Conflict resolution at the

Workplace

Department of Public Information

United Nations Ombudsman
 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)
 The role of staff members in
conflict 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
 Costs of conflicts
 Direct costs for handling formal cases
 Hidden costs of conflicts
Wasted time
Loss of skilled staff
Low morale/productivity
Health costs
 Keys to preventing and
resolving conflicts
1. 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 workplace

 Put into practice what you learn at training
courses
 Conflict resolution in UN -
Informal and formal channels
Informal

 Ombudsman
 Self-help/help of Formal
colleagues, friends,
supervisors, Human  Administrative review
Resource officers, focal
points for women,
 Joint Appeals Board
Executive Office, etc.  Specialized resource
procedures
 UN Administrative Tribunal
 Informal Formal
 Early resolution  Time consuming
 Proactive/Preventive  Reactive
 Win-win solution  Judgments/decisions
 Before conflict  Win-lose solution
escalation  After conflict occurrence
 No administrative
decisions are required  Administrative decisions
 No record keeping required
 Record keeping
The role of the Ombudsman

 As a facilitator of conflict resolution :

 by providing advice on resources
available, informal mediation, informal
fact finding, referral, etc.
 As agent for change (systemic
issues):
 by making recommendations for change
on policies and procedures
Working Principles

Confidentiality

Impartiality Objectivity
Ombudsman

IndependenceNeutrality
 Confidentiality

 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.
 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 of

retaliation
 Steps to be taken

Making Appointment
(by e-mail, tel. or visits)


Meeting with the Ombudsman
(in person or by tel.)

Follow-up by
Follow-up the Ombudsman (*)
by staff
(*) With the agreement of
the staff member.

Case
closed
 What the Ombudsman
does and doesn’t do

Does Doesn’t
• Objective review • Disclose a person’s
• Equal & confidential identify
treatment • Keep records
• Fact findings and • Make decisions
inquiries (*) • Make policies
• Bring concerns to • Mandate actions
appropriate office (*) • Serve as an advocate
(*) Only if the staff • Testify
member agrees.
Overview of Operations (July
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
Breakdown of cases by occupational
category (2002/2003)
41%
39%

16%

2% 2%

P & h ig h e r GS ,T ra d e & Ot h e rs ( in c lud ing R e t ire e s / F o rm e r N a t io n a l S t a f f

C ra ft s , F S , R e f e rra ls , UN Vs S ta ff
S e c urit y & P o lic e & C o n s u lt a nt s )
 Breakdown of issues (2003)
Promotion/Classification/Conversion
Separation/Termination
Entitlements
Standards of Conduct
Multi-issues
Interpersonal Issues
Conditions of service
Referral

0% 5% 10% 15% 20% 25% 30% 35%

 Distribution of cases (2003)

27% 35%

38%

Headquarters Offices Away from HQ Field Missions

 Summary
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;
 (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.
 Conclusions
 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
 Contact 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