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Take the grief out of grievance feb 2016
1.
www.thetcmgroup.com © 2016 Taking
the Grief out of Grievance Introducing the TCM Model Resolution Policy™ 11th February 2016 David Liddle, Chief Executive Bola Oginni,Senior Resolution Consultant #resolutionredefined
2.
www.thetcmgroup.com © 2016
3.
www.thetcmgroup.com © 2016 •
David Liddle and Bola Oginni. • Duration – 45 mins. • Recorded and transcribed • Polls and questions. • Free copy of TCM Model Resolution Policy for all attendees. • Enjoy! Welcome to the webinar
4.
www.thetcmgroup.com © 2016 TCM
empowers people and organisations to adopt new approaches to dispute and complaints resolution; workplace relations; human resources and leadership development. Our emphasis is on protecting relationships whilst securing lasting and sustainable outcomes. We work in partnership with our customers to develop the core values, systems, processes and behaviours which encourage co-operative problem solving, open dialogue and stakeholder engagement. We develop and apply insightful teaching and consultancy methods which are accessible to all. We are inspired by approaches such as positive psychology, principled negotiation and emotional intelligence as we believe that the positive and constructive resolution of business challenges is more effective than the traditional, adversarial and often divisive approaches that currently exist.
5.
www.thetcmgroup.com © 2016 •
Why are more and more organisations removing their grievance procedures in favour of a Resolution Policy? • How are organisations integrating a culture of constructive resolution within HR, ER and IR processes. • How are organisations demonstrating the need for mediation across their organisations? • What role do managers, leaders, unions and HR play in resolution processes? Challenges that we will address today:
6.
www.thetcmgroup.com © 2016
7.
www.thetcmgroup.com © 2016 Who
do you think you are?
8.
www.thetcmgroup.com © 2016 The spiral of conflict
9.
www.thetcmgroup.com © 2016 Grievance
Resolution Formal, adversarial, judgement, blame, punitive, defensive, draconian, rights based, combative, divisive, win-lose, sanction, argument. Informal, safe, talk, listen, empathy, dialogue, resolve, non adversarial, collaborative, interests based, openness, values, consensus, mediate, win-win.
10.
www.thetcmgroup.com © 2016 1.
Uncertainty – loss of control. 2. Fear – loss of safety 3. Suspicion – loss of trust. 4. Stress – loss of control 5. Cliques – loss of power. 6. Disengagement –loss of a future. 7. Rumours/gossip – loss of voice. When grievances go wrong. The 7 deadly sins
11.
www.thetcmgroup.com © 2016 The
end result… 1. Managers are confused about their role. 2. They lack the confidence, courage and competence to deal with difficult situations. 3. HR unable to function effectively. 4. A reactive culture prevails. 5. Increasingly levels of dissatisfaction, attrition, litigation, unhappiness and discord. 6. Spiralling costs £0,000s
12.
www.thetcmgroup.com © 2016 POLL: Is
your grievance procedure effective at resolving disputes?
13.
www.thetcmgroup.com © 2016 1.
Does conflict management feature as a strategic priority within our business? 2. What is the real cost of conflict to our business and our employees? 3. How many days do we lose to sickness? 4. How many grievances do we get each year and how much do they cost us? 5. How much do we spend on settlement agreements, Tribunals, compensation and legal fees? 6. What impact does conflict have on our employee engagement/satisfaction levels? 7. How much management time is spent dealing with conflicts and disputes? 8. Is workplace conflict impacting on our customer experience? 9. Do we train our managers and leaders to spot issues and nip them in the bud? Are you Resolution Ready? ™
14.
www.thetcmgroup.com © 2016 Any
Questions?
15.
www.thetcmgroup.com © 2016
16.
www.thetcmgroup.com © 2016 What
is different about the TCM Model Resolution Policy?
17.
www.thetcmgroup.com © 2016 The
TCM Model Resolution Policy and toolkits. #Resolutionredefined Resolution policy: • A new approach to grievance and complaints resolution • Values based and person centred • Enhanced triage of cases and opportunities for facilitated conversations • Emphasis on mediation and early resolution • Mediation remains voluntary • Compliant with the Acas code – representation and appeal. Toolkits: • Resolution support for HR • Resolution support for managers • Resolution support for employees
18.
www.thetcmgroup.com © 2016 “It
promotes and encourages positive relationships and constructive dialogue. It’s about leaders and managers walking the talk.”
19.
www.thetcmgroup.com © 2016 The
TCM Model Resolution draws on 5 core values: 1. Fairness 2. Mutual respect 3. Empathy 4. Dignity 5. Dialogue
20.
www.thetcmgroup.com © 2016 The
structure and content of TCM Model Resolution Policy
21.
www.thetcmgroup.com © 2016 IssueraisedandResolutionAssessment (triage)bymanagerorHR. Early
Resolution Formal Resolution Resolution meeting with the employee; coaching or mediation by a line manager. Internal or external mediation by a PMA accredited mediator. Formal investigation to establish facts. Formal resolution meeting with right to representation Appeal
22.
www.thetcmgroup.com © 2016 Employees
and their representatives • Raise issues early . • Expect to engage in dialogue with other party. • Engage in early evaluation of the dispute and expect to be treated with compassion. • Mediation offered in all cases. • Right to request a formal resolution meeting with right to representation. Human Resources • Provide an early assessment/triage function of disputes. • Provide a coaching and mentoring service for managers. • Co-ordinate and organise a workplace mediation scheme. • Support informal and formal resolution meetings. • Evaluate and review impact of resolution policy. Managers and leaders • Engage in resolution skills training. • Possess and be appraised against leadership competencies. • Foster a culture of constructive engagement and resolution within teams. • Facilitate dialogue and resolve issues. • Walk the talk.
23.
www.thetcmgroup.com © 2016 Possible resolution approaches •
Neutral evaluation/resolution assessment • Facilitated conversation from HR • Mediation • Team building or development • Coaching • Resolution meeting (formerly informal resolution) • Investigation • Formal Resolution Meeting (with right to representation.) • Appeal (with right to representation)
24.
www.thetcmgroup.com © 2016 What
is Mediation? “Mediation is a non-adversarial way of resolving difficult situations. Mediation is a mind-set, a framework and a set of skills. The mediator is neutral. They help the two or more parties have an open and honest discussion to identify a mutually acceptable outcome. A win/win outcome. Mediation is about collaborating rather than blaming. Any agreement in mediation comes directly from the parties, not from the mediator. The mediator is not there to judge, or to tell those involved in the mediation what they should do. Mediation is both voluntary and confidential” Liddle, David 2015
25.
www.thetcmgroup.com © 2016
26.
www.thetcmgroup.com © 2016 The
benefits of mediation (ROI) Financial Human Management and HR time Productivity Levels of grievances and complaints Good will and team work Investigations and determinations Managerial confidence and leadership Legal costs Employee engagement Absence due to stress Employee wellbeing Attrition Team performance/cohesion
27.
www.thetcmgroup.com © 2016 POLL: Would
you consider developing a model resolution policy for your organisation?
28.
www.thetcmgroup.com © 2016 1.
Professional mediation services. 2. Setting up mediation schemes like Royal Mail and NHCT. 3. Accredited mediator training. 4. Conflict audits and diagnostics. 5. Management and leadership training. How can TCM help?
29.
www.thetcmgroup.com © 2016 Any
Questions?
30.
www.thetcmgroup.com © 2016 Thank
you for listening and participating david.liddle@thetcmgroup.com www.thetcmgroup.com
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