A Retrospective: Eighteen Years of Managing Conflict in The University System of Georgia
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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
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In 2012, 35 institutions with:
• 290.000 students• 43,000 faculty & staff
In 1996, 34 institutions with:
• 205,000students• 40,000 faculty & staff
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Complaints and perceived injuries
1995Conflict
ManagementSystem
Informal unassistedresolution
Rights-based: Grievances, Litigation, Investigations
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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
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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
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University System of Georgia’s Conflict Management System Design
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FrameGoals of CMS
Adopt Policy
Develop &Implement
Stage I
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CMSD at the Institutional Level
Individual Institutions
•Liaison and CCRC•Educate and Train•Assess•Design•Implement•Evaluate and Improve
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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
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Complaints and perceived injuries
2013Conflict
ManagementSystem
Informal unassistedresolution
Interest-based: Mediations, Ombuds, Facilitation
Interest-based: System-levelinterventions
Rights-based: Grievances, Litigation, Investigations
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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
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FrameGoals of CMS
Adopt Policy
Develop &Implement
Institutionalize
Innovate
Sustain
Stage I
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“70% of organizational changes/innovations fail” *
* Warrick, D.D. , 2009.
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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
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Education and Training
Build and Use a Network of Experts and Champions
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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