2' How Conflict Management Evolves Within Organizations

1
2. How Conflict Management Evolves Within
Organizations
2.1 Phase 1 Absence of Defined Dispute
Resolution Processes2.2 Phase 2 Rights-Based
Grievance Processes and Adjudication2.3 Phase 3
Interest-Based Processes2.4 Phase 4 Integrated
Conflict Management Systems
2
2.1 Phase 1 Absence of Defined Dispute
Resolution Processes
Disgruntled employees lack avenues to effectively
resolve problems. Employers decide the outcomes
of problems that come to their attention by
making decisions, many of which are based on
power. In the absence of explicit dispute
resolution processes, unhappy employees may also
exercise whatever power-based approaches are
available to them. Some disgruntled employees
sue, costing the employer legal fees, time lost
by supervisors and managers, and disruption of
work for witnesses.
3

• 2.2 Phase 2 Rights-Based Grievance Processes and
  Adjudication
• Rights-based processes, such as grievance
  procedures, arbitration, adjudication, and
  appellate processes, provide the opportunity to
  seek a determination of whether legal or
  contractual rights have been violated.
• register a written complaint, grievance, or
  notice of proposed legal action with the
  employer.
• Parties to the process adhere to procedural
  rules.
• the process leads to a third-party adjudicator
  who determines rights arising under policy,
  contract, regulations and laws.

4

• all unionized organizations, most government
  agencies, and most medium and large-sized
  non-unionized organizations have internal
  rights-based grievance processes.
• Mediation
• Conciliation
• Arbitration

5
2.3 Phase 3 Interest-Based Processes
Interest-based options, such as direct
negotiation, facilitation and mediation, provide
the opportunity to use problem-solving techniques
to address the perceived needs of the complainant
or other parties. In general, these processes do
not attempt to vindicate a right (legal or
contractual) of a disputant, but attempt to
accommodate disputants' legitimate workplace
needs.
6

• Interest-based processes enable and encourage
  parties who want to resolve their own conflict.
  When interest-based processes are used, the
  disputants retain more control over the outcome
  of their conflict.
• They sometimes design their own process and
  always contribute to developing their own
  solutions.
• Given the choice, disputants often select
  interest-based processes over rights-based
  processes because interest-based processes are
  perceived as
• less adversarial,
• faster,
• more flexible, and
• less costly (both in economic and non-economic
  terms).

7
2.4 Phase 4 Integrated Conflict Management
Systems

• encourages employees and managers to voice
  concerns and constructive dissent early
• integrates a collaborative problem-solving
  approach into the culture of the organization,
  encouraging direct negotiation between those
  involved in a dispute
• provides options for all types of problems for
  all people in the workplace
• coordinates a web of options and structures
  enabling problem solving across areas and
  functions

8

• aligns conflict management practices with each
  other and with the mission, vision and values of
  the organization, thereby contributing
  significantly to internal culture transformation
  
• is understandable to all
• is flexible and user-friendly.

culture that encourages employees and managers to
address their differences constructively.