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Citi UK Establishing a Successful Mediation Initiative in a Resistant Culture  Jill Cuthbert  November 2008
Agenda <ul><li>Citi today </li></ul><ul><li>The background </li></ul><ul><li>Mediation as an alternative </li></ul><ul><li...
Citi Today TravelersGroup 8,000  27,000  68,000  94,000  162,000 350,000 A Member of TravelersGroup 3
Why We Had a Need for an Alternative Dispute Process? <ul><li>Complex business, highly skilled/educated individuals with s...
What is Mediation at Citi? <ul><li>An impartial third party facilitates a series of private and joint meetings with the in...
Why We Chose Mediation? <ul><li>Relationships that have taken months/years to build up can be spoiled </li></ul><ul><li>Ot...
When Do We Use Mediation? <ul><li>Mediation is particularly suited when: </li></ul><ul><li>both parties are willing and ab...
How does Interactive Mediation Work in Citi? <ul><li>Initial Pilot </li></ul><ul><ul><li>6-month initial pilot scheme in o...
How does Interactive Mediation Work in Citi Cont’d? <ul><li>Phase 2 roll out (Oct 08 – Jan 09) </li></ul><ul><ul><li>12 mo...
How does Interactive Mediation Work in Citi? (Cont’d) <ul><li>Co-ordination </li></ul><ul><ul><li>Use of Co-Mediators for ...
Benefits of Mediation to Citi <ul><li>Has cut the cost of conflict – 75% of cases referred have been successfully mediated...
Challenges We Are Working Through…. <ul><li>New concept and process for most employees – overcoming scepticism </li></ul><...
Why We Need Mediation More Than Ever? <ul><li>Turbulent times within the economy / financial sector  </li></ul><ul><li>Inc...
What we have learned so far <ul><li>Clearly defined and communicated grievance and mediation procedures </li></ul><ul><li>...
Some Feedback….. <ul><li>“ The process was invaluable for me, I can now move on and concentrate on my future with Citi, ra...
Any Questions?
[TRADEMARK SIGNOFF:  add the appropriate signoff for the relevant legal vehicle] © 2008 Citigroup Global Markets Inc.  Mem...
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Workshop B: Jill Cuthbert, Citi

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Presentation by Jill Cuthbert, Senior Employee Relations Specialist, Citi (formerly Citibank) at CMP's 'Aiming for excellence' conference, 5 December 2008, London.

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Transcript of "Workshop B: Jill Cuthbert, Citi"

  1. 1. Citi UK Establishing a Successful Mediation Initiative in a Resistant Culture Jill Cuthbert November 2008
  2. 2. Agenda <ul><li>Citi today </li></ul><ul><li>The background </li></ul><ul><li>Mediation as an alternative </li></ul><ul><li>What is Mediation at Citi? </li></ul><ul><li>Why use Mediation? </li></ul><ul><li>When do we use Mediation? </li></ul><ul><li>How does interactive Mediation work in Citi? </li></ul><ul><li>Benefits of workplace Mediation </li></ul><ul><li>Challenges of introducing a Mediation scheme </li></ul><ul><li>Key elements of a holistic approach to Mediation at Citi </li></ul>1
  3. 3. Citi Today TravelersGroup 8,000 27,000 68,000 94,000 162,000 350,000 A Member of TravelersGroup 3
  4. 4. Why We Had a Need for an Alternative Dispute Process? <ul><li>Complex business, highly skilled/educated individuals with salaries to match – horrendous dispute resolution costs </li></ul><ul><li>Since the October 2004 statutory dismissal and grievance procedures introduced we found:- </li></ul><ul><ul><li>Increasing use of HR and Legal other specialists to handle growing case load </li></ul></ul><ul><ul><li>Volume and complexity of grievances risen dramatically year on year up 20% since 2004 </li></ul></ul><ul><ul><li>Increasing use of the appeal mechanism against decisions - average grievance open for 6 months </li></ul></ul><ul><ul><li>employees tend to make use of external legal advice </li></ul></ul><ul><ul><li>Managers becoming more cautious about saying or doing the wrong thing </li></ul></ul><ul><ul><li>Significant increase in legal bills as settlements become more costly </li></ul></ul>4
  5. 5. What is Mediation at Citi? <ul><li>An impartial third party facilitates a series of private and joint meetings with the individuals to identify a mutually acceptable and appropriate solution </li></ul><ul><li>Individuals both work with the mediator/s to resolve the conflict rather than focusing on the rights and wrongs </li></ul><ul><li>A collaborative way of resolving conflict </li></ul><ul><li>Individuals are held accountable for their own actions </li></ul><ul><li>A structured but informal process that helps repair relationships, communication and resolve disputes </li></ul><ul><li>Future focused – aim to get parties agree on how going to work together going forward </li></ul>5
