Integrated conflict management

An integrated conflict management model links rights-based formal procedures with alternative dispute resolution models through strong interactive problem solving.

The people directly involved in the dispute should be actively encouraged and supported to take responsibility for managing their own issues.

Integrated conflict management model

integrated conflict management


As the image above shows, an integrated model is underpinned by strong collaborative intake assessment (triage) when disputes are raised. It encourages alternative dispute resolution which has a strong focus on the interests and needs of the parties concerned. It has a place for formal grievance processes — but uses them for specific disputes suited to formal complaints, or as a safety net.


Two core characteristics of an integrated conflict management model are recommended in addressing a conflict situation:

  • Identifying the root causes of problems in addition to symptoms, and sharing this information to create change
  • Using alternative dispute resolution methods that preserve workplace relationships by,
  • Addressing the needs and interests of the people involved; and
  • Encouraging self-resolution (with support), rather than emphasizing a formal arm’s length approach.