Conflict resolution at the Workplace
Department of Public Information United Nations Ombudsman M. Patricia Durrant 28 July 2004
What is conflict ?
“Any opposition or difference of wishes, needs, statements, arguments, actions or principles between two or more staff members, or between staff members and the Organization.”
(ST/IC/2004/4 – Conflict resolution in the United Nations Secretariat)
The role of staff members in conflict resolution
Conflict resolution is a key competency
with conflicts and grievances in a timely manner Act in accordance with the Standards of Conduct for the international civil service
Deal
Costs of conflicts
Direct costs for handling formal cases Hidden costs of conflicts
Wasted time Loss of skilled staff Low morale/productivity Health costs
Keys to preventing and resolving conflicts
1. Training
Induction training - need for access by everybody Conflict resolution training OHRM training on conflict resolution, cultural diversity, etc. DPKO e-learning on conflict resolution, stress management, diversity, client focus, etc. (re. DPKO CTS Web Site)
2. Improved communications at the workplace
Put into practice what you learn at training courses
Conflict resolution in UN Informal and formal channels
Informal
Ombudsman Self-help/help of colleagues, friends, supervisors, Human Resource officers, focal points for women, Executive Office, etc.
Formal
Administrative review Joint Appeals Board Specialized resource procedures UN Administrative Tribunal
Early resolution Proactive/Preventive Win-win solution Before conflict escalation No administrative decisions are required No record keeping
Informal
Time consuming Reactive Judgments/decisions Win-lose solution After conflict occurrence
Administrative decisions required Record keeping
Formal
The role of the Ombudsman
As a facilitator of conflict resolution: by providing advice on resources available, informal mediation, informal fact finding, referral, etc. As agent for change (systemic issues): by making recommendations for change on policies and procedures
Working Principles
Confidentiality
Impartiality
Objectivity
Ombudsman
Independence Neutrality
Confidentiality
No record keeping; no reporting of individual cases; no disclosure of information about visitors (neither to confirm nor deny) (*)
No testifying about concerns brought to the Ombudsman’s attention
(*) Except with the express consent of the staff member concerned.
Access to the Ombusdman
All the staff members who work for the United Nations equally have direct access Irrespective of grade Irrespective of location Both international and national
Providing safe environment without fear of
retaliation
Steps to be taken
Making Appointment (by e-mail, tel. or visits)
Meeting with the Ombudsman (in person or by tel.)
Follow-up by staff
Follow-up by the Ombudsman (*)
(*) With the agreement of the staff member.
Case closed
What the Ombudsman does and doesn’t do
Does • Objective review • Equal & confidential treatment • Fact findings and inquiries (*) • Bring concerns to appropriate office (*) Doesn’t Disclose a person’s identify Keep records Make decisions Make policies Mandate actions Serve as an advocate Testify
• • • • • • •
(*) Only if the staff member agrees.
Overview of Operations (July 2002 – June 2004)
761 cases to date - received quick responses Access to the Ombudsman contributed to: Conflict resolution Withdrawal of some cases from formal system Peer Review (December 2003) Outreach activities and visits outside Headquarters PMSS Newsletter “Staff Matters” – disseminated information on the Ombudsman in the field Increased interaction with UN staff worldwide
Breakdown of cases by occupational category (2002/2003)
41% 39%
16%
2%
P & higher GS,T rade & Ot hers ( including R et irees/ F o rm er C raf t s, F S, R ef errals, UN Vs St af f Securit y & P o lice & C o nsult ant s)
2%
N at io nal St af f
Breakdown of issues (2003)
Promotion/Classification/Conversion Separation/Termination Entitlements Standards of Conduct Multi-issues Interpersonal Issues Conditions of service Referral 0% 5% 10% 15% 20% 25% 30% 35%
Distribution of cases (2003)
27%
35%
38%
Headquarters
Offices Away from HQ
Field Missions
Summary
The Ombudsman, acting independently and impartiality and respecting confidentiality:
provides staff at all levels in the Organization with an independent, voluntary and confidential process to facilitate the resolution of conflicts in the work place; advises staff members on problems or grievances relating to the terms and conditions of their employment, their working conditions and./or their relations with colleagues, with a view of enhancing the overall working environment; in cases of conflict or disagreement, assists the parties to reach a fair solution through informal fact-finding, informal mediation and discussion, and makes recommendations in order to bring about a resolution satisfactory to all concerned parties;
(cont’d)
creates work-place well-being by promoting crosscultural awareness and fostering values, ethical behavior, fairness, equity, acts as a resource for best practices in relation to the function of the Ombudsman, and facilitates the exchange of information and experience in this respect; develops and implements communication and outreach strategies to educate staff with respect to the role of the Ombudsman and the services offered; and advises the Secretary-General on issues and trends affecting staff and makes recommendations on preventive action and, as necessary, on changes in employment and working conditions, and outlines organizational changes that may be necessary.
Conclusions
Be encouraged to resolve conflict at early stage, at the lowest possible level Keys to conflict resolution are training and practice of improved communication skills Be advised of the role of the Ombudsman – facilitator of informal conflict resolution Be advised of equal access of those who works at the UN irrespective of level or grade of the staff member Call us if you need assistance and clarification
Office location: S-1800 Intranet web page:intranet.un.org/ombudsman Internet: www.un.org/ombudsman E-mail: ombudsman@un.org Telephone: (917) 367-5731 (Confidential voice mail) (Collect calls accepted) Facsimile: (917) 367- 4211 By post: P. O. Box 4136 Grand Central Station, New York, N.Y. 10163
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