  6. 6. Why We Chose Mediation? <ul><li>Relationships that have taken months/years to build up can be spoiled </li></ul><ul><li>Other employees can get drawn into the conflict – mediation ensures kept to those immediately involved </li></ul><ul><li>Formal grievance/disciplinary processes can take over the situation, leaving those in dispute feeling side-lined or disempowered </li></ul><ul><li>The time and effort of managers, HR and Legal all gets consumed by their efforts to resolve a dispute and focus taken away from the business </li></ul><ul><li>Although the situation may eventually get addressed formally, the most important equation, the people’s working relationship, remains damaged </li></ul>6
  7. 7. When Do We Use Mediation? <ul><li>Mediation is particularly suited when: </li></ul><ul><li>both parties are willing and able </li></ul><ul><li>issues/solutions are within their control </li></ul><ul><li>a future relationship is at stake </li></ul><ul><li>people are prepared to consider making changes </li></ul><ul><li>conflicts where it is one person’s word against another </li></ul><ul><li>power differentials allow it </li></ul><ul><li>perceptions play a major part in the dispute </li></ul><ul><li>As early on as possible </li></ul><ul><li>formal processes are not appropriate </li></ul><ul><li>no other process ongoing e.g. legal action </li></ul><ul><li>there is organisational commitment </li></ul>7
  8. 8. How does Interactive Mediation Work in Citi? <ul><li>Initial Pilot </li></ul><ul><ul><li>6-month initial pilot scheme in one business area to identify if scheme suitable </li></ul></ul><ul><ul><li>12 mediators trained from within the business and HR – blend of experience, backgrounds and seniority – diverse profiles </li></ul></ul><ul><ul><li>Individuals received full training and achieved industry recognised accreditation as mediators </li></ul></ul><ul><ul><li>HR trained to identify cases suited to mediation and refer </li></ul></ul><ul><ul><li>Business awareness sessions run to introduce the concept and process </li></ul></ul>8
  9. 9. How does Interactive Mediation Work in Citi Cont’d? <ul><li>Phase 2 roll out (Oct 08 – Jan 09) </li></ul><ul><ul><li>12 more mediators trained/accredited </li></ul></ul><ul><ul><li>Key advocates / champions identified – briefings </li></ul></ul><ul><ul><li>Review of communications materials – demonstrate the investment </li></ul></ul><ul><ul><li>Further training for HR planned </li></ul></ul><ul><ul><li>Early issue identification training for line management planned </li></ul></ul><ul><ul><li>Information about mediation to be included within other management training </li></ul></ul><ul><li>Phase 3 roll out (Jan 09 onwards) </li></ul><ul><ul><li>12 more mediators to be trained (business and HR) </li></ul></ul><ul><ul><li>Insertion into revised Employee Handbook launched during 2009 </li></ul></ul>8
  10. 10. How does Interactive Mediation Work in Citi? (Cont’d) <ul><li>Co-ordination </li></ul><ul><ul><li>Use of Co-Mediators for each case – more balanced, thorough approach and shares workload between each mediator </li></ul></ul><ul><ul><li>Central ER team that track all referrals for mediation and co-ordinate – Not HR Business Partner (Eventual centralisation of all case management will greatly assist this) </li></ul></ul><ul><ul><li>Report prepared after the mediation </li></ul></ul><ul><ul><li>Parties agree action plans which are reviewed at 3-month intervals to assess their effectiveness </li></ul></ul><ul><li>External Assistance </li></ul><ul><ul><li>A team of external mediators available to provide support to internal mediators </li></ul></ul><ul><ul><li>External mediators also available to mediate on certain cases e.g. high profile, reputational risk, senior employees </li></ul></ul>9
  11. 11. Benefits of Mediation to Citi <ul><li>Has cut the cost of conflict – 75% of cases referred have been successfully mediated and avoided formal processes </li></ul><ul><li>Is quick – cases resolved much faster than through normal route – days/weeks vs. an average of 6 months </li></ul><ul><li>Is practical – goes into detail without huge amounts of writing and bureaucracy </li></ul><ul><li>Has created another option – diverts cases away from formal action and ensures that only used as a last resort </li></ul><ul><li>Developmental – has helped business managers to improve their management skills and interpersonal skills </li></ul><ul><li>Positively perceived – impacted well on business and employees </li></ul><ul><li>Pro-active – less confrontational and adversarial than traditional approaches </li></ul>12
