorough assessment of past, existing and potential future conflict
Identifying the organization’s trajectory in the marketplace
Examining the organization’s tenets regarding a healthy and safe workplace
Assessing employee perspectives regarding the quality of their work environment
© Copyright 2012. Clayton J. Phillips. All Rights Reserved.
Implementation Set the foundation for the WCMS to be builto Leadership involvement, accessibility and buy-in
o Appoint an internal WCMS Director
selects, appoints and convenes a WCMS Design Team
makes recommendations to leadership
administers and monitors the implemented WCMS
o Create a clear, flexible, viable, and sustainable WCMS plan
o Establish, espouse and embrace an impetus for change
© Copyright 2012. Clayton J. Phillips. All Rights Reserved.
Implementation Employee and Management Conflict Awareness Assessmento Provide an open, safe, anonymous forum for employees and management to share concerns and
observations regarding workplace conflict
Fashion web-based surveys for employees and management to take at their leisure
Assign a deadline for submission of input and ideas
o Analyze data with employees and management
© Copyright 2012. Clayton J. Phillips. All Rights Reserved.
Implementation Refine and Testo Gather solution ideas from employees and management
o Evaluate data with combined employee/management focus groups
o Focus groups test and refine each strategy
o Present recommendations to leadership
© Copyright 2012. Clayton J. Phillips. All Rights Reserved.
Implementation Finish the WCMS Designo Decide remaining critical issues
o Identify external mediators and arbitrators
o Determine how long external WCMS Consultant will be retained
o Consider and act upon changes recommended by leadership
o Include mandatory provisions for mediation and binding arbitration
o Present final WCMS Design to leadership for approval and execution date
© Copyright 2012. Clayton J. Phillips. All Rights Reserved.
Execution Leadership WCMS brief & training
Management WCMS brief & training
Employee WCMS brief & training
Soft launch
© Copyright 2012. Clayton J. Phillips. All Rights Reserved.
Administration Once launched, WCMS Director takes the reins
Appoint and train departmental WCMS Representatives
Ensure all external mediators’ and arbitrators’ credentials are adequate and in good standing
Schedule quarterly (or more often if needed), ongoing WCMS training for employees, managers and leadership
Keep leadership apprised of WCMS effectiveness and concerns
Make recommendations to leadership to ensure viability and sustainability of the WCMS
© Copyright 2012. Clayton J. Phillips. All Rights Reserved.
Questions / Comments
© Copyright 2012. Clayton J. Phillips. All Rights Reserved.