conflict resolution at the workplace department of public information united nations ombudsman m....
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Conflict resolution at Conflict resolution at the Workplacethe Workplace
Department of Public Information
United Nations OmbudsmanM. Patricia Durrant
28 July 2004
What is conflict ?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 The role of staff members staff members in in conflict resolutionconflict resolution
Conflict resolution is a key competency
Deal with conflicts and grievances in a timely manner
Act in accordance with the Standards of Conduct for the international civil service
Costs of conflictsCosts of conflicts
Direct costs for handling formal cases
Hidden costs of conflicts
Health costsHealth costs
Low morale/productivityLow morale/productivity
Loss of skilled staffLoss of skilled staff
Wasted timeWasted time
Keys to preventing and Keys to preventing and resolving conflicts resolving conflicts
1. Training1. 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 2. Improved communications at the workplaceworkplace Put into practice what you learn at Put into practice what you learn at training courses training courses
Conflict resolution in UN - Conflict resolution in UN - Informal Informal and fand formal ormal
channelschannelsInformal
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
Informal Early resolution Proactive/Preventive Win-win solution Before conflict escalation No administrative
decisions are required
No record keeping
Formal Time consuming Reactive Judgments/decisions Win-lose solution After conflict
occurrence
Administrative decisions required
Record keeping
The role of the The role of the Ombudsman Ombudsman
As a facilitator of conflict As a facilitator of conflict resolutionresolution:: by providing advice on resources
available, informal mediation, informal fact finding, referral, etc.
As agent for change (systemicAs agent for change (systemic iissuesssues):): by making recommendations for
change on policies and procedures
Working PrinciplesWorking Principles
Impartiality
Independence Neutrality
Objectivity
Confidentiality
Ombudsman
ConfidentialityConfidentiality
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 Providing safe environment without fear of retaliationretaliation
Making Appointment(by e-mail, tel. or visits)
Meeting with the Ombudsman(in person or by tel.)
Follow-upby staff
Follow-up bythe Ombudsman (*)
(*) With the agreement ofthe staff member.
Caseclosed
Steps to be taken
What the Ombudsman What the Ombudsman does and doesn’t dodoes and doesn’t do
Does• Objective review• Equal & confidential treatment• Fact findings and inquiries (*)• Bring concerns to appropriate office (*)(*) Only if the staff member agrees.
Doesn’t• Disclose a person’s identify• Keep records • Make decisions • Make policies• Mandate actions• Serve as an advocate• Testify
OOverview of Operations verview of Operations (July 2002 – June 2004) (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 Breakdown of cases by occupational category occupational category
(2002/2003)(2002/2003)41%
39%
16%
2% 2%
P & higher GS,Trade &Crafts, FS,
Security & Police
Others (includingReferrals, UNVs& Consultants)
Retirees/FormerStaff
National Staff
Breakdown of issues Breakdown of issues (2003)(2003)
0% 5% 10% 15% 20% 25% 30% 35%
Referral
Conditions of service
Interpersonal Issues
Multi-issues
Standards of Conduct
Entitlements
Separation/Termination
Promotion/Classif ication/Conversion
Distribution of cases Distribution of cases (2003)(2003)
38%
27% 35%
Headquarters Offices Away from HQ Field Missions
SummarySummary The Ombudsman, acting independently and
impartialityand 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)(cont’d) creates work-place well-being by promoting
cross-cultural 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.
ConclusionsConclusions 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
Contact InformationContact Information Office location: S-1800Intranet web
page:intranet.un.org/ombudsmanInternet: www.un.org/ombudsmanE-mail: [email protected]: (917) 367-5731 (Confidential voice mail) (Collect calls accepted) Facsimile: (917) 367- 4211By post: P. O. Box 4136 Grand Central Station,
New York, N.Y. 10163