Designing a Dispute Resolution System

According to the Mediation Training Institute (MTI), exit interviews revealed that chronic, unresolved conflict is a decisive factor in 50% of all employee departures. Additionally, a study of practicing managers showed that 42% of their time was spent reaching agreement with others when conflict occurred (Watson and Hoffman). These two statistics alone reveal the cost of conflict to organizations in loss of personnel, productivity, and overall effectiveness.

How do organizations begin to address these costs? The answer can be found in designing a dispute resolution system. A well-designed system prevents, identifies and resolves conflict. It is comprehensive and provides earlier resolution of issues. It provides employees with multiple options and access points for conflict resolution.

There are seven steps to the design process as outlined by Mares-Dixon & Associates as follows:

Step I: Provide a proposal that defines the scope of work.
Step II: Form the design team and develop the plan.
Step III: Conduct a situational analysis and develop a diagnosis.
Step IV: Redesign an existing system or design a new system.
Step V: Develop support for the new system.
Step VI: Implement the new system.
Step VII: Operate and Evaluate the new system.

Although designing a dispute resolution system requires a commitment of time, energy and money it is well worth the long term benefits. The system empowers employees to resolve conflict on their own, and provides additional support and alternatives when they cannot.

Dr. Tony Picchioni, the Director of the Dispute Resolution Program at SMU once said, "Peace is not the absence of conflict. It is managed conflict. How well is your organization managing its conflict right now?