OFFICE OF THE COMPTROLLER OF THE CURRENCY

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OFFICE OF THE COMPTROLLEROF THE CURRENCY

• Beyond Conflict
• Achieving Results
• the FAIR Way
• Interagency ADR Working Group
• February 2009

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Introductions

• Linda Batts
• Linda.Batts_at_occ.treas.gov
• Becky Tudisco
• Rebecca.Tudisco_at_occ.treas.gov
• Madelynn Orr
• Madelynn.Orr_at_occ.treas.gov
• Towanda Stanley
• Towanda.Stanley_at_occ.treas.gov

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Objectives

• Provide background information about the
  evolution of the OCCs multi-faceted approach
• to conflict management
• Provide information about the OCCs
• Fair Alternatives and Innovative Resolutions
  (FAIR) Program
• Provide information about the use of
• Crucial Conversations to empower
• employees to prevent and resolve conflicts
• Share lessons learned

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OCC Mission

• The OCC charters, regulates and supervises
  national banks to ensure a safe, sound and
  competitive national banking system that supports
  the citizens, communities and economy of the
  United States.
• In 2007, the OCC was listed as one of the
• Best Places to Work in the federal government.
  The OCC was ranked fourth overall out of more
  than 200 similar agencies and subcomponent
  agencies and ranked first in support of diversity.

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OCC Org Snapshot

• Bureau of the US Department of the Treasury
• 3114 employees
• Two-thirds are National Bank Examiners
• Geographically dispersed
• Headquarters in Washington, DC
• Four District Offices in NY City, Chicago, Dallas
  Denver
• 57 Field Offices through US
• International Office in London
• Ombudsman and Customer Assistance Group in
  Houston

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WFEO Vision Mission

• VISION
• Capitalizing on fairness and leading the way for
  equal
• opportunity and organizational excellence.
• MISSION
• WFEO provides a wide range of services in support
  of
• OCCs commitment to Equal Employment Opportunity
• and Civil Rights. Our customers are all OCC
• employees and applicants for OCC employment.

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WFEO Org Chart
JOHN DUGAN COMPTROLLER OF THE CURRENCY
THOMAS R. BLOOM SENIOR DEPUTY COMPTROLLER and
CHIEF FINANCIAL OFFICER
LINDA LYNN BATTS DIRECTOR
MADELYNN ORR ADR Specialist (Field-Denver)

• CONFLICT MANAGEMENT CADRE
• EEO COUNSELORS
• MEDIATORS
• FACILITATORS
• CRUCIAL CONVERSATIONS
• INSTRUCTORS

REBECCA TUDISCO EEO MANAGER
LAURIE CYMBOR SENIOR EEO SPECIALIST
CAROL CORY PROGRAM ANALYST
CYRUS SALAZAR EEO SPECIALIST
TOWANDA STANLEY EEO SPECIALIST
CAMILLE DICKERSON TECHNICAL ASSISTANT
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WFEO Program Evolution
RIGHTS-BASED PROGRAM

• Equal Employment Opportunity Civil Rights
• Legal Regulatory Compliance
• EEO Complaint Processing
• External Compliance

SERVICE-BASED PROGRAM

• Alternative Dispute Resolution (Non-EEO)
• Comprehensive Menu of Intervention Services
• Interdisciplinary Cadre of Third-Party Neutrals

EMPOWERMENT- BASED PROGRAM

• Employee Development Organizational Culture
• Conflict Management Training
• Conflict Coaching

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Themes

• SELF RELIANCE
• Training
• Coaching

• 3RD PARTY ASSIST
• Mediation
• Facilitation

• LITIGATION
• EEO complaint
• Grievance

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OCCS FAIR Program

• Fair Alternatives and Innovative Resolutions
  (FAIR) Program implemented in 2002
• Available to all employees
• Resolution of non-EEO and
• non-grievance workplace issues
• Administered by Workplace Fairness and Equal
  Opportunity Division
• Comptrollers ADR policy statement issued June
  2006

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OCC FAIR Program

• FEATURES
• Not legally mandated
• No deadlines, but sooner is better
• Voluntary participation
• Confidential
• Available to all employees
• Services are provided by third-party neutrals

• DESIGNED TO ADDRESS
• Misinterpretations
• Different Perceptions
• Personality Differences
• Misunderstandings
• Multiple Organizational Conflicts

FOCUS Improve communications repair working
relationships rebuild trust
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OCC FAIR Program

• MENU OF AVAILABLE SERVICES
• Sounding Board
• Information Broker
• Referral
• Coaching
• Shuttle Diplomacy
• Facilitation
• Mediation

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Benefits of FAIR Program

• Increases employee involvement and resolves
  issues at the lowest possible level of the
  organization
• Helps parties fashion resolutions to conflict
  they are motivated to uphold
• Saves OCC time compared to traditional handling
  of complaints and grievances
• Rebuilds trust and creates a more productive and
  efficient workplace by helping parties move
  beyond the conflict
• Improves relationships and helps prevent future
  disputes

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Road to Crucial Conversations

• In 2006, we started to explore Crucial
  Conversations as an organizational approach to
  building conflict management and peer coaching
  skills
• In 2007, Crucial Conversations became part of the
  OCC training curriculum
• CC is compatible with OCC culture
• Personal accountability
• Non-threatening approach

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Road to Crucial Conversations

• CC is consistent with the evolution of conflict
  management toward empowerment-based options
• Individual conflict management skills
• Conflict coaching
• CC is consistent with the OCC mission
• Preparation of Examiners to deliver information
  to banks
• Preparation of Customer Assistance Group in
  Houston to better respond to the publics
  complaints about the banks

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CC Accomplishments

• Cadre of 11 Crucial Conversations instructors
• Instructors represent range of occupations within
  the OCC
• Eleven group four national sessions held in FY
  2008
• In FY08, 493 (16) of employees attended training
  
• Managers may request intact team group training
• Principles of Crucial Conversations provide a
  skill set for more effective interaction with our
  peers, supervisors, subordinates, and external
  parties. Examining teams and bank supervision
  efforts benefit from the enhanced ability to
  recognize the elements of a crucial conversation
  and respond appropriately.

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CC - Whats Next?

• Work in process to develop a strategic plan for
  coverage to a broad base of OCC personnel
• Work in process to develop a marketing plan to
  heighten the awareness of Crucial Conversations
  training and the benefits to be derived from the
  application of learned principles
• Plan to identify examples of CC applicable to
  mission
• Plan to integrate CC in curricula for the UCE

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