Conflict resolution at Conflict resolution at the Workplacethe Workplace

Department of Public Information

United Nations OmbudsmanM. Patricia Durrant

28 July 2004

What is conflict ?What is conflict ?

“Any opposition or difference of wishes, needs, statements, arguments, actions or principles between two or more staff members, or between staff members and the Organization.” (ST/IC/2004/4 – Conflict resolution in the United Nations Secretariat)

The role of The role of staff members staff members in in conflict resolutionconflict resolution

Conflict resolution is a key competency

Deal with conflicts and grievances in a timely manner

Act in accordance with the Standards of Conduct for the international civil service

Costs of conflictsCosts of conflicts

Direct costs for handling formal cases

Hidden costs of conflicts

Health costsHealth costs

Low morale/productivityLow morale/productivity

Loss of skilled staffLoss of skilled staff

Wasted timeWasted time

Keys to preventing and Keys to preventing and resolving conflicts resolving conflicts

1. Training1. Training Induction training - need for access by everybody Conflict resolution training

OHRM training on conflict resolution, cultural diversity, etc. DPKO e-learning on conflict resolution, stress management, diversity, client focus, etc. (re. DPKO CTS Web Site)

2. Improved communications at the 2. Improved communications at the workplaceworkplace Put into practice what you learn at Put into practice what you learn at training courses training courses

Conflict resolution in UN - Conflict resolution in UN - Informal Informal and fand formal ormal

channelschannelsInformal

Ombudsman Self-help/help of

colleagues, friends, supervisors, Human Resource officers, focal points for women, Executive Office, etc.

Formal

Administrative review Joint Appeals Board Specialized resource

procedures UN Administrative

Tribunal

Informal Early resolution Proactive/Preventive Win-win solution Before conflict escalation No administrative

decisions are required

No record keeping

Formal Time consuming Reactive Judgments/decisions Win-lose solution After conflict

occurrence

Administrative decisions required

Record keeping

The role of the The role of the Ombudsman Ombudsman

As a facilitator of conflict As a facilitator of conflict resolutionresolution:: by providing advice on resources

available, informal mediation, informal fact finding, referral, etc.

As agent for change (systemicAs agent for change (systemic iissuesssues):): by making recommendations for

change on policies and procedures

Working PrinciplesWorking Principles

Impartiality

Independence Neutrality

Objectivity

Confidentiality

Ombudsman

ConfidentialityConfidentiality

No record keeping; no reporting of individual cases; no disclosure of information about visitors (neither to confirm nor deny) (*)

No testifying about concerns brought to the Ombudsman’s attention

(*)(*) Except with the express consent of the staff member concerned.

Access to the Ombusdman

All the staff members who work for the United Nations equally have direct access Irrespective of grade Irrespective of location Both international and national

Providing safe environment without fear of Providing safe environment without fear of retaliationretaliation

Making Appointment(by e-mail, tel. or visits)

Meeting with the Ombudsman(in person or by tel.)

Follow-upby staff

Follow-up bythe Ombudsman (*)

(*) With the agreement ofthe staff member.

Caseclosed

Steps to be taken

What the Ombudsman What the Ombudsman does and doesn’t dodoes and doesn’t do

Does• Objective review• Equal & confidential treatment• Fact findings and inquiries (*)• Bring concerns to appropriate office (*)(*) Only if the staff member agrees.

Doesn’t• Disclose a person’s identify• Keep records • Make decisions • Make policies• Mandate actions• Serve as an advocate• Testify

OOverview of Operations verview of Operations (July 2002 – June 2004) (July 2002 – June 2004)

761 cases to date - received quick responses Access to the Ombudsman contributed to:

Conflict resolution Withdrawal of some cases from formal

system Peer Review (December 2003) Outreach activities and visits outside

Headquarters PMSS Newsletter “Staff Matters” –

disseminated information on the Ombudsman in the field

Increased interaction with UN staff worldwide

Breakdown of cases by Breakdown of cases by occupational category occupational category

(2002/2003)(2002/2003)41%

39%

16%

2% 2%

P & higher GS,Trade &Crafts, FS,

Security & Police

Others (includingReferrals, UNVs& Consultants)

Retirees/FormerStaff

National Staff

Breakdown of issues Breakdown of issues (2003)(2003)

0% 5% 10% 15% 20% 25% 30% 35%

Referral

Conditions of service

Interpersonal Issues

Multi-issues

Standards of Conduct

Entitlements

Separation/Termination

Promotion/Classif ication/Conversion

Distribution of cases Distribution of cases (2003)(2003)

38%

27% 35%

Headquarters Offices Away from HQ Field Missions

SummarySummary The Ombudsman, acting independently and

impartialityand respecting confidentiality:

provides staff at all levels in the Organization with an independent, voluntary and confidential process to facilitate the resolution of conflicts in the work place;

advises staff members on problems or grievances relating to the terms and conditions of their employment, their working conditions and./or their relations with colleagues, with a view of enhancing the overall working environment;

in cases of conflict or disagreement, assists the parties to reach a fair solution through informal fact-finding, informal mediation and discussion, and makes recommendations in order to bring about a resolution satisfactory to all concerned parties;

(cont’d)(cont’d) creates work-place well-being by promoting

cross-cultural awareness and fostering values, ethical behavior, fairness, equity,

acts as a resource for best practices in relation to the function of the Ombudsman, and facilitates the exchange of information and experience in this respect;

develops and implements communication and outreach strategies to educate staff with respect to the role of the Ombudsman and the services offered; and

advises the Secretary-General on issues and trends affecting staff and makes recommendations on preventive action and, as necessary, on changes in employment and working conditions, and outlines organizational changes that may be necessary.

ConclusionsConclusions Be encouraged to resolve conflict at early

stage, at the lowest possible level Keys to conflict resolution are training and

practice of improved communication skills Be advised of the role of the Ombudsman –

facilitator of informal conflict resolution Be advised of equal access of those who

works at the UN irrespective of level or grade of the staff member

Call us if you need assistance and clarification

Contact InformationContact Information Office location: S-1800Intranet web

page:intranet.un.org/ombudsmanInternet: www.un.org/ombudsmanE-mail: ombudsman@un.orgTelephone: (917) 367-5731 (Confidential voice mail) (Collect calls accepted) Facsimile: (917) 367- 4211By post: P. O. Box 4136 Grand Central Station,

New York, N.Y. 10163