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1. Conflict resolution at theConflict resolution at the
WorkplaceWorkplace
Department of Public Information
United Nations Ombudsman
M. Patricia Durrant
28 July 2004

2. What is conflict ?What is conflict ?
 “Any opposition or difference of
wishes, needs, statements,
arguments, actions or principles
between two or more staff
members, or between staff
members and the Organization.”
(ST/IC/2004/4 – Conflict resolution in the United
Nations Secretariat)

3. The role ofThe role of staff members instaff members in
conflict resolutionconflict resolution
 Conflict resolution is a key
competency
 Deal with conflicts and grievances in a
timely manner
 Act in accordance with the Standards
of Conduct for the international civil
service

4. Costs of conflictsCosts of conflicts
 Direct costs for handling formal
cases
 Hidden costs of conflicts
Health costsHealth costs
Low morale/productivityLow morale/productivity
Loss of skilled staffLoss of skilled staff
Wasted timeWasted time

5. Keys to preventing andKeys to preventing and
resolving conflictsresolving conflicts
1. Training1. Training
 Induction training - need for access by everybody
 Conflict resolution training
 OHRM training on conflict resolution, cultural
diversity, etc.
 DPKO e-learning on conflict resolution, stress
management, diversity, client focus, etc. (re.
DPKO CTS Web Site)
2. Improved communications at the workplace2. Improved communications at the workplace
 Put into practice what you learn at trainingPut into practice what you learn at training
coursescourses

6. Conflict resolution in UN -Conflict resolution in UN -
InformalInformal and fand formalormal channelschannels
Informal
 Ombudsman
 Self-help/help of
colleagues, friends,
supervisors, Human
Resource officers, focal
points for women,
Executive Office, etc.
Formal
 Administrative review
 Joint Appeals Board
 Specialized resource
procedures
 UN Administrative Tribunal

7. Informal
 Early resolution
 Proactive/Preventive
 Win-win solution
 Before conflict
escalation
 No administrative
decisions are required
 No record keeping
Formal
 Time consuming
 Reactive
 Judgments/decisions
 Win-lose solution
 After conflict occurrence
 Administrative decisions
required
 Record keeping

8. The role of theThe role of the OmbudsmanOmbudsman
 As a facilitator of conflict resolutionAs a facilitator of conflict resolution ::
by providing advice on resources
available, informal mediation, informal
fact finding, referral, etc.
 As agent for change (systemicAs agent for change (systemic
iissuesssues):):
by making recommendations for change
on policies and procedures

9. Working PrinciplesWorking Principles
Impartiality
Independence Neutrality
Objectivity
Confidentiality
Ombudsman

10. ConfidentialityConfidentiality
 No record keeping; no reporting of
individual cases; no disclosure of
information about visitors (neither to confirm
nor deny) (*)
 No testifying about concerns brought to the
Ombudsman’s attention
(*)(*) Except with the express consent of the staff member concerned.

11. Access to the Ombusdman
 All the staff members who work for the
United Nations equally have direct access
 Irrespective of grade
 Irrespective of location
 Both international and national
 Providing safe environment without fear ofProviding safe environment without fear of
retaliationretaliation

13. What the OmbudsmanWhat the Ombudsman
does and doesn’t dodoes and doesn’t do
Does
• Objective review
• Equal & confidential
treatment
• Fact findings and
inquiries (*)
• Bring concerns to
appropriate office (*)
(*) Only if the staff
member agrees.
Doesn’t
• Disclose a person’s
identify
• Keep records
• Make decisions
• Make policies
• Mandate actions
• Serve as an advocate
• Testify

14. OOverview of Operations (Julyverview of Operations (July
2002 – June 2004)2002 – June 2004)
 761 cases to date - received quick responses
 Access to the Ombudsman contributed to:
 Conflict resolution
 Withdrawal of some cases from formal system
 Peer Review (December 2003)
 Outreach activities and visits outside
Headquarters
 PMSS Newsletter “Staff Matters” – disseminated
information on the Ombudsman in the field
 Increased interaction with UN staff worldwide

15. Breakdown of cases byBreakdown of cases by
occupational category (2002/2003)occupational category (2002/2003)
41%
39%
16%
2% 2%
P & highe r G S ,T ra de &
C ra fts , F S,
S e curity & P o lic e
O the rs (inc luding
R e fe rra ls , UN Vs
& C o ns ulta nts )
R e tiree s / F o rm e r
Staff
N a tio na l Sta ff

16. Breakdown of issuesBreakdown of issues (2003)(2003)
0% 5% 10% 15% 20% 25% 30% 35%
Referral
Conditions of service
InterpersonalIssues
Multi-issues
Standards of Conduct
Entitlements
Separation/Termination
Promotion/Classification/Conversion

17. Distribution of casesDistribution of cases (2003)(2003)
38%
27% 35%
Headquarters Offices Away from HQ Field Missions

18. SummarySummary
The Ombudsman, acting independently and impartiality
and respecting confidentiality:
 provides staff at all levels in the Organization with an
independent, voluntary and confidential process to facilitate
the resolution of conflicts in the work place;
 advises staff members on problems or grievances relating
to the terms and conditions of their employment, their
working conditions and./or their relations with colleagues,
with a view of enhancing the overall working environment;
 in cases of conflict or disagreement, assists the parties to
reach a fair solution through informal fact-finding, informal
mediation and discussion, and makes recommendations in
order to bring about a resolution satisfactory to all
concerned parties;

19. (cont’d)(cont’d)
 creates work-place well-being by promoting cross-
cultural awareness and fostering values, ethical
behavior, fairness, equity,
 acts as a resource for best practices in relation to the
function of the Ombudsman, and facilitates the exchange
of information and experience in this respect;
 develops and implements communication and outreach
strategies to educate staff with respect to the role of the
Ombudsman and the services offered; and
 advises the Secretary-General on issues and trends
affecting staff and makes recommendations on
preventive action and, as necessary, on changes in
employment and working conditions, and outlines
organizational changes that may be necessary.

20. ConclusionsConclusions
 Be encouraged to resolve conflict at early stage,
at the lowest possible level
 Keys to conflict resolution are training and
practice of improved communication skills
 Be advised of the role of the Ombudsman –
facilitator of informal conflict resolution
 Be advised of equal access of those who works
at the UN irrespective of level or grade of the staff
member
 Call us if you need assistance and clarification

21. Contact InformationContact Information
Office location: S-1800
Intranet web page:intranet.un.org/ombudsman
Internet: www.un.org/ombudsman
E-mail: ombudsman@un.org
Telephone: (917) 367-5731
(Confidential voice mail)
(Collect
calls accepted)
Facsimile: (917) 367- 4211
By post: P. O. Box 4136
Grand Central Station,
New York, N.Y. 10163