Informal Conflict Management System — Questions and Answers

An informal conflict management system encourages employees to deal personally and directly with conflict as soon as it arises. Various options are made available to them for this purpose: consultation, conflict coaching, facilitated conversation, mediation and group conflict intervention. It offers an alternative to the more formal grievance and complaint processes. The goal of an informal conflict management system is to resolve any workplace conflict or issue at the lowest level and as quickly as possible, using an interest-based approach.

An informal approach tries to resolve conflict collaboratively, early and directly with the people involved in the conflict. It encourages them to probe below the surface of the problem and to gain a better understanding of one another’s needs, wishes and fears. By working with the Office of Informal Conflict Management, the people involved in the conflict can retain control of the outcome and are better able to find mutually satisfactory solutions.

A formal approach tries to resolve conflict through avenues such as filing a grievance or submitting a complaint. The outcome of the conflict is determined by an adjudicator, who assesses the situation and imposes a binding decision.

Conflict in the workplace is a fact of life.

It is often rooted in differing opinions, needs and expectations between individuals or groups. When employees with diverse backgrounds, values and perceptions are brought together within a workplace, it is no surprise to see conflict brewing between individuals.

Conflict can be positive when it generates new ideas and innovative solutions. Conflict becomes a problem when it is ignored or not properly addressed. Workplace conflict that is not addressed is like a bad weed - it spreads quickly and invasively until most if not all employees are negatively impacted by it.

Every person reacts differently in a conflict; however, it is normal for those involved to experience many emotions, including anger and hurt. When emotions are running high, it may be difficult to think clearly. In addition, some people may initially want to get revenge or to avoid the other person or persons in the conflict. People often need time to calm down and reflect on what has happened.

In an informal conflict management process, all parties are invited to sit down around a table and speak freely about the conflict, with a view to finding a solution to it that is acceptable to all concerned. It is therefore essential that everyone be fully committed and act in good faith.

The OICM and its access points can reduce employees’ reluctance by answering their questions and addressing their concerns.

Informal conflict management is a voluntary process. The other party may decide not to use it, and that decision must be respected. In such a case, you can still make use of some of the other options available from the OICM, such as conflict coaching and consultation.

No. The practitioner acts impartially, does not represent the interests of any of the parties, and does not have decision-making authority. It is up to the parties to work together to find simple and reasonable solutions to their conflict. The practitioner can only guide the conflicted parties.

Yes. Discussions with OICM staff are confidential and, except as required by law, will not be made public unless all parties agree to the disclosure of the content of discussions or documents, in whole or in part.

Yes. You should inform your manager or team leader if you have to be away from your workstation to meet with an OICM representative by telephone or in person. However, you are not required to disclose the reason for the meeting. And if you do need to submit a form to justify your time away from you workstation, you can fill the HRSDC FIN 2152 – Exception Reporting (FIN 2152.xfd) and indicate the project code associated with the use of OICM services (19003).

Where appropriate, you may also use a formal process, such as a grievance or a complaint. However, you should be aware of any legislated provisions and time limits for formal processes.

Yes. The OICM’s services may be used before a formal process begins, and at any time during a formal process; any time limits will continue to apply.

No. The services of the OICM are provided free of charge. Informal conflict management practitioners may even travel to assist you.