Effective conflict resolution essential to manage the risk of failure in strategic partnerships

Recent research - Organising HR for partnering success -–from the CIPD indicates that ‘the number of strategic partnerships (including joint ventures, outsourcing, strategic alliances, and public-private sector commissioning models) is increasing, yet the failure rate of these arrangements is between 60% and 70%¹.  Unsuccessful partnerships waste time and damage relationships, and ultimately therefore do not serve customers.’ 

 Dr. Jill Miller, CIPD research adviser and co-author of the research, said: "In partnering arrangements, HR finds itself not only responsible for the design and delivery of the people agenda in their own organisation, but also across the partnering network.’
"Managers' roles also become more intricate in partnering arrangements, often managing teams which include those who report directly to them as well as people employed by a partner organisation.’ 

Professor Paul Sparrow, the Director of the Centre for Performance-led HR and Professor of International Human Resource Management at Lancaster University Management School, acknowledges the risks of strategic partnership and emphasises the need for effective conflict resolution:
"The risks can be planned for much better - we have to think about the best ways to ensure co-ordination, communication, control, and capability across all the partners - and that means dealing with conflict and cultural problems."

We recommend that HR takes the lead in this vital role designing and implementing a conflict resolution strategy across all the partnership. Conflict in strategic partnerships is normal as complexity, diversity and cultural differences can put pressure on working relationships, communication and ultimately performance.

PRL’s ABC model of workplace conflict resolution (Designing Resolution Architecture and putting in place Resolution Building Blocks to encourage a conflict Resolution Climate) helps HR think and act in a structured way about conflict across strategic partnerships. Here are some steps to consider:

1) Think about the types of conversation and working relationships you need across the partnership and design in Resolution Architecture (policies, guidance and strategies emphasizing commitment to early, effective, efficient conflict resolution):
2) Vision and consolidate common ground and build commitment to collaborative, creative, constructive conflict resolution across diverse organizations and stakeholders
3) Consider what Resolution Building Blocks are already in place across the partnership (conflict resolution trained managers; mediation capacity; access to independent conflict facilitators / coaches; an effective and efficient approach for the investigation and adjudication of formal grievances). Identify gaps, pooling opportunities, increase resolution capacity, introduce resolution efficiency measures and audit and reduce the cost of conflict.
4) Aim to reduce risk and maximise the benefits of diversity by moving away from reactive or avoidance-based approaches to conflict across strategic partnerships. Build and maintain commitment to developing a conflict Resolution Climate which has a number of benefits to strategic partnerships:

·         Appropriately managed conflict produces win/win solutions, builds confidence and trust and enables issues to be raised and solved

·         Time is saved through early effective resolution and people can get back to work rather than being distracted / stressed by conflict

·         Understanding across cultural differences is encouraged and will strengthen working relationships

·         Fewer strategic partnerships will fail as an effective conflict resolution strategy will contribute assist significantly to the management of people risk.

For more on working with conflict across strategic partnerships contact John Crawley at john.crawley@peopleresolutions.com. Download the ABC guide here. 

John Crawley 

Does justice always have to mean ‘punishment’?

Home Secretary Yvette Taylor recently expressed horror (1) when hearing that community resolution was applied in 10,160 incidents of "serious violence" - about 12 times the figure for five years ago. She described the figures as ‘very serious’ and that this it is ‘letting people off.’ She added "That's bad for justice, bad for victims and goes against all the evidence."

Community Resolution is a well established victim-led resolution technique, in many cases including a mediation-style ‘restorative’ dialogue.  Yvette Taylor’s comments are understandable but fill me with dismay as they focus on the potentially negative aspects of a mediation-style resolution process which generally has well-evidenced success.

Association of Chief Police Officer's representative Assistant Chief Constable Garry Shewan speaks positively about how community resolution “will be victim-led and above all reflect their views and wishes." Closure for many victims is an important part of justice. Just like mediation, people who may be responsible for bad behavior also get the chance to move on.

ACC Shewan continues "Going through a restorative justice meeting has also been proven to have more impact on an offender than a prison sentence or a court punishment alone, as they see the consequences of their actions and so want to make changes in their future behaviour."

Mediation in the workplace is also uniquely win/win. It challenges conventional views of justice and often generates strong negative reactions. On other hand those who try mediation very soon see its benefits.

There is good learning here for organisations that are thinking of using a workplace mediator or setting up an in-house mediation service.

1.   Do not push people into mediation – it must be their choice

2.   Mount a campaign to promote the many benefits of mediation alongside the risks.

3.   Do not use mediation in cases where it would send out the wrong message and where a more formal, disciplinary approach might be more suitable.

4.   Make sure you are really thorough in measuring the cost of conflict and the subsequent cost benefits of mediation when used appropriately.

