1. Human Resource/ Communications

2. 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

3. Poor Communication Poor staff motivation Wasted time Misunderstandings
Inefficiency
Disputes

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

5. 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

6. 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

7. 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

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

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

10. 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

11. Questions?