A Retrospective: Eighteen Years of Managing Conflict in The University System of Georgia

1. A Retrospective: Eighteen Years of Managing Conflict in The University System of Georgia European Network of Ombuds in Higher Education Oxford, England April 2013 Lin Inlow Consortium on Negotiation and Conflict Resolution College of Law Georgia State University Atlanta GA USA

2. In 1996, 34 institutions • with: • 205,000students • 40,000 faculty & staff • In 2012, 35 institutions with: • 290.000 students • 43,000 faculty & staff

3. Complaints and perceived injuries 1995 Conflict Management System Informal unassisted resolution Rights-based: Grievances, Litigation, Investigations

4. Leadership ¯ Partnerships ¯ ¯ Stakeholder committees ¯ Listening ¯ CMS prediction No outcome prediction Outcome Facilitated Fact-Finding Problem Solving Advisory Fact-finding Investigations Neutral evaluation Peer reviews Preventive Non-binding arbitration Security/Police Team building Open door policy Litigation Med/Abr Grievance Final Offer Appeals Referral to other resources Arbitration Rights Interests

5. The Initiative and Policy Directive on CR Board of Regents Establish Goals Board of Regents • Establish system-wide conflict resolution program • Decrease reliance on adversarial processes • Resolve conflict at lowest level • Improve institutional environment • Lead development of ADR in higher education • Get Ready • Adopt Policy

6. University System of Georgia’s Conflict Management System Design

7. Stage I Develop & Implement Adopt Policy Frame Goals of CMS

8. CMSD at the Institutional Level Individual Institutions • Liaison and CCRC • Educate and Train • Assess • Design • Implement • Evaluate and Improve

9. Guiding Principles Walk the Talk No Two CMS are Alike Users Should Design It Build and Use a Network of Experts and Champions Experiment and Be Creative Key Decision-Makers Should Be on Board Commit the Necessary Resources Look Before You Leap Be Realistic, Be Patient Review and Improve

10. Complaints and perceived injuries 2013 Conflict Management System Informal unassisted resolution Interest-based: Mediations, Ombuds, Facilitation Interest-based: System-level interventions Rights-based: Grievances, Litigation, Investigations

11. Interest based training Interest based training ¯ ¯ Leadership ¯ Partnerships Partnerships ¯ ¯ Education/communication Education/communication ¯ ¯ Ombudsperson Ombudsperson ¯ ¯ Stakeholder committees Stakeholder committees ¯ ¯ Listening Listening ¯ ¯ CMS prediction No outcome prediction Outcome Facilitated Fact-Finding Facilitated Problem Solving Problem Solving Advisory Fact-finding Mediation Interest based negotiation Mediation Investigations Facilitation Interest based negotiation Neutral evaluation Interest based advocacy Facilitation Shuttle diplomacy Peer reviews Interest based advocacy Shuttle diplomacy Preventive Conciliation Non-binding arbitration Coaching Preventive Conciliation Coaching Security/Police Team building Open door policy Team building Litigation Open door policy Reframing issues & Developing options Reframing issues & Developing options Med/Abr Grievance Final Offer Referral to other resources Appeals Referral to other resources Arbitration Rights Interests

12. Stage I Develop & Implement Institutionalize Innovate Sustain Adopt Policy Frame Goals of CMS

13. “70% of organizational changes/innovations fail” * * Warrick, D.D. , 2009.

14. Comprehensive CMS Design* Stage I Develop & Implement Institutionalize Innovate Achieve CMS Goals Sustain Adopt Policy Build Capacity Frame Goals of CMS Collaborate Cultivate Champions Coordinate * Inlow, 2013

15. Build and Use a Network of Experts and Champions Education and Training

16. 10 – 14 June, 2013 13th Summer Institute on Conflict Management in HE • Basic Mediation • You + Me = Three: How Intentional Collaboration Leads to Innovation • Advanced Mediation • Building, Restoring, and Sustaining Trust in the Workplace