Transcript Slide 1
A Retrospective: Eighteen Years of Managing Conflict in The University System of Georgia European Network of Ombuds in Higher Education Oxford, England April 2013 Lin Inlow Consortium on Negotiation and Conflict Resolution College of Law Georgia State University Atlanta GA USA In 1996, 34 institutions with: • 205,000students • 40,000 faculty & staff In 2012, 35 institutions with: • 290.000 students • 43,000 faculty & staff Complaints and perceived injuries 1995 Conflict Management System Informal unassisted resolution Rights-based: Grievances, Litigation, Investigations ¯ CMS Facilitated Problem Solving Fact-Finding Fact-finding Investigations Preventive Open door policy Leadership Team building Referral to other resources Advisory Neutral evaluation Peer reviews Non-binding Security/Police arbitration Litigation Grievance Appeals Med/Abr Final Offer Arbitration ¯ ¯ Partnerships Listening ¯ Stakeholder committees ¯ Interests Rights The Initiative and Policy Directive on CR Board of Regents Establish Goals Establish system-wide conflict resolution program Board of Decrease reliance on adversarial processes Regents Resolve conflict at lowest level • Get Ready Improve institutional environment • Adopt Policy Lead development of ADR in higher education University System of Georgia’s Conflict Management System Design Board of Regents • Get Ready •Adopt Policy Chancellor’s Office •Provide education, training & support •Assemble panel of system-wide mediators •Compile assessment data •Use ADR in contracts Advisory Committee •Develop educational program for institutions •Recommend comprehensive system-wide plan •Advise Chancellor’s Office on implementation CNCR •Educate & Train •Consult •Administer System-wide Mediation Program Individual Institutions •Liaison and CCRC •Educate and Train •Assess •Design •Implement •Evaluate and Improve Stage I Stage VI Stage V Develop & Implement Stage IV Adopt Policy Frame Goals of CMS Stage II Stage III CMSD at the Institutional Level Appoint Liaison & CCRC Evaluate & Improve Implement Individual Institutions •Liaison and CCRC •Educate and Train •Assess •Design •Implement •Evaluate and Improve Recommend Design Educate & Train Assess Guiding Principles Walk the Talk No Two CMS are Alike Users Should Design It Build and Use a Network of Experts and Champions Experiment and Be Creative Key Decision-Makers Should Be on Board Commit the Necessary Resources Look Before You Leap Be Realistic, Be Patient Review and Improve Complaints and perceived injuries 2013 Conflict Management System Informal unassisted resolution Interest-based: Mediations, Ombuds, Facilitation Interest-based: System-level interventions Rights-based: Grievances, Litigation, Investigations CMS Problem Solving Problem Solving Interest based negotiation Interest based negotiation Interest based advocacy Interest based advocacy Conciliation Preventive Conciliation Preventive Team building Open door policy Team building Open door policy Reframing issues & ¯ Interest based Reframing & Developingissues options Interest based ¯ training Developing options Referral to other resources training Referral to other resources ¯ Leadership ¯ Education/communication ¯ Education/communication ¯ Ombudsperson ¯ Ombudsperson ¯ Partnerships ¯ Partnerships ¯ Listening ¯ Listening ¯ Stakeholder committees ¯ Stakeholder committees Interests Facilitated Facilitated Fact-Finding Fact-finding Mediation Mediation Investigations Facilitation Facilitation Shuttle diplomacy Shuttle diplomacy Coaching Coaching Advisory Neutral evaluation Peer reviews Non-binding Security/Police arbitration Litigation Med/Abr Grievance Final Offer Appeals Arbitration Rights Stage I Stage VI Stage V Develop & Implement Stage II Institutionalize Innovate Stage III Stage IV Sustain Adopt Policy Frame Goals of CMS “70% of organizational changes/innovations fail” * * Warrick, D.D. , 2009. Comprehensive CMS Design* Stage I Stage VI Stage V Develop & Implement Stage II Innovate Institutionalize Stage III Achieve CMS Goals Stage IV Sustain Adopt Policy Build Capacity Frame Goals of CMS * Inlow, 2013 Collaborate Cultivate Champions Coordinate Build and Use a Network of Experts and Champions Education and Training 10 – 14 June, 2013 13th Summer Institute on Conflict Management in HE Basic Mediation You + Me = Three: How Intentional Collaboration Leads to Innovation Advanced Mediation Building, Restoring, and Sustaining Trust in the Workplace