Guidelines for dealing with conflict

Why have guidelines?

Planning how your organisation would manage conflict before it happens can really pay off. Although every situation will be different, your guidelines should refer everyone to a standard process that will provide a structure in potentially difficult situations. Like all organisational policies, it's good to review guidelines periodically and adapt them as required in the light of practice.

Sample guidelines

These guidelines operate alongside existing organisational policies, and can be used when a harassment policy, or grievance and disciplinary procedures don't cover a situation.

Conflicts involving staff and volunteers must be addressed as soon as possible.

• Line managers have the responsibility for addressing conflicts in the first instance.
• The approach will be informal, as long as no major misconduct has taken place.
• The manager will have separate meetings with both parties to find out the background.
• The manager will encourage each party to consider solutions to the problem.
• The individual meetings will be followed by a joint meeting, where solutions will be suggested and discussed.
• If agreement cannot be reached at this meeting, the meeting may be referred to a senior manager or a nominated person on the management committee.
• If agreement still cannot be reached, the help of an external facilitator or mediation service may be sought.

Find out more about other conflict resolution issues and examples in the In more depth section.