The ABC approach is based around
three new reflective metaphors designed to help you think about where you are,
what works and what else you need to do to manage conflict at work
successfully.
·
Using Resolution Architecture™ - to design a
resolution-ready workplace.
- Introducing or enhancing Resolution Building Blocks ™ to increase
resolution capacity, introduce resolution efficiency measures and reduce
the cost of conflict
- Changing the Resolution Climate™ - moving from conflict reactive behaviour
and thinking to a conflict resolution culture
Over the next few months we will
be releasing some really useful guides using this approach.
Resolution Architecture
I’ve
developed this term to encourage reflection on the processes, structures,
systems, physical environment, social media that house, give context to and
condition individual, team and collective workplace conflict resolution
behaviours and thinking.
Like
architecture in general, resolution architecture sometimes works and sometimes
does not achieve its intended purpose. Resolution architecture is often an
accident of occurrence rather than design. Over time fashions change and
architecture is particularly prone to the influence of strong powerful people
and of fashion. Resolution architecture is the same.
For example
most grievance procedures give structure and context to conflict conversations
but they were designed in a time of deep industrial unrest with significant
mistrust between employer and employee. These processes need a new design, an
architectural update.
Architecture
is also about accommodating improvements in technology and it is important to
reflect on how on-line and e-communication can both encourage conflict and
assist in its resolution. I suggest you include that if you are redesigning up
to date resolution architecture.
Resolution Building Blocks
™
These are
the practical, substantive measures that can be introduced to create a
resolution capacity where there is none, or improve existing capability.
Without building blocks architecture becomes a fictional pursuit. They put the
substance into the concepts and ideas. In tough times spending is tight but be
reassured many resolution building blocks do not cost a fortune. Nor are they
for big organisations only. A wide range of effective models and tips will be
included in the Resolution Building Blocks section of the ABC Guide. For example
the ‘Talk-it-Out’ resolution and mediation model; the RESPECT
model of conflict coaching.
Resolution Climate™
Resolution Climate™ describes the more intangible
aspects of atmosphere, culture, habit and circumstance that conditions how we
feel and think about conflict at work. Unlike the weather Resolution Climate is
susceptible to control. In Section Four of the guide we will be looking at what
characteristics and values need to be developed to encourage a resolution
culture. Initial research suggests that there are some organisational
characteristics more conducive to mediation than others (1) such as how
‘democratic’ or ‘communitarian’ an organisation is.
You may
already have in place some of the ingredients conducive to a Resolution
Climate. We will be inviting you to share your experience of creating a conflict
resolution climate. Many organisations across a range of sectors are
starting to use mediation more and have some Resolution Architecture and
Building Blocks in place. The Army and Barnardo’s; Citi Bank and the Greater
London Authority; NHS Grampian and several private schools. At first glance
these organisations could not be more different in terms of sector, values and
purpose but they have all funded mediation.
One thing
they share is the ability to substantiate the business case for mediation and
raise resources. They also share some belief that win/win and not win/lose
resolutions have a value for working communities. The ability to engage
stakeholders, and building resolution awareness and commitment is also a key
ingredient these organisation share.
For more information start collecting the ‘ABC Guide to Workplace
Conflict Resolution’ available exclusively from People Resolutions Ltd –
released in four monthly guides by signing up at info@peopleresolutions.com
John Crawley
References
1)
Mediation: A
critical analysis of the changing nature of dispute resolution in the workplace
(BUIRA Conference June 28 2012) AJW Bennett
