Our Services

Conflict Management Office (CMO) offers confidential and supportive services that build the capacity and confidence of campus members to self-manage interpersonal conflicts and concerns, and self-direct their pathways for resolutions, within their workplace and/or academic environment. We equip campus members with the skills, tools, and capacity needed to effectively self-manage their concerns, and help them navigate the complaint process if they choose to seek formal resolution through University policy. Services are client driven and tailored to their individual needs, meeting them where they are at that point in time.  

Confidential Consultation

Operating from a neutral and impartial position, we help individuals define the nature of their concerns and their desired outcome so we can inform them of their options for resolution, without commitment. We will support them in identifying appropriate next steps, and ensure they are connected to the resources and support they require.  

Competency and Capacity Building

Through tailored workshops, training sessions, and resources, we support campus members in developing the competencies and capacities necessary to effectively respond to conflicts, concerns, and difficult situations in their workplace or academic settings.  

Conflict Coaching

Our one-on-one or small group coaching services help individuals navigate and improve difficult situations to achieve positive outcomes. Through supportive and non-judgmental coaching, campus members will feel empowered to self-manage and address conflicts proactively and constructively.  

Mediation

A structured, voluntary, and confidential conflict resolution process facilitated by a neutral third-party mediator. All parties must agree to engage in good faith and the goal is to support participants in developing a formalized resolution, which is documented in a Memorandum of Understanding signed by all involved. (*In some circumstances, management approval or notification may be required. CMO will discuss this with you in advance).  

Facilitation

A less structured, voluntary process facilitated by a neutral third-party to help participants discuss concerns, improve communication, and build shared understanding. Facilitation is typically less structured than mediation and focuses on creating space for constructive conversation rather than reaching a formal agreement. A summary of the discussion may be shared with participants following the session. (*In some circumstances, management approval or notification may be required. CMO will discuss this with you in advance). 

Complaint Support

Operating from a neutral and impartial position, we offer support to all campus members seeking formal resolution to their complaints, ensuring they have the information, resources and support required to initiate a complaint in alignment with University policy (e.g., Policy 33). We ensure members are directed to the right pathways while providing navigational and procedural support. This includes helping members structure the formal complaint to ensure it contains sufficient detail. 

Upon request, CMO offers confidential and supportive services that build the capacity and confidence of line managers to prevent, recognize, and manage interpersonal conflicts and concerns within their workplace proactively and constructively. The goal is to support line managers in identifying and addressing workplace concerns proactively, before they escalate into formal complaints, and to support managers in restoring the workplace following the resolution of formal complaints. 

Confidential Management Consultations

We support managers in building their competency and capacity to effectively recognize, prevent and respond to interpersonal conflict and concerns within their workplace.  

Mediation

A structured, voluntary, and confidential conflict resolution process facilitated by a neutral third-party mediator. All parties must agree to engage in good faith and the goal is to support participants in developing a formalized resolution, which is documented in a Memorandum of Understanding signed by all involved.

Meeting Facilitation

Our facilitators help managers improve meeting quality by encouraging better structure and fostering open discussion. We help make meetings more productive, engaging, and focused, leading to more effective outcomes and stronger team dynamics.

Group Facilitation

Our facilitators help managers enhance problem-solving and decision-making skills within groups, promoting improved effectiveness. Through guided activities and discussions, groups learn to collaborate more efficiently and resolve conflicts constructively, fostering a more cohesive and productive environment.  

Workplace Assessments

We support line managers to understand the underlying issues or concerns that are impacting employee productivity, well-being, relations, and behaviours. This service enables management to self-identify key areas for improvement, with the support and guidance of CMO staff. The process often involves identifying the root cause of conflicts in the workplace and then putting a plan in place to address them based on the information provided by employees and management. 

The Conflict Management Office (CMO) provides neutral and impartial support to University decision-makers and senior leaders who are responsible for responding to concerns or complaints under University policy, including Policy 33 — Ethical Behaviour. 

Our role is to support decision-makers in navigating complex situations thoughtfully, fairly, and in alignment with institutional obligations.  

Confidential Senior Leader Consultations

We support senior leaders by providing confidential consultation to help them recognize and respond to incidents of harassment and discrimination (e.g., racism). The CMO assists in assessing the situation, ensuring alignment with University policies, and guiding leaders in taking appropriate action. This includes clarifying the nature of the concern, identifying the parties involved, evaluating potential risks, and recommending effective interventions. Through strategic guidance, we help senior leaders navigate complex issues with clarity and confidence while fostering a respectful and inclusive environment. 

Duty to Inquire

A duty to inquire (DTI) is a problem-solving process conducted by the CMO when concerns related to statutory obligations arise but either 1) there is no identifiable complainant or 2) the complainant chooses not to file a formal complaint. This process enables the University to address problematic behaviour and concerns that may not fall within a formal complaint process. A DTI identifies issues, assesses potential misconduct, and issues recommendations to address concerns and strengthen the University’s overall response. 

Policy 33 Complaint Support for Decision-Makers

The CMO provides procedural and process support to decision-makers responsible for addressing complaints under Policy 33. This may include guidance at various stages of the complaint process, support in determining appropriate next steps, and assistance in ensuring processes are fair, impartial, timely, and aligned with policy requirements. 

Support may include assistance related to: 

• Assessing complaints and determining whether they meet the jurisdiction and threshold of the policy, including, upon request, completing a preliminary assessment and providing a briefing note for the decision-maker’s consideration. The decision-maker retains full authority and responsibility for determining how to proceed with the complaint; 

• Where investigation services are requested, conducting an internal triage review to determine whether the complaint can be assigned to a CMO investigator, internal investigator outside of the CMO, or an external third-party investigator; 

• Supporting the use of internal or external investigative resources, including sharing templates and tools with internal investigators outside of the CMO, and, where external investigators are engaged, facilitating introductions and providing procedural liaison support for process-related questions during the investigation; 

• Navigating complex procedural or process questions that arise during a complaint process, including clarification of roles, responsibilities, and policy requirements. 

Detailed guidance, tools, and templates are shared directly with decision-makers and investigators as appropriate. 

The services of the Conflict Management Office (CMO) are available to any member of the university community to discuss concerns in confidence. Appointments are not necessary, although recommended. Individuals are welcome to bring friends or colleagues with them during office visits.

During an initial meeting, CMO staff will listen to your concerns and provide information on possible options and resources. After this initial meeting, individuals may wish to access some of the specific services offered by the office ranging from one-on-one coaching and resolution support, to third party dispute resolution processes (for example mediation and group facilitation).

Contact:
Jeremy de Boer