Conflict Resolution Policy – Group Orange

 
Purpose
Problems, misunderstandings and frustrations may arise in the process of Orange Group
creating a Sustainability Action Plan. It is Orange Group’s intent to be responsive to its
members and their concerns. Therefore, a group member who is confronted with a problem
may use the procedure described below to resolve or clarify their concerns.
The purpose of this policy is to provide a quick, effective and consistently applied method for
a group member to present their concerns to other group members and have those concerns
resolved.
There are two suggested approaches for resolving the conflict:

Option 1 - Direct approach

Team member/s approach the other team member/s directly and raise their concerns.

Option 2 - Mediation
Group members have the option to engage a mediator to help resolve their conflict
should they not wish to attempt the direct approach of Option 1.
One group member will be assigned the role of primary mediator, and will be engaged
if a group member wishes to pursue mediation.  Two backup mediators will also be assigned
should the primary mediator be the subject of conflict resolution, thus ensuring that all group
members will have the opportunity to have a neutral mediator throughout the process.  The
persons nominated for these roles are done so and approved with consensus from the group,
and are listed in the ‘Roles and Responsibilities’ section of the ‘Rules and Procedures’
document.
** It should be noted that if conflict is deemed to be of a serious nature or constitutes
harassment or aggressive behaviour, the mediation process will automatically be triggered,
and the group member experiencing the conflict/harassment will contact a mediator directly
to start the process.  A mediator can be chosen from other group members at the request of
the individual experiencing the conflict.  If a chosen mediator cannot conduct the role of
mediator, the individual seeks another mediator.

Option 1 Direct approach procedure:

If a group member approaches another member directly, the following procedure should be
followed.
Step 1 - Raise the issue:
Initially, group members should bring their concerns or complaints forward.  The group
member should contact the person who they are experiencing conflict with directly within 24
hours to discuss the problem that gave rise to their conflict.
The affected group member should respond in writing to the complaint (via MS Teams direct
message or email) that they acknowledge the request for discussion.

Step 2 - Facilitate discussion / asking questions to help resolve the conflict:

When dealing with a conflict between one group member and another/others, the focus is on
resolving the conflict and improving the situation. Group members who experience conflicts
are advised to follow the set of guiding questions below.
 What would you like to see happen? What does that look like for you? 

Ask these questions one right after another so your colleague can describe what they
do want, versus what they don’t want. They may ask for respect, but until they
describe what respectful behaviour looks like to them, you won’t know how to deliver
on their request. Changing your behaviour to match your definition of respect may
not be what they’re looking for.

 What would it take for us to be able to move forward? How do we get there? 

These questions help a group member to describe specific steps that may include an
apology or a better understanding of their perspective before they can move on.

 Are you willing to share the impact this has had on you? Are you willing to hear
my perspective? 

Asking about a conflict’s impact moves the discussion from surface details to a
working relationship level. Your colleague will appreciate your interest in them and
may be more open to hearing your perspective as well. The goal is for both of you to
understand the effects of actions, assumptions, and language choices.

 What ideas do you have that would meet both our needs? 

The key part of this question is “both our needs.” It puts the onus for solution on both
of you and shows that you’re interested in creating a remedy that isn’t just about you.

 Can you tell me more about that? 

This question helps you avoid the “why” questions, which can lead to defensiveness.
Show a curiosity to hear more so a group member can share their perspective without
feeling like they’re on trial or they don’t misinterpret a “why” question as being
disrespectful.

 What about this situation is most troubling to you? What’s most important to
you? 

Either way you ask it, this question helps you pinpoint what the real issues are (and
they’re almost always based on a core value being dismissed, disregarded, or
trampled on).

 
Step 3 - Document the agreement:
Once the participants have reached common ground and/or a solution, an agreement should
be noted, either formally or informally. 

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Option 2 Mediation/Escalation Procedure:

In the event of mediation or an event that is deemed to require escalation, the following
procedure should be followed.
 
1. Establish the Ground Rules and arrange meetings
 
The mediator should meet with each participant separately, to outline what they can expect
from the process. Make sure that they are both willing to participate.
 
Agree to some ground rules for the next stage of the process. These might include asking
each person to come prepared with some solutions or ideas, listening with an open mind, and
avoiding interruptions.
 
The mediation process and topics discussed are to remain confidential from the other group
members, unless both parties agree and are comfortable for the topics to be shared at the
conclusion of the process.
 
 
2. Explore the Issues Together
 
After allowing both sides to meet 1-1 with the mediator, arrange a joint meeting. Open the
session on a positive note, thanking them for being open to resolving the conflict. The
mediator should remind all participants of the ground rules, summarize the situation, and then
set out the main areas of agreement and disagreement.
 
The mediator will explore every issue in turn, and encourage the participants to express how
they feel to one another. Make sure that they have equal time to talk, and that they can
express themselves fully and without interruption.  The goal is to bring them back together
again!
 
3. Negotiate and Compromise
Once both sides have given their views, the mediator should shift their attention from the past
to the future.
 
Go over the points that were raised in the meetings, and try to identify areas where they have
at least some shared opinions. Resolve these issues first, as a “quick win” will help to build
positive momentum, and bolster both sides' confidence that a workable solution can be found.
 
Ask participants to brainstorm  solutions and encourage a win-win negotiation to ensure they
reach a solution that they're happy with.
 
4. Create a Written Agreement
The mediator should take summary notes of the meetings and once the participants have
reached a solution, write that up as a formal agreement. Make sure that the agreement is easy
to understand and that actions are SMART - (Specific, Measurable, Achievable, Relevant,
and Time-bound).

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Adapted from: https://www.shrm.org/resourcesandtools/tools-and-

samples/policies/pages/cms_000517.aspx
 
And
https://www.dummies.com/business/human-resources/employee-relations/conflict-resolution-
at-work-for-dummies-cheat-sheet/
 
And 
https://www.mindtools.com/pages/article/mediation.htm