Section 01
Purpose
The purpose of this policy is to provide a clear framework for resolving conflicts in a fair, timely, and constructive manner. It is designed to ensure that any disputes or disagreements between employees, managers, or service users are managed effectively, while maintaining a positive working environment.
Section 02
Scope
This policy applies to all employees of We Are Care, including care workers, administrative staff, and managers. It covers conflicts between employees, employees and management, as well as conflicts involving service users and their families.
Section 03
Principles
- Fairness: All parties involved in a conflict will be treated fairly and impartially.
- Confidentiality: Conflict resolution processes will be conducted with discretion, and all information shared during the process will remain confidential.
- Respect: All participants in the process are expected to engage respectfully and constructively.
- Timeliness: Conflicts should be addressed promptly to prevent escalation and minimise disruption.
- Transparency: All stages of the process will be clearly communicated to the parties involved.
Section 04
Types of conflict
Conflict may arise in a variety of situations, including but not limited to:
- Interpersonal conflict between employees, such as misunderstandings or personality clashes.
- Disagreements regarding job roles, responsibilities, or performance expectations.
- Conflicts between employees and service users over the quality of care provided.
- Harassment, bullying, or discrimination.
Section 05
Informal conflict resolution
Where possible, conflicts should be resolved informally. The following steps are recommended:
- Direct discussion: Employees are encouraged to address the issue directly with the person(s) involved in the conflict. Open and honest communication is often the best way to resolve misunderstandings.
- Manager involvement: If the issue cannot be resolved through direct discussion, employees can ask their line manager or supervisor to facilitate a conversation between the parties involved.
- Mediation: If necessary, a neutral third party (such as a senior manager or external mediator) can be brought in to mediate the conflict and help the parties reach an agreement.
Section 06
Formal conflict resolution procedures
If informal efforts to resolve the conflict are unsuccessful, the following formal procedures will apply:
Submission of a formal complaint
- The employee or service user involved in the conflict can submit a formal complaint in writing to the signing director.
- The complaint should include a clear description of the conflict, the individuals involved, and any steps taken so far to resolve it.
Investigation
- An impartial investigator will be appointed to gather all relevant information. This may involve interviewing the parties involved, gathering witness statements, and reviewing relevant documentation.
- The investigator will aim to complete the investigation within 10 working days of the complaint being submitted.
Conflict resolution meeting
- Once the investigation is complete, a conflict resolution meeting will be arranged with all parties involved. During this meeting, the findings of the investigation will be discussed, and the parties will have an opportunity to express their views.
- A senior manager or the signing director will facilitate the meeting to ensure that it remains constructive and focused on finding a resolution.
Decision and outcome
- Based on the outcome of the investigation and the conflict resolution meeting, a decision will be made regarding how the conflict should be resolved.
- Possible outcomes may include mediation, adjustments to working arrangements, additional training, disciplinary action (in cases involving misconduct), or other appropriate remedies.
- The decision will be communicated to the parties involved in writing within 5 working days of the conflict resolution meeting.
Section 07
Appeals process
If any party is dissatisfied with the outcome of the formal conflict resolution process, they have the right to appeal. Appeals must be submitted in writing within 10 working days of receiving the decision. The appeal will be reviewed by a senior manager or director not previously involved in the conflict.
Section 08
Mediation
Mediation is a voluntary process where an independent mediator helps the parties in conflict reach a mutually acceptable solution. Mediation can be used at any stage of the conflict resolution process, but it is most effective when attempted early, before formal disciplinary action is considered.
Section 09
Preventing conflict
We Are Care is committed to creating a positive workplace culture where conflict is minimised. Prevention strategies include:
- Training: All employees will receive training on communication, teamwork, and conflict resolution techniques.
- Clear communication: Managers will provide clear guidance on job roles, expectations, and procedures to reduce misunderstandings.
- Regular feedback: Constructive feedback will be provided regularly to address performance issues before they escalate into conflicts.
Section 10
Confidentiality
All parties involved in the conflict resolution process are expected to maintain confidentiality. Details of the conflict and the resolution process will only be shared with those directly involved, unless disclosure is required by law.
Section 11
Record keeping
A record of all formal complaints and the steps taken to resolve them will be kept in accordance with data protection regulations (UK GDPR and DPA 2018). These records will be used to monitor trends, identify recurring issues, and improve conflict management practices.
Section 12
Monitoring and review
This policy is reviewed monthly by the Baton Care Advisory Council on the first Thursday of each month, and revised in flight whenever there are significant changes to relevant laws or best practices in conflict resolution. Feedback from employees and managers will be used to improve the policy and procedures.