{"id":901,"date":"2021-10-28T03:19:28","date_gmt":"2021-10-28T03:19:28","guid":{"rendered":"https:\/\/mitmgmtfaculty.mit.edu\/mrowe\/?page_id=901"},"modified":"2024-03-07T21:37:33","modified_gmt":"2024-03-07T21:37:33","slug":"icms","status":"publish","type":"page","link":"https:\/\/mitmgmtfaculty.mit.edu\/mrowe\/icms\/","title":{"rendered":"Integrated Conflict Management Systems (ICMS) and the Organizational Ombuds\u2019 Role Therein"},"content":{"rendered":"<div id=\"pl-901\"  class=\"panel-layout\" ><div id=\"pg-901-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-901-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-901-0-0-0\" class=\"so-panel widget widget_mit-pf-wysiwyg widget_mit_pf_wysiwyg panel-first-child panel-last-child\" data-index=\"0\" ><div class=\"textwidget\"><p>This page includes articles (from 1980 to the present, in reverse chronological order) about conflict management system (CMS) design. Taken together, the elements of a well-designed CMS provide sturdy support for orderly and constructive \u201cvoice\u201d for every person who works in an organization. A systems approach helps an organization manage risk by providing each constituent with options for dealing with unacceptable behavior or offering new ideas. That is, by reducing the risk a member of the organization faces when speaking up about unacceptable behavior or suggesting new ideas, the organization will be more likely to have the information it needs to manage its own risks. Topics include:<\/p>\n<p style=\"padding-left: 80px\"><strong>\u00bb<\/strong> provision of both informal and formal options\u2014for all employees and managers and other constituents\u2014to raise any work-related concern;<\/p>\n<p style=\"padding-left: 80px\"><strong>\u00bb<\/strong> the need for a <em>choice<\/em> of options about most concerns, with <em>multiple access points<\/em> for complainants;<\/p>\n<p style=\"padding-left: 80px\"><strong>\u00bb<\/strong> the importance of providing a <em>zero-barrier<\/em> option in the CMS (such as an organizational ombuds) to reduce the risks that members of the organization (including bystanders) may face in raising concerns and good ideas;<\/p>\n<p style=\"padding-left: 80px\"><strong>\u00bb<\/strong> a self-help guide for ombuds office constituents (including bystanders) about how to consider taking action about harassment, abuse, and bullying;<\/p>\n<p style=\"padding-left: 80px\"><strong>\u00bb<\/strong> coordination of the informal and formal complaint-handling options provided by various organizational structures in an <em>integrated<\/em> conflict management system (ICMS);<\/p>\n<p style=\"padding-left: 80px\"><strong>\u00bb<\/strong> an example of an informal coordination structure (\u201cPortia\u201d) for an ICMS; and<\/p>\n<p style=\"padding-left: 80px\"><strong>\u00bb<\/strong> ideas about how to analyze the functions provided in an existing conflict management system by various offices and line management.<\/p>\n<hr \/>\n<ul>\n<li><a href=\"https:\/\/www.ombudsassociation.org\/assets\/docs\/JIOA_Articles\/JIOA-2023-F-Special-Edition.pdf\" target=\"_blank\" rel=\"noopener\">\u201cConsider Generic Options When Complainants and Bystanders Are Fearful.\u201d<\/a>\u00a0Rowe, Mary.\u00a0<em>Journal of the International Ombudsman Association\u00a0<\/em>Vol. 16, No. 2 (Mary Rowe special issue, 2023-2024). (<em>Note: a generic option is one where an <\/em>issue<em> can be addressed without naming or involving the <\/em>individuals<em> involved in a concern.<\/em>)<\/li>\n<li>\u201cBystanders: \u2018See Something, Say Something\u2019 Is Not Enough.\u201d Rowe, Mary P.\u00a0<em>Alternatives to the High Cost of Litigation<\/em>\u00a0Vol. 39, No. 10 (November 2021): 153-165.\u00a0<em>(Note: This article is an expansion of\u00a0<a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=6080\" target=\"_blank\" rel=\"noopener\">\u201cSupporting Bystanders: See Something, Say Something is Not Enough.