Conflict Management

Fairness check

The Fairness Triangle can help you examine a conflict from three perspectives:

• Procedural fairness: Was there a clear and fair process?
• Relational fairness: Were you treated respectfully and given understandable information?
• Substantive fairness: Was the decision or outcome reasonable?

Choosing a way forward

There is no single correct way to respond to conflict. The most appropriate option depends on the circumstances, the relationship, any power imbalance, applicable University policies, and what you hope will change.

The steps are flexible. You may move between them, return to an earlier step, or seek support before deciding whether to communicate directly.

If a University process has a deadline, protect that deadline while you explore informal options.

Preparing for a constructive conversation

If a direct conversation is appropriate, preparation can help you communicate clearly and reduce the chance of the discussion becoming more difficult.

Before the conversation

• Choose a time and setting that allows for privacy and enough time to talk.
• Identify one or two main concerns rather than trying to address every past difficulty at once.
• Separate what you observed from what you assume about the other person's intentions.
• Decide what you would like the other person to understand and what you are asking them to do.
• Consider how you will respond if the conversation becomes unproductive. It is okay to pause and return to the discussion later.

During the conversation

A simple structure is observation, impact, and request:

1. Observation: Describe the specific situation without assigning motive.
2. Impact: Explain how it affected you or the work you were trying to do.
3. Request: Ask for a clear and realistic next step.

For example:

Try to leave room for the other person’s perspective. Listening does not require you to agree. You can acknowledge what you heard, ask a clarifying question, and still explain where your understanding differs.

When a direct conversation may not be appropriate

You are not required to address every conflict directly with the other person. A direct conversation may not be appropriate when:

• You are concerned about your safety or possible retaliation.
• There is a significant power imbalance that makes direct communication difficult.
• The concern involves possible harassment, discrimination, gender-based or sexual violence, threats, or other serious conduct.
• Previous attempts to address the concern have not helped or have made the situation worse.
• Contact has been restricted, or another University process is already underway.
• A policy requires the concern to be raised with a particular person or office.

In these situations, consider seeking confidential advice before taking further action. The Conflict Management Office, the Office of the Ombudsperson, or another appropriate University resource can help you understand available options. If there is an immediate safety concern, contact emergency services or the University’s Special Constable Service.

Informal conflict-management options

Informal resolution does not mean that a concern is unimportant. It means that the people involved are exploring whether the concern can be addressed without a formal decision-making process.

Self-directed conversation

The people involved communicate directly to clarify what happened, discuss impact, and identify possible next steps. This may happen in person or in writing.

Conflict coaching

A neutral professional helps you understand the conflict, prepare for a conversation, consider different perspectives, and develop a plan. Conflict coaching does not require the other person to participate.

Facilitated conversation

A neutral person supports a structured conversation so that each participant can explain their perspective, identify concerns, and discuss possible next steps. The facilitator does not decide who is right or impose an outcome.

Mediation

Mediation is a voluntary process in which an impartial mediator helps participants communicate and explore whether they can reach a mutually acceptable agreement. The participants—not the mediator—decide whether to agree and what any agreement will include.

Formal University process

Some concerns may need to be addressed through a formal policy or procedure. A formal process may involve a written complaint or request, information gathering, an opportunity for affected people to respond, and a decision by an authorized decision-maker. The appropriate process depends on the nature of the concern.

The Ombuds Office can help you identify whether a policy may apply, but it does not receive formal complaints or make decisions for the University.

Informal and formal options: what is the difference?

Informal and formal options are not always mutually exclusive. In some situations, an informal approach can occur before or alongside a formal process. Always check the applicable policy and confirm how an informal effort may affect your rights, responsibilities, or timelines.

How the Ombuds Office can help

The Office of the Ombudsperson is independent, impartial, and confidential. We can:

• Listen to your concerns and help you identify the main issues.
• Help you understand relevant University policies, procedures, rights, and responsibilities.
• Explore informal and formal options without directing you toward a particular choice.
• Help you prepare for a difficult conversation, meeting, or written communication.
• Discuss what outcomes may be possible and reasonable.
• Consider the situation through a procedural, relational, and substantive fairness lens.
• Facilitate communication or explore mediation options.
• Refer you to the Conflict Management Office or another University resource when their services are a better fit.

We do not take sides, make findings of misconduct, impose solutions, provide legal advice or counselling, or replace the University decision-maker responsible for a formal process.