A Retrospective: Eighteen Years of Managing Conflict in The University System

of Georgia

European Network of Ombuds in Higher EducationOxford, England

April 2013

Lin Inlow Consortium on Negotiation and Conflict Resolution College of Law Georgia State University Atlanta GA USA

In 2012, 35 institutions with:

• 290.000 students• 43,000 faculty & staff

In 1996, 34 institutions with:

• 205,000students• 40,000 faculty & staff

Complaints and perceived injuries

1995Conflict

ManagementSystem

Informal unassistedresolution

Rights-based: Grievances, Litigation, Investigations

PreventiveOpen door policy

Leadership

¯

¯Stakeholder committeesListening

Problem Solving

Referral to other resources

Team building

FacilitatedFact-FindingFact-finding Advisory

Neutral evaluationPeer reviewsNon-bindingarbitration Security/Police

LitigationGrievanceAppeals

Med/AbrFinal OfferArbitration

RightsN

o ou

tcom

epr

edic

tion

Outc

ome

pred

ictio

n

Partnerships

Interests

Investigations

CMS

Establish system-wide conflict resolution program

Decrease reliance on adversarial processes

Resolve conflict at lowest level Improve institutional environment Lead development of ADR in higher

education

The Initiative and Policy Directive on CR Board of Regents Establish Goals

Board of Regents• Get Ready• Adopt Policy

University System of Georgia’s Conflict Management System Design

FrameGoals of CMS

Adopt Policy

Develop &Implement

Stage I

CMSD at the Institutional Level

Individual Institutions

•Liaison and CCRC•Educate and Train•Assess•Design•Implement•Evaluate and Improve

Guiding PrinciplesWalk the TalkNo Two CMS are AlikeUsers Should Design ItBuild and Use a Network of Experts and ChampionsExperiment and Be CreativeKey Decision-Makers Should Be on BoardCommit the Necessary ResourcesLook Before You LeapBe Realistic, Be PatientReview and Improve

Complaints and perceived injuries

2013Conflict

ManagementSystem

Informal unassistedresolution

Interest-based: Mediations, Ombuds, Facilitation

Interest-based: System-levelinterventions

Rights-based: Grievances, Litigation, Investigations

PreventiveOpen door policy¯Interest based

trainingLeadership¯Education/communication

Ombudsperson

¯Stakeholder committeesListening

Problem SolvingInterest based negotiationInterest based advocacy

Conciliation

Reframing issues & Developing options

Referral to other resources

Team building

Facilitated

MediationFacilitation

Shuttle diplomacyCoaching

Fact-FindingFact-finding Advisory

Neutral evaluationPeer reviewsNon-bindingarbitration Security/Police

LitigationGrievanceAppeals

Med/AbrFinal OfferArbitration

RightsN

o ou

tcom

epr

edic

tion

Outc

ome

pred

ictio

n

Partnerships

Investigations

PreventiveOpen door policy¯Interest based

training

¯Education/communicationOmbudsperson

¯Stakeholder committeesListening

Problem SolvingInterest based negotiationInterest based advocacy

Conciliation

Reframing issues & Developing options

Referral to other resources

Team building

Facilitated

MediationFacilitation

Shuttle diplomacy

Coaching

Partnerships

Interests

CMS

FrameGoals of CMS

Adopt Policy

Develop &Implement

Institutionalize

Innovate

Sustain

Stage I

“70% of organizational changes/innovations fail” *

* Warrick, D.D. , 2009.

FrameGoals of CMS

Adopt Policy

Develop &Implement

Institutionalize

Innovate

Sustain

Stage I

Build Capacity

Cultivate Champions

Collaborate

Coordinate

AchieveCMS Goals

Comprehensive CMS Design*

* Inlow, 2013

Education and Training

Build and Use a Network of Experts and Champions

10 – 14 June, 20131313thth Summer Institute on Conflict Management in HE 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