Identify five possible sources of conflict within your current organisation and use the policy and procedures to develop strategies to resolve conflict if it was to arise.
The organization is Neighbourhood Houses in Tasmania (NHT) which is the peak body for community centers all over Tasmania, Australia. (Neighbourhood Houses in Tasmania, 2013)
Poor goal setting, where participants in activities are led into conflict on what these goals should be
Poor management practices, where leaders fail to play their roles and members fall into conflict over violations and misunderstandings
Poor working conditions, unrealistic workloads and demands will put stress in people and conflict can easily break up among themselves
Interpersonal conflict is due to clash of personalities and which are personal in nature
Tolerance of discriminatory behavior is a quick cause of emotional conflict.
Strategies to Resolve Conflict
Request Resolution in Writing
Policy Statement
A policy statement says “A person requesting formal conflict and grievance resolution must do so in writing in the manner designated in this policy. A person must be offered independent support to put things in writing if they require it.”
Strategy
NHT can prepare standard forms which are simple and intuitive so people will not feel burdened. In the process of writing, there can be a counselor on hand who can guide and advise on how to fill up properly the forms. The counselor will look into clarity and understandability of contents so it can facilitate eventual discussion.
Informal Conflict Resolution
Procedure Statement
Step 1. The person/s with a concern is encouraged to raise concerns with those involved at the first sign of an issue developing. In other words, sit down and talk about the issue sooner rather than later.
Step 2. At this meeting, aim to:
Be accepting that the other party’s view of the situation may be different. At this stage, simply seek agreement that there is a problem and what the nature of the problem is, not agreement with the other party’s view
Listen actively to each other’s point of view, allowing time for each person to have their say. It is very important to stay calm during this process and concentrate on issues.
Make a commitment to working it out. Agree on a timeframe and a course of action.
Step 3. If it helps, working together, write down the issues to assist with separating behaviours and issues from the emotions involved. Ask questions like, “What are the facts or behaviours involved? How do they make me feel? What would I like the outcome to be?”
Strategy
Managers and staff can preempt burgeoning conflict situations from worsening. At the earliest notice, conflicting parties can be carefully approached and be given a chance to air out issues. They will be encouraged to an informal meeting which will be guided and overseen by impartial trained staff. The proceedings will be conducted informally and as pleasant as possible in the choice of surroundings, beverages and snacks. The staff is tasked to keep the interaction civil and pleasant.
Procedure Statement
Step 6.If Step 5 does not lead to a resolution or requires further action, the Grievance Officer will investigate the circumstances and details of the notification and consult with all relevant parties. Meetings held to investigate or resolve a complaint will only be open to the parties and the Grievance Officer, though the parties may have an advocate or supporter present. Meetings may be with the parties individually, together or both. To encourage openness, no legal representation will be permitted. For the same reason, minutes or written records of what is said during meetings will not be taken, but agreed outcomes of the meetings or any resulting agreement will be documented and signed and dated by all the parties.
Strategy
A request for formal resolution and head-to-head meetings can be a direct and unpleasant experience. The Grievance Officer must appear to be confident and impartial for both parties to trust the process. He will use the individual meetings to discover all possible details of the issue. He will only call for joint meeting if he is absolutely sure of the facts and circumstances from both sides. With complete and accurate facts at hand, there would be much less room to argue and a solution can be more reachable.
Reference
Neighbourhood Houses in Tasmania.(2013 August). Conflict and Grievance Resolution Information Handbook. Retrieved July 22, 2016 from http://nht.org.au/wp-content/uploads/2015/01/ConflictandGrievanceResolutionInformationHandbook.docx
