Workshop D: Janet Fraser & Ed Rennie, NHS Grampian
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Workshop D: Janet Fraser & Ed Rennie, NHS Grampian

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Presentation by Janet Fraser (Dignity at Work Officer) and Ed Rennie (Head of HR) at CMP's 'Aiming for excellence' conference, 5 December 2008, London.

Presentation by Janet Fraser (Dignity at Work Officer) and Ed Rennie (Head of HR) at CMP's 'Aiming for excellence' conference, 5 December 2008, London.

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Workshop D: Janet Fraser & Ed Rennie, NHS Grampian Workshop D: Janet Fraser & Ed Rennie, NHS Grampian Presentation Transcript

  • NHS GRAMPIAN tiative Mediation & Conflict Management Training Initiative Case Study
  • Context
    • NHS Grampian - Teaching Health Board - 3rd largest in Scotland
    • 17,000 staff
    • Revenue budget of £850m
    • Mix of rural and urban
    • Some pressure and stress on the system
    NHS Grampian
  • The need for change
    • Former Acute Trust survey in 2001, 47% of staff reported bullying behaviour
    • NHS Staff Survey in 2003/04, 28% of staff experienced bullying behaviour
    • NHS Staff Survey in 2005/06, 17% of staff experienced bullying behaviour
    NHS Grampian
  • What we did
    • Dignity at Work
        • Policy and procedure (revised since)
        • Education and awareness sessions
        • Leaflet
        • Confidential Contacts
    NHS Grampian
  • What happened next
    • Long standing/deep rooted problems
    • Solution very difficult - lose-lose outcome
    • Multi policy interchange
    • Evidence that managers ‘not good’ at handling conflict
    • HR asked to support
    • Nowhere else for cases to go but UP!
    NHS Grampian
  • Resourcing a Solution
    • Dignity at Work Officer
        • Advises on best practice
        • Develops interventions and solutions
    NHS Grampian
  • Another Way –
    • Mediation and conflict management training initiative
    • Two strands
        • New option for resolving workplace disputes
        • New training in skills for managing conflict
    NHS Grampian Dignity at Work
  • Mediation and Conflict Management (1)
    • Emerging themes and issues
      • Perceptions about independence
      • Confidence in processes
      • Time taken
      • Ability to influence outcomes versus disempowerment
    NHS Grampian
  • Mediation and Conflict Management (2)
    • Investigated available options
    • Stakeholder evaluation: 1-day conflict management training pilot
    • Building support – HR, Grampian Area Partnership Forum (GAPF)
    • Finding resource - GAPF Endowment
    NHS Grampian
  • Mediation and Conflict Management (3)
    • Combined role: rationale for mediators/conflict management trainers (MCMTs)
    • Recruitment campaign to find volunteers
        • Open to all employees
        • Publicity eg in-house newsletter, e-mail bulletins
        • Realistic preview – information sessions
    • Selection & Assessment process
        • role description, person spec, application form, screened/Scored, OPQ, Assessment Centre
    NHS Grampian
  • Mediation and Conflict Management (4)
    • Training Process
        • Six-day Certificate in Mediation Skills
        • Three-day train-the-trainer course
        • Assessed training delivery
    • Celebration/ recognition event
    • Publicity, Launch, Road Shows
    • Gate-keeper role – Mediation Service
    • Continuing development for MCMTs
    NHS Grampian
  • What we have learned so far
    • Training delivery
        • Positive reaction, interest levels
        • Trainers – feedback, live coaching
        • Challenges
          • Waitlists, logistics, demand versus trainer availability, matching resource to need, prep time
          • sensitive issues and the unexpected
          • How much can you achieve in a day?
        • Training evaluation
          • Now and after
    NHS Grampian
  • What we have learned so far (2)
    • Mediation can make a difference but
      • Do we have enough mediators?
          • Attrition, demand etc
      • Have key officers got the message?
      • What about constraints & challenges :
          • clinical setting
          • availability
          • venues
          • expectations
          • administration
          • managing risks
    NHS Grampian
  • Supporting managers through conflict (1)
    • Workplace mediation provides managers with a new option for conflict resolution
        • Skilled mediators
        • Relatively quick turn-around
        • Independent, impartial, neutral
    NHS Grampian
  • Supporting managers (2)
    • Links with People Management Programme
    • Opportunity to share experiences with others who have ‘been there’
    • New perspective on conflict
    • New techniques and a chance to practice these in a safe setting before using them ‘for real’
    NHS Grampian Conflict Management Training
  • What happens next?
    • New cohort trained by July 2009
    • Same approach to selection and training (with refinements)
    • Raise profile of mediation in 2009
    • Link conflict management training with HSE Stress Management Standards
    NHS Grampian Dignity at Work
  • Questions NHS Grampian Dignity at Work