  12. 12. Challenges We Are Working Through…. <ul><li>New concept and process for most employees – overcoming scepticism </li></ul><ul><li>Concerns over trust and confidentiality </li></ul><ul><li>External legal advisers not used to mediation in an employment context – advising clients against it (I do expect this to change in light of new Emt Act 2008) </li></ul><ul><li>Discomfort around parties sitting down to talk through issues – moving from adversarial to collaborative approach – significant culture change </li></ul><ul><li>Need time, resources and organisational will power to keep momentum </li></ul><ul><li>Mediation coordinator spending a lot of time on telephone with individuals </li></ul>13
  13. 13. Why We Need Mediation More Than Ever? <ul><li>Turbulent times within the economy / financial sector </li></ul><ul><li>Increased uncertainty can lead to strained relationships </li></ul><ul><li>Business has even less appetite for lengthy disputes </li></ul>13
  14. 14. What we have learned so far <ul><li>Clearly defined and communicated grievance and mediation procedures </li></ul><ul><li>Complementary procedures – not mutually exclusive </li></ul><ul><li>Co-Mediator approach – more thorough </li></ul><ul><li>Internal and external mediators available plus ongoing support of internal mediators </li></ul><ul><li>Mediation Coordinator – key role to facilitate and build faith in process </li></ul><ul><li>Active case management </li></ul><ul><li>Awareness and promotion amongst HR community </li></ul><ul><li>Fast response to issues </li></ul>14
  15. 15. Some Feedback….. <ul><li>“ The process was invaluable for me, I can now move on and concentrate on my future with Citi, rather than past problems.” </li></ul><ul><li>“… it was a difficult process to go through but I am convinced it has helped me resolve things.” </li></ul><ul><li>“ It was great to have an independent third party there who could summarise things and diffuse the emotion out of the situation – this has never happened before.” </li></ul><ul><li>“ I really believe that the process should be pushed more, it should not be up to the employee to decide to participate, everyone should have to do it where it’s needed.” </li></ul><ul><li>“ The momentum and speed of the process really meant that we got through things and resolved long standing problems quickly.” </li></ul>15
  16. 16. Any Questions?
  17. 17. [TRADEMARK SIGNOFF: add the appropriate signoff for the relevant legal vehicle] © 2008 Citigroup Global Markets Inc. Member SIPC. All rights reserved. Citi and Citi and Arc Design are trademarks and service marks of Citigroup Inc. or its affiliates and are used and registered throughout the world. © 2008 Citigroup Global Markets Limited. Authorized and regulated by the Financial Services Authority. All rights reserved. Citi and Citi and Arc Design are trademarks and service marks of Citigroup Inc. or its affiliates and are used and registered throughout the world. © 2008 Citibank, N.A. All rights reserved. Citi and Citi and Arc Design are trademarks and service marks of Citigroup Inc. or its affiliates and are used and registered throughout the world. © 2008 Citigroup Inc. All rights reserved. Citi and Citi and Arc Design are trademarks and service marks of Citigroup Inc. or its affiliates and are used and registered throughout the world. © 2008 [Name of Legal Vehicle] [Name of regulatory body.] All rights reserved. Citi and Citi and Arc Design are trademarks and service marks of Citigroup Inc. or its affiliates and are used and registered throughout the world. In January 2007, Citi released a Climate Change Position Statement, the first US financial institution to do so. As a sustainability leader in the financial sector, Citi has taken concrete steps to address this important issue of climate change by: (a) targeting $50 billion over 10 years to address global climate change: includes significant increases in investment and financing of alternative energy, clean technology, and other carbon-emission reduction activities; (b) committing to reduce GHG emissions of all Citi owned and leased properties around the world by 10% by 2011; (c) purchasing more than 52,000 MWh of green (carbon neutral) power for our operations in 2006; (d) creating Sustainable Development Investments (SDI) that makes private equity investments in renewable energy and clean technologies; (e) providing lending and investing services to clients for renewable energy development and projects; (f) producing equity research related to climate issues that helps to inform investors on risks and opportunities associated with the issue; and (g) engaging with a broad range of stakeholders on the issue of climate change to help advance understanding and solutions. Citi works with its clients in greenhouse gas intensive industries to evaluate emerging risks from climate change and, where appropriate, to mitigate those risks. efficiency, renewable energy & mitigation
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