1. A Retrospective: Eighteen Years of Managing Conflict in The University System of Georgia European Network of Ombuds in Higher Education Oxford, England April 2013 Lin Inlow Consortium on Negotiation and Conflict Resolution College of Law Georgia State University Atlanta GA USA

2. In 2012, 35 institutions with: 290.000 students 43,000 faculty & staff In 1996, 34 institutions with: 205,000students 40,000 faculty & staff

3. Complaints and perceived injuries 1995 Conflict Management System Informal unassisted resolution Rights-based: Grievances, Litigation, Investigations

4. Preventive Open door policy ¯ Leadership ¯¯ Stakeholder committees ¯ Listening Problem Solving Referral to other resources Team building Facilitated Fact-Finding Fact-finding Advisory Neutral evaluation Peer reviews Non-binding arbitration Security/Police Litigation Grievance Appeals Med/Abr Final Offer Arbitration Rights No outcome prediction Outcome prediction ¯ Partnerships Interests Investigations CMS

5.  Establish system-wide conflict resolution program  Decrease reliance on adversarial processes  Resolve conflict at lowest level  Improve institutional environment  Lead development of ADR in higher education The Initiative and Policy Directive on CR Board of Regents Establish Goals Board of Regents Get Ready Adopt Policy

6. Board of Regents Get Ready Adopt Policy Chancellor’s Office Provide education, training & support Assemble panel of system-wide mediators Compile assessment data Use ADR in contracts Advisory Committee Develop educational program for institutions Recommend comprehensive system-wide plan Advise Chancellor’s Office on implementation CNCR Educate & Train Consult Administer System-wide Mediation Program Individual Institutions Liaison and CCRC Educate and Train Assess Design Implement Evaluate and Improve University System of Georgia’s Conflict Management System Design

7. Frame Goals of CMS Adopt Policy Stage II Stage III Stage IV Stage V Stage VI Develop & Implement Stage I

8. Appoint Liaison & CCRC Educate & Train Assess Recommend Design Implement Evaluate & Improve CMSD at the Institutional Level Individual Institutions Liaison and CCRC Educate and Train Assess Design Implement Evaluate and Improve Appoint Liaison & CCRC Educate & Train Assess Recommend Design Implement Evaluate & Improve

9. Guiding Principles Walk the Talk No Two CMS are Alike Users Should Design It Build and Use a Network of Experts and Champions Experiment and Be Creative Key Decision-Makers Should Be on Board Commit the Necessary Resources Look Before You Leap Be Realistic, Be Patient Review and Improve

10. Complaints and perceived injuries 2013 Conflict Management System Informal unassisted resolution Interest-based: Mediations, Ombuds, Facilitation Interest-based: System-level interventions Rights-based: Grievances, Litigation, Investigations

11. Preventive Open door policy ¯ Interest based training ¯ Leadership ¯ Education/communication ¯ Ombudsperson ¯ Stakeholder committees ¯ Listening Problem Solving Interest based negotiation Interest based advocacy Conciliation Reframing issues & Developing options Referral to other resources Team building Facilitated Mediation Facilitation Shuttle diplomacy Coaching Fact-Finding Fact-finding Advisory Neutral evaluation Peer reviews Non-binding arbitration Security/Police Litigation Grievance Appeals Med/Abr Final Offer Arbitration Rights No outcome prediction Outcome prediction ¯ Partnerships Investigations Preventive Open door policy ¯ Interest based training ¯ Education/communication ¯ Ombudsperson ¯ Stakeholder committees ¯ Listening Problem Solving Interest based negotiation Interest based advocacy Conciliation Reframing issues & Developing options Referral to other resources Team building Facilitated Mediation Facilitation Shuttle diplomacy Coaching ¯ Partnerships Interests CMS

12. Frame Goals of CMS Adopt Policy Stage II Stage III Stage IV Stage V Stage VI Develop & Implement Institutionalize Innovate Sustain Stage I

13. “70% of organizational changes/innovations fail” * * Warrick, D.D., 2009.

14. Frame Goals of CMS Adopt Policy Stage II Stage III Stage IV Stage V Stage VI Develop & Implement Institutionalize Innovate Sustain Stage I Build Capacity Cultivate Champions Collaborate Coordinate Achieve CMS Goals Comprehensive CMS Design* * Inlow, 2013

15. Education and Training Build and Use a Network of Experts and Champions

16. 10 – 14 June, 2013 13 th Summer Institute on Conflict Management in HE  Basic Mediation  You + Me = Three: How Intentional Collaboration Leads to Innovation  Advanced Mediation  Building, Restoring, and Sustaining Trust in the Workplace