Phases and components of the design and implementation of an integrated conflict management system. This document explains why organizations should consider developing integrated conflict management systems and provides practical guidelines for designing and implementing such systems. The principles identified in this document can also be used to manage external conflict with customers, clients and the public. It is the committee's hope that these guidelines will provide guidance, encourage experimentation, and contribute to the evolving understanding of how best to design and implement these systems. Why Organizations are Developing Integrated Conflict Management Systems.
Organizations generally move through four phases in addressing conflict.
Organizations in the first phase have no defined institutional dispute resolution processes. These systems include both grievance processes and mediation, but go beyond them, introducing a systematic approach to preventing, managing, and resolving conflict. Moreover, many in the workplace are unwilling to use these procedures. These are the processes most employees are willing to use and are the processes most likely to prevent unnecessary disputes and to resolve conflict early and constructively. Second, while the more formal dispute resolution processes such as grievance procedures and mediation are necessary, they are insufficient because they usually address only the symptoms, not the sources of conflict.