• Unit 4: Conflict Resolution Procedures

    In the previous units, we examined conflict resolution from the perspective of employers, employees, and third parties. In this unit, we will look at how to implement effective processes and policies to ensure awareness and fairness for everyone in an organization. This unit will help you understand the factors you should consider when developing a conflict resolution policy and the process for creating one.

    Completing this unit should take you approximately 2 hours.

    • Upon successful completion of this unit, you will be able to:

      • describe the factors human resource personnel and facilitators should consider when resolving conflicts in the workplace;
      • describe the methods that upper management can take to ensure that conflict resolution procedures are built in to all levels of staffing;
      • describe appropriate subjects to include in a whistleblower policy; and
      • explain the purpose of a policy on workplace violence and the steps and employer can take to ensure employees are trained in preventing and reporting violence in the workplace.

    • 4.1: Managing Conflict Resolution

      Resolving workplace conflict incorporates all of the elements we have discussed in this course and keeps the process agreeable. To resolve conflicts, you should create an effective atmosphere, clarify perceptions, focus on individual and shared needs, take a positive approach, generate options, develop a list of stepping stones to action, make mutually beneficial agreements, and part on good terms.

    • 4.2: Example Policies and Procedures

      In this section we look at some sample policies and procedures.

      • Grievance Procedures File

        Review this employer's toolkit for examples of topic areas and language you might incorporate into your conflict resolution policy. The document offers advice for how employees should make a complaint, responsibilities and job descriptions for those in charge of managing complaints, and sample procedures.

      • Whistleblower and Anti-Retaliation Policies Page

        Review this example of a whistleblower protection policy from the Open Web Application Security Project (OWASP).

      • Disciplinary Policies Page

        Review this example of a disciplinary policy and grievance procedure.

      • Managing Employee Complaints File

        Review this example of a procedure employees should follow to make complaints. The accompanying flowchart details the actions the organization will take when responding to a complaint so employees know what to expect.

      • Preventing Workplace Violence Page

        This article discusses how many employers have created workplace violence policies to help employees recognize and prepare for instances where conflict resolution procedures have failed. The author identifies warning signs, recommends policy language, and advises employers to consider providing training to help employees detect behaviors that could indicate the potential for violence. Employers should include a formal reporting mechanism, an employee assistance program, a crisis management/trauma team, and a roadmap for law enforcement.