Human Resource/ Communications

Conflict Why Does Conflict Occur: Poor Communication Poor interpersonal relations Scarce resources Resistance to change Personality clashes Issues not dealt with .... Poor use of procedures

Poor Communication Poor staff motivation Wasted time Misunderstandings Inefficiency Disputes

Conflict Indicators Charged atmosphere Poor behaviours Aggressive body language Reluctance to help each other Circular arguments Resistance to ideas/change Back-biting and gossip

What Makes Matters Worse? Not listening – “avoidance” Reluctance to deal with conflict Lack of concern/patience Mistaken opinions/views Threatening behaviour Absence of adequate procedures

Why Have Procedures: Framework within which to operate Enable management to maintain standards Enable all employees to have issues and concerns addressed Ensure consistency and fairness

Informal Resolution Issues should be handled close to the source of the problem Grievances and issues ignored don’t go away Can be reputational impact on the persons concerned and on the organisation

Mediation What is it? Key Principles Voluntary Confidential Informal Solution focussed/future focussed Impartial

Types of Issues: Interpersonal Issues Breakdown in workplace relationships Issues arising from a grievance or disciplinary procedure Issues arising for individuals/small groups

Benefits Opportunity to resolve problem by agreement Looks at all options for resolution Resolution remains in the control of the individuals Safe place Focus on future working relationships A “stand alone” process

Questions?