Summary of NHS approach to conflict management and resolution Lothian’s NEED DELIVERABLES OUTCOMES Support for a cultural Set an in-house Highly positive shift towards more mediation capability, evaluations and open dialogue when including the selection demonstrable learning interpersonal and recruitment of people achieved for all skills problems arise to be trained, and advice training on the infrastructure and Reduce the number of Successful positioning materials necessary for formal processes, and and communication of maintaining and the management time the new in-house evaluating the service spent handling mediation capability, grievances and Run a programme of resulting in significant disciplinaries blended learning for the mediation case load management cadre to and 94% success rate Encourage earlier develop their skills in in reaching agreement intervention in holding difficult disputes Savings achieved conversations earlier through return to work Upskill managers to Provide post-training of absent employees, tackle difficult support for mediators and less management time conversations earlier managers spent resolving conflict, and more effectively fewer formal processes, Advise NHS Lothian on Establish a more and more engaged developing partnerships ‘person-centred’ employees with external conflict approach to conflict resolution specialists for resolution sensitive and complex cases Measure financial return on investment in the programme
Summary of NHS Lothian’s approach to conflict management and resolution NEED DELIVERABLES OUTCOMES Support for a cultural shift towards more open dialogue when interpersonal problems arise Reduce the number of formal processes, and the management time spent handling grievances and disciplinaries Encourage earlier intervention in disputes Upskill managers to tackle difficult conversations earlier and more effectively Establish a more ‘person-centred’ approach to conflict resolution Set an in-house mediation capability, including the selection and recruitment of people to be trained, and advice on the infrastructure and materials necessary for maintaining and evaluating the service Run a programme of blended learning for the management cadre to develop their skills in holding difficult conversations earlier Provide post-training support for mediators and managers Advise NHS Lothian on developing partnerships with external conflict resolution specialists for sensitive and complex cases Measure financial return on investment in the programme Highly positive evaluations and demonstrable learning achieved for all skills training Successful positioning and communication of the new in-house mediation capability, resulting in significant mediation case load and 94% success rate in reaching agreement Savings achieved through return to work of absent employees, less management time spent resolving conflict, fewer formal processes, and more engaged employees
2020-Workforce-Vision-Board-Success-Stories-Sept-2016.docx