Controlling the Costs of Conflict: How to Design a System for Your Organization

Introduction.

The Hidden Culprit of High Costs: Weak Systems.

First Principle: Acknowledge Four Ways to Resolve Conflict.

Defining Four Options.

Weighing Costs and Risks of Each Method.

Choosing an Approach to Conflict Management.

The Preferred Path for Cost Control.

Second Principle: Create Options for Prevention and EarlyIntervention.

A Template for All Organizations.

Applying the Template: Real Stories.

Third Principle: Build Collaborative Strength Through SevenCheckpoints.

Seven Checkpoints.

Clarify Policy.

Define Roles and Responsibilities.

Revise Documents.

Establish Selection Criteria.

Provide Education and Training.
Strengthen Support Systems.

Evaluate the System.

Fourth Principle: Use the Mediation Model to Build Cosensus AmongDecision Makers and Users.

Assumptions About Change.

Phase One: Draft a Blueprint.

Phase Two: Implement the Plan.

Phase Three: Review the System Annually.

Conclusion.

Conclusion: A Vision for Your Organization.

Resource A: Glossary.

Resource B: Ombudsman Code of Ethics and Standard Practices.

Resource C: Skills Courses.