How can we help?

Various services are available for working through and managing conflict and are customized to meet the needs of the parties.

Group Facilitation
Customized programs designed to help groups improve problem solving and decision making, thereby enabling group effectiveness.

Meeting Facilitation
Where groups are concerned with the quality of their meetings, facilitators can positively impact meeting results by encouraging the use of improved structure and promoting open discussion.

Policy and Procedures
Trained personnel are available to assist individuals as they attempt to resolve concerns through formal and informal grievance mechanisms.

Mediation
Trained neutral facilitators provide participants with an informal, although structured, mechanism enabling participants to focus their efforts in designing mutually agreed upon outcomes.

Conciliation
Conciliation (sometimes referred to as shuttle diplomacy) is similar to mediation except that parties do not meet together. Facilitators help by bridging communication and promoting understanding. After a clearer understanding of the issues, parties are better able to work through facilitators in designing mutually acceptable outcomes. In the later stages of this process, it is possible that parties may wish to meet together.

Education and Training
The office provides customized and prepared training programs on a variety of topics including diversity, sexual harassment and conflict management. Office personnel are also available to groups or individuals requiring more specific information on human rights and conflict management.

Coaching
Coaching is available to individuals and small groups who are looking for assistance in responding to conflict. Coaches do not intervene but work one-on-one to provide a range of services from simply listening to actively planning resolution attempts. The coach's primary aim is to assist an individual with their efforts to improve a difficult situation.

Concerns related to human rights issues or workplace harassment can sometimes become overwhelming given the complexity of the issues, strong emotions and perceived costs. Conflict Management & Human Resources (CMAHRO) staff are available to meet with individuals and assist in developing an effective response. A thorough discussion of issues, policies, resources, confidentiality and outcomes can often address feelings of uncertainty.

Managers/Supervisors

A manager's or supervisor's role is extremely important in responding to human rights complaints or workplace harassment given the legislative responsibilities, potential impact and varied responses. These, combined with the relative infrequency of such complaints, can make it difficult for managers to navigate a complaint through to an effective resolution; this creates a prime opportunity for managers and supervisors to consult with CMAHRO staff.

CMAHRO acts as a primary resource providing managers and supervisors with an opportunity to discuss a variety of topics related to their role. A sampling of those topics is below:

• Issue identification
• Policy and legislative implications
• Resources and support
• Formal versus informal responses
• Confidentiality
• What's my role?
• Option development

Managers and supervisors may consider CMAHRO's Conflict Management Services when reviewing and assessing appropriate informal responses. Where an informal response to a complaint has been unsuccessful or deemed to be inappropriate, assistance with a formal investigation of a complaint ranging from one-on-one consultation to full investigation can be provided.

CMAHRO's role in an investigation is to review the issues, evidence, facts and interpretation, and potential breaches of university policy. Managers and supervisors retain the responsibility for final determination and remedy.

Education

CMAHRO staff are available to provide educational services on a variety of topics:

• Sexual harassment
• Harassment and discrimination
• Workplace harassment
• Responding to human rights complaints: supervisory responsibilities
• The Ontario Human Rights Code
• Diversity management

Educational services can be tailored to address specific concerns and can often be part of an effective response to address broader departmental / school concerns.

The services of the Conflict Management and Human Rights Office (CMAHRO) 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, CMAHRO 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