A Conflict Management Success Story

Posted By on August 1st

Conflict that is managed effectively will certainly reduce costs, and it can also be a positive, transformative experience for the business. Conflict highlights problems, and can be utilized to encourage positive changes through cooperativeness and collaboration. Conflict management programs don’t seek to choose winners and losers; rather, these programs seek mutually beneficial agreements based on the individuals’ needs and interests.

A thoughtful and comprehensive conflict management program, which is fair and easily understood, is the first step in an organization’s ability to effectively manage conflict. Conflict management programs establish procedures to follow for the purpose of managing and preventing conflict. These programs hold employees accountable for preventing and resolving conflict. These programs also provide for early intervention. Studies have shown that conflicts have been resolved through a conflict management program within 2-3 months and at a significantly reduced cost compared to traditional litigation.

 After implementing an employment dispute resolution program, Motorola reported a 75% reduction in litigation costs over six years. The Motorola program utilized different levels of conflict management. Motorola decided to set the presumption in favor of Alternative Dispute Resolution (ADR), rather than litigation, and set dollar thresholds requiring claims over a certain dollar amount to go to ADR. Motorola’s attorneys were required to formally explain their avoidance of ADR. Motorola created a conflict management committee that established a screening mechanism, a review process for attorneys’ decisions, provided training, issued a conflict management manual, and generally promoted the concepts.

You can learn more about Motorola, and other Success Stories, by reading Controlling the Costs of Conflict: How to Design a System for Your Organization by Karl A. Slaikeu and Ralph H. Hasson.

About the author

Keith Grossman helps individuals and businesses negotiate and manage conflict more comfortably. Keith is a Collaborative Attorney, a Family and Circuit Civil mediator certified by the Supreme Court of Florida, an Arbitrator qualified by the Florida Supreme Court, and an educator. Keith frequently lectures and facilitates training programs, works with individuals one-on-one, and writes articles on conflict management and negotiation topics. His e-workbooks, “What Is A Peace Chest?” and “How Do You Build A Peace Chest?“ are now available on Kindle.


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