This document is Conflict Resolution Policy and Procedures.

It is part of the supporting assessment resources for Assessment Task 2 of SITXCOM005

Bridge Hotel

Conflict Resolution Policy and Procedures

Introduction
Open communication and feedback are regarded as essential elements of a satisfying and productive
work environment.
Bridge Hotel encourages their employees to resolve any issues or concerns that they may have at the
earliest opportunity with each other or, failing that, their immediate supervisor.
The preferred process involves employees resolving issues to their satisfaction internally, without feeling
they have to refer to external organisations or to authorities for assistance.

Purpose
The purpose of this document is to provide an avenue through which employees and their managers can
resolve work-related complaints as they arise.

Scope
This Policy applies to all employees of Bridge Hotel.

Principles
Mechanisms are established to promote fast and efficient resolution of workplace issues.
Employees should feel comfortable discussing issues with their manager or supervisor in accordance with
the procedures outlined below.
All formal avenues for handling of grievances will be fully documented and the employee wishes will be
taken into account in determining the appropriate steps and actions.
No employee will be intimidated or unfairly treated in any respect if they use this Policy to resolve an
issue.
Bridge Hotel will act immediately to threats to any person’s safety and wellbeing.
Bridge Hotel will act immediately to reports, disclosures or evidence of staff affected by drugs, alcohol or
other harmful substances. This behaviour is in direct breach of the employment agreement.

© Darwin Institute of Technology (DIT) I RTO Code 41128 I CRICOS 03609J Page 1 of 4
 This document is Conflict Resolution Policy and Procedures.
It is part of the supporting assessment resources for Assessment Task 2 of SITXCOM005

Responsibilities
It is the responsibility of Supervisors to ensure that:
 They identify, prevent and address potential problems before they become formal grievances or
escalate into behaviour or actions that impact other employees
 They are aware of, and are committed to the principles of communicating and information sharing
with their employees
 All decisions relating to employment practices are made with consideration given to the
ramifications for the individual, as well as the organisation in general
 Any grievance is handled in the most appropriate manner at the earliest opportunity

 All employees are treated fairly and without fear of intimidation

 No one is bullied, harassed or mistreated while at work due to disputes or other problems

 The health, safety and wellbeing of all employees are priority.

It is the responsibility of Employees to ensure that:

 They make an attempt to resolve issues among themselves in a fair, respectful and professional
manner.
 Where issues cannot be resolved, referral to their immediate supervisor is made so that internal
processes can be implemented at the earliest opportunity.
 They maintain awareness of the health, safety and wellbeing of all on premises.

It is the responsibility of the Human Resources Department to ensure that:

 All managers, supervisors and employees are aware of their obligations and responsibilities in
relation to communication and information sharing with their employees
 Ongoing support and guidance is provided to all employees in relation to employment and
communication issues
 All managers, supervisors and employees are aware of their obligations and responsibilities in
relation to handling grievances
 Any grievance that comes to the attention of supervisors is handled in the most appropriate
manner at the earliest opportunity.

© Darwin Institute of Technology (DIT) I RTO Code 41128 I CRICOS 03609J Page 2 of 4
 This document is Conflict Resolution Policy and Procedures.
It is part of the supporting assessment resources for Assessment Task 2 of SITXCOM005

Procedures

Joint resolution
Where supervisors have identified that there is an issue between staff members, it is recommended that
they keep aware of the situation but allow the staff the opportunity to resolve it professionally and
respectfully. All staff have received training in conflict resolution in regards to both customers and
colleagues, and should be able to apply their learnings in some cases.
However, there are some situations in which joint resolution cannot apply and supervisors must intervene
to adhere to a number of legislative and regulatory requirements.
Examples where supervisors must intervene immediately include where:
 there is evidence of a clique forming in the workplace (ie taking sides), which can lead to
emotional distress and bullying
 sexual harassment or inappropriate comments of a sexual nature made to others

 violence or the threat of violence

 verbal threats

 intimidating behaviour

 behaviour that is racially motivated

 degrading comments

 clear evidence that a staff member is undermining or negatively affecting the work of others (for
example, sabotaging someone’s work, intentionally providing misinformation etc).
The above situations require supervisors to take action to ensure duty of care is applied and the health,
safety and wellbeing of all staff are met.
Where supervisors are made of the above situations by other staff (such as those not involved directly or
those who have heard ‘rumours’), they must investigate immediately.
Bridge Hotel does not condone any of the above negative and inappropriate behaviours and swift action
will be taken to address them. The Human Resources Department will be involved in investigating these
situations and disciplinary action will be taken based on the severity of the situation.

Where situations constitute an immediate threat:

Take immediate actions to ensure safety of self and others
Request security assistance (either call on your mobile if safe to do so, or request another person in the
area to do so)
Brief security on their arrival and allow them to take over and handle the station.
Should the police become involved, be available to make a statement.

© Darwin Institute of Technology (DIT) I RTO Code 41128 I CRICOS 03609J Page 3 of 4
 This document is Conflict Resolution Policy and Procedures.
It is part of the supporting assessment resources for Assessment Task 2 of SITXCOM005

Dispute management practices

All supervisors should be aware of the possible ramifications of their actions when dealing with employee
issues. They must ensure that all employees are treated with fairness, equality and respect.
If there are any doubts or queries in relation to how to deal with a particular set of circumstances,
managers or supervisors should contact the Human Resources Department for advice at the earliest
opportunity.
Where a grievance or conflict has been brought to a Manager’s attention, they should assess whether the
employee involved is covered by an Award or Agreement, and if so should refer to that document for
grievance procedures. If the employee involved is not covered by such a document, the guidelines below
should be followed.

Grievances and conflict resolution

An employee who considers that they have a conflict or grievance should raise the matter with their
immediate supervisor as a first step towards resolution. The two parties should discuss the matter openly
and work together to achieve a desired outcome.
The Manager or Supervisor should check for clarification of the issue to ensure they fully understand the
complainant’s concern. Managers should follow the standard procedure of offering the employee the
opportunity to have an independent witness at the discussion, ensuring they follow the steps outlined
below:
 If more than one person is present, establish the role of each person.

 Outline the process that is to be followed.

 Inform the parties that any information obtained in the conduct of the review is confidential.

 Listen to the complainant and diagnose the problem.

 Take accurate and detailed notes of all conversations (including dates, people involved) and
attach any supporting documentation.
 If deemed necessary, provide the employee with a written summary of the meeting and
clarification of the next steps to be taken.
The Manager must ensure that the manner in which the meeting is conducted will be conducive to
maintaining positive working relationships, and will provide a fair, objective and independent analysis of
the situation.
All parties are to maintain complete confidentiality at all times.
If the matter is not resolved and the employee wishes to pursue it, the issue should be discussed with a
Human Resources Officer, then, if necessary, the CEO. Again, the matter is to be discussed openly and
objectively with management to ensure it is fully understood.
If the grievance/conflict is one of a confidential or serious nature involving the employee Manager, the
complainant may discuss the issue directly with the Human Resources Department or the CEO.

© Darwin Institute of Technology (DIT) I RTO Code 41128 I CRICOS 03609J Page 4 of 4