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CONFLICT MANAGEMENT
A look at the benefits, the risks and how to use this function properly
Workplace conflict can be costly. It can have a negative impact on workplace culture and productivity and - if left to fester-can result in unplanned legal costs. As such, addressing workplace conflict expeditiously and internally can save an organization both time and money, and restore the workplace in an efficient and effective manner.
One of the mechanisms for internal conflict resolution has been an ombudsman. This is a person (or office) who oversees or assists with the investigation and resolution of workplace complaints. They are, however, different than HR or equity/fairness officers, and the common functions of an ombudsman are to serve as a dispute resolution office, a prevention mechanism and an agent of change within an organization.
The ombudsman is not a representative of the complainant, the respondent or the organization. In this way, the ombudsman is an independent party tasked with addressing a complaint. They are neutral and impartial decision-makers and their process is confidential.
According to the Forum of Canadian Ombudsman, depending on the nature of the role, an ombudsman may:
* use mediation, negotiation and other informal and alternative dispute resolution tools
* use inquiries, investigations, reviews and recommendations to address individual and systemic issues
* advise, refer and provide information to resolve complaints
* explore trends and patterns to identify issues and affect change.
Why have an ombudsman?
There are a number of...