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.

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Workshop D: Janet Fraser & Ed Rennie, NHS Grampian

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