5.   Be persistent and resilient as mediation is always put under much more scrutiny than other more legalistic, formal approaches.

So what have you done in your organisation to overcome negative views of mediation?

John Crawley

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[1] http://www.bbc.co.uk/news/uk-22346971

Successful mediations start with the right HR mindset. When was the last time you checked yours?

When conflict boils over in the workplace, it is tempting to quickly bring the parties together and point them towards a resolution. You can see how they need to work it out, ‘It is just a matter of telling them, right?’

No, not really. A more sensitive approach, based on our current knowledge of interpersonal relationships, usually gets better results which are more relevant to the individuals, and longer lasting.

Time and again, we come across well-meaning, but perhaps ill-advised, colleagues confusing informal HR meetings with mediation in its most valuable and effective form.
 Perhaps it is time for HR professionals and line managers to gain a better understanding of what mediation is, what it can do, when it should be used, and whom is best placed to mediate competently and without bias. After all, the way mediation is introduced into your organisation will shape the way it is embraced and embedded in your culture.

Once the relevant line or HR manager has learned of a conflict situation at work, they will probably want to sit down with each party to gain a fuller picture of the situation. There is much to be gained from these conversations, and one possible outcome may be to propose a mediation.

Problems occur when the meeting turns into the beginnings of a mediation of sorts, before the parties have been duly prepared and have an understanding of what is involved. There is also a risk that, in this context, there is a lack of complete impartiality and that professional mediation practice models are not being followed. This poses a significant risk to the credibility of the process and the way the parties are being supported.

Here are some of what we believe to be the core objectives of an initial needs assessment:

- Gain overview of concerns

- Establish the history of the issue/s to date and the people involved

- Understand what the parties are looking to achieve 
All of the above can, with the consent of the parties, feed usefully into a mediator's background knowledge of the situation, if indeed mediation is the most appropriate next step. 

People Resolutions provides independent conflict resolution services, including workplace investigations and mediation. If you’d like to talk through any situation, please don’t hesitate to give us a call on 01908 488 828, at no obligation.

Collaboration during the recession

It's well understood that the way in which employees work together can make or break an organisation.  A collaborative culture – where staff actively draw upon others' respective skills, positive communication is encouraged and conflict eschewed – is one that all businesses strive to foster given the advantages it brings.

The reality, however, is that even the most collaborative of organisations are finding it almost impossible to maintain this kind of healthy culture in the midst of a recession. Which, for at least the time being, is here to stay.

So how does the current recession effect collaboration within an organisation?  The main breaking point is the stress that it creates for employees.  Sales may be harder to come by whilst organisational costs sky-rocket due to the increased costs of fuel and other commodities.  In short the pressure is mounting and it sits firmly on shoulders of those who should be leading collaboration efforts – management.

As a result, it’s hardly surprising that any focus on collaboration pales in comparison to the need to generate sufficient cashflow to secure the survival of the organisation. On the flip side, neglecting to nurture an engaged, motivated workforce will generate its own financial drains, whether it be through increased conflict to deal with (the more formal the more costly), high turnover and absence, low productivity, and loss of key talent, to name just a few.

Our advice?  By all means focus on improving and maintaining the business figures, but remember that your workforce is a key part of your business and ultimately its survival through the recession. So get everyone working collaboratively in the direction of your business objectives.

The People Resolution Mission for 2012

At an estimated annual cost to the UK economy of £30bn, for many it will be hardly surprising to hear that workplace conflict is increasing. Constant change, budget cuts, ongoing restructuring and the daily pressure of asking people to 'do more for less' is taking its toll. This all points to the need for a more collaborative, effective workplace culture.

Therefore, People Resolutions has made it our mission to help organisations move from conflict affliction to collaborative performance.

Whilst there is some research already out there about collaboration, there doesn’t seem to be one uniformed, agreed definition. Over our 11 years of working in this field with many organisations, we have developed our own definition:

“Collaboration is a workplace culture where employees across different disciplines and roles are able work together co-operatively in a converged manner towards the organisation's objectives. Through our experience, we have found that a number of organisational factors influence collaboration, and when missing, an organisation can suffer from conflict in addition to many other undesirable symptoms including high turnover, significant absence relating to work stress, competitive culture, silo working, resentment and low engagement.”

To ensure we are building cutting-edge consultancy tools to help move organisations to a collaborative culture, we are working in conjunction with Coventry University on a year-long project to measure the positive impact of this behaviour on business success.

We, of course, are not saying that there can be only one definition of collaboration and we understand that this may mean something slightly different for each organisation. Ultimately we believe in the importance of working with companies, firstly to understand where they sit on the "conflict to collaboration scale" and secondly to understand where they want to get to.

With that in mind, we would love to hear what collaboration means for you. Let us know your definition....