Design of conflict management systems


Healthy conflict and complaint management starts with the design and implementation of a standardized system allowing easy access, uniformity and follow-up of the methods put in place to respond to the determined needs. Planification and design of such a system implies a detailed evaluation of said needs and of the resources available within the organization, as well as assistance to the staff when communicating and using this system.

Advantages of a conflict management program


  • ensures transparency and uniformity of the process put in place to deal with conflicts and complaints;
  • reassures the staff by giving it access to a known and standardized process;
  • gives efficiency to the management of conflicts and complaints;
  • facilitates the follow-up of the issues;
  • improves resolution of conflict as the later is based on a global and diverse experience as opposed to a case by case approach;
  • saves the staff responsible for the management of conflict both time and energy.

A few examples of conflict management programs

  • internal rules for preventing and resolving conflict;
  • code of ethics;
  • investigation processes;
  • internal appeal policy;
  • arbitration and mediation rules;
  • internal committees;
  • complaint forms.