\u201d<\/a>\u00a0Rowe, Mary. MIT Sloan Working Paper 5897-20. Cambridge, MA: MIT Sloan School of Management, January 2020. The article\u00a0<\/em><em>discusses the need for a zero-barrier office in a CMS to make it less risky for bystanders to offer information in serious cases.)<\/em><\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=7977\" target=\"_blank\" rel=\"noopener\">\"If You Have Been Harassed or Bullied: Some Ideas to Consider<\/a><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents?DocumentID=4594\">.\"<\/a> Rowe, Mary. MIT Sloan Working Paper 5388-18. Cambridge, MA: MIT Sloan School of Management, September 2021.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=5413\" target=\"_blank\" rel=\"noopener\">\u201cA Questionnaire for Analyzing your Conflict Management System Based on the Functions Needed in a Conflict Management System.\u201d<\/a> Rowe, Mary P. <em>(Note: There are also two related tables (each called Analyzing Your Conflict Management System) that will help in this analysis of your organizational system: there is <\/em><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=4002\" rel=\"noopener\"><em>a representative table<\/em><\/a><em> and <\/em><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=4001\" target=\"_blank\" rel=\"noopener\"><em>a table with blanks to fill in<\/em><\/a><em>.)<\/em><\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=4004\" target=\"_blank\" rel=\"noopener\">\"Organizational Ombudsman.\"<\/a>\u00a0Rowe, Mary, and Randy Williams. In\u00a0<em>Cutting Edge Advances in Resolving Workplace Disputes<\/em>, 97-111.\u00a0New York, NY: The International Institute for Conflict Prevention and Resolution,\u00a02014. <em>(Note: This chapter includes a table comparing the ombuds office with other offices in an organization.)<\/em><\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=4003\" target=\"_blank\" rel=\"noopener\">\u201cThe Organizational Ombudsman.\u201d<\/a>\u00a0Rowe, Mary and Howard Gadlin. In <em>The Oxford Handbook of Conflict Management in Organizations<\/em>, edited by William K. Roche, Paul Teague, and Alexander J.S. Colvin. Oxford University Press, 2014.<\/li>\n<li><a href=\"https:\/\/mitsloan-php.s3.amazonaws.com\/wp-faculty\/sites\/84\/2023\/07\/20193153\/Mary-Rowe-Portia-article-from-Journal-of-California-Caucus-of-College-and-University-Ombuds.2013.pdf\" target=\"_blank\" rel=\"noopener\">\u201cPortia: It is Not a \u2018Crisis Committee,\u2019 But One Might Want a \u2018Portia\u2019 Anyway.\u201d<\/a>\u00a0Rowe, Mary. <em>Journal of the California Caucus of College and University Ombuds<\/em> Vol. 10, Issue 1 (2013): 22-27.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents?PublicationDocumentID=7803\" target=\"_blank\" rel=\"noopener\">\"An Organizational Ombuds Office In a System for Dealing with Conflict and Learning from Conflict, or \u2018Conflict Management System.'\"<\/a>\u00a0 Rowe, Mary. <em>Harvard Negotiation Law Review<\/em>\u00a0Vol. 14 (2009): 279-288.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=7802\" target=\"_blank\" rel=\"noopener\">\u201cSystems for Dealing with Conflict and Learning from Conflict\u2014Options for Complaint-Handling: An Illustrative Case.\u201d<\/a>\u00a0Bloch, Brian, David Miller, and Mary Rowe.\u00a0<em>Harvard Negotiation Law Review<\/em>\u00a0Vol. 14 (2009): 239-247.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=7804\" target=\"_blank\" rel=\"noopener\">\u201cOrganizational Systems for Dealing with Conflict &amp; Learning from Conflict: Introduction.\u201d<\/a>\u00a0Rowe, Mary.\u00a0<em>Harvard Negotiation Law Review<\/em>\u00a0Vol. 14 (2009): 233-239.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=5397\" target=\"_blank\" rel=\"noopener\">\u201cDealing with\u2014or Reporting\u2014\u2018Unacceptable\u2019 Behavior\u201d (PDF).<\/a>\u00a0Rowe, Mary, Linda Wilcox, and Howard Gadlin. <em>Journal of the International Ombudsman Association <\/em>Vol. 2, No. 1 (Winter 2009). <em>(Note: This article includes a discussion of the myriad reasons why people hesitate to act.)<\/em><\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=4882\" target=\"_blank\" rel=\"noopener\">\"Comment\u201d in \u201cWhy Didn\u2019t We Know?\"<\/a>\u00a0Hasson, Ralph<em>. Harvard Business Review<\/em> Vol. 85, No. 4 (April 2007): 42.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=7878\" target=\"_blank\" rel=\"noopener\">\"Workplace Justice, Zero Tolerance, and Zero Barriers.\"<\/a>\u00a0Rowe, Mary and Corinne Bendersky. In <em>Negotiations and Change: From the Workplace to Society<\/em>, edited by Thomas A. Kochan and David B. Lipsky, 117-138. Ithaca, NY: Cornell University Press, 2003. (<em>Note:<\/em> <em>This article explains why zero tolerance policies sharply increase the need for a zero-barrier office<\/em>.)<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=3981\" target=\"_blank\" rel=\"noopener\">\u201cDesigning Integrated Conflict Management Systems:\u00a0 Guidelines for Practitioners and Decision Makers in Organizations.\u201d<\/a>\u00a0Society of Professionals in Dispute Resolution ADR in the Workplace Initiative\u00a0Committee. Members: Ann Gosline, Co-Chair; Lamont Stallworth, Co-Chair; Myrna C. Adams; Notman Brand; Cynthia J. Hallberlin; Carole Schneider Houk; David B. Lipsky; Jennifer Lynch; Nancy E. Peace; Mary Rowe; and Anne\u00a0Thomas. <em>Cornell Studies in Conflict and Dispute Resolution<\/em>, No. 4. Ithaca, NY: Cornell\/PERC Institute on Conflict Resolution and Washington, DC: Association for Conflict Resolution.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=7798\" target=\"_blank\" rel=\"noopener\">\"Dispute Resolution in the Non-union Environment: An Evolution Toward Integrated Systems for Conflict Management?\"<\/a>\u00a0Rowe, Mary. In <em>Workplace Dispute Resolution<\/em>, edited by Sandra Gleason, 79-106. \u00a0East Lansing, MI: Michigan State University Press, 1997.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=7879\" target=\"_blank\" rel=\"noopener\">\"An Effective, Integrated Complaint Resolution System.\"<\/a>\u00a0Rowe, Mary. P. In <em>Sexual Harassment on Campus: A Guide for Administrators, Faculty, and Students<\/em>, edited by Bernice R. Sandler and Robert J. Shoop, \u00a022-49. Boston, MA: Allyn &amp; Bacon, 1996.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=7872\" target=\"_blank\" rel=\"noopener\">\"Dealing with Harassment: A Systems Approach.\"<\/a>\u00a0Rowe, Mary P. In <em>Sexual Harassment: Perspectives, Frontiers, and Response Strategies<\/em>, edited by Margaret S. Stockdale, 241-271. Thousand Oaks, CA: Sage Publications, 1996.<\/li>\n<li><a href=\"https:\/\/onlinelibrary.wiley.com\/share\/3ZJYGXXXJQUCUTHNIYP9?target=10.1111\/j.1571-9979.1993.tb00703.x\">\u201cThe Post-Tailhook Navy Designs an Integrated Dispute Resolution System.\u201d\u00a0<\/a>Rowe, Mary P. <em>Negotiation Journal<\/em> Vol. 9, No. 3 (July 1993): 207-213.<\/li>\n<li><a href=\"https:\/\/www.dropbox.com\/s\/ayp3evybrdvwsjy\/Rowe_Media_1993_%20Effort%20Commended%20by%20Navy.pdf?dl=1\" target=\"_blank\" rel=\"noopener\">\"Rowe Effort Commended by Navy.\"<\/a>\u00a0Ball, Charles H. MIT Tech Talk, February 3, 1993.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=9397\" target=\"_blank\" rel=\"noopener\">\u201cOptions and Choice for Conflict Resolution in the Workplace.\u201d<\/a> Rowe, Mary P. \u00a0In\u00a0<em>Negotiation Strategies for Mutual Gain: The Basic Seminar of the Program on Negotiation at Harvard Law School<\/em>, edited by Lavinia Hall, 105-119. Thousand Oaks, CA: Sage Publications, 1