Page 228 - The City and Guilds Textbook: Plumbing Book 1 for the Level 3 Apprenticeship (9189), Level 2 Technical Certificate (8202) and Level 2 Diploma (6035)

The City & Guilds Textbook: Plumbing Book 1

KEY TERM Informal counselling is one method that helps managers and supervisors to
address and manage conflict in the workplace. This may be in the form of:
Conciliation: an alternative
dispute resolution process l meetings
whereby the parties to a l negotiation/mediation sessions
dispute agree to use the l other dispute-resolving methods.
services of a conciliator, who
then meets with the parties
separately in an attempt to
resolve their differences. VALUES AND BEHAVIOURS
Collective conciliation is
when a group of employees It is important that employees know there is someone they can go to if a
is involved, and individual conflict develops. If an employee has a conflict with another member of staff,
conciliation is when there is then they should first discuss the problem with their immediate supervisor.
only one employee involved
in the dispute.

In extreme cases where the matter cannot be resolved, then mediation or union
involvement may be required (see Table 4.3).

 Table 4.3 Methods of resolving workplace conflict
Mutually agreed Recommendations Legally binding
Type of help solutions by an expert decisions Key features
Mediation (sometimes Yes Not usually, but Helps to maintain ongoing working
referred to as ‘collective parties can ask relationships.
conciliation’ when used for them Develops problem-solving skills.
with a group of employees)
Tackles conflict early.
Arbitration Yes Yes Simpler, faster alternative to tribunal
hearing (legal meeting with a judge
presiding over it).
Available only for cases involving
unfair dismissal or flexible working.
Individual conciliation Yes Yes Success rate of ACAS service: 70% of
cases settled or withdrawn before they
get to a tribunal hearing.
Often conducted on the phone:
parties may not talk to each other.

Source: Acas (2014) Advisory booklet: Managing conflict at work

KEY TERM In the plumbing industry, workplace conflicts can usually be resolved by the
Joint Industry Board (JIB), thus avoiding the need to approach the Advisory,
Advisory, Conciliation and Conciliation and Arbitration Service (ACAS) in all but the most severe disputes.
Arbitration Service (ACAS):
an organisation that provides
free and impartial information The effects of poor communication at work
and advice to employers and The effects of poor communication can be extremely harmful to both
employees on all aspects businesses and personnel. If poor communication exists, then goals will not be
of workplace relations and
employment law. achieved and this could develop into problems within the company. It can lead
to de-motivation of the workforce and the business will not function as a unit.
The effects are obviously negative:
l employees become mistrustful of management and, often, one another
l employees argue and reject their manager’s opinions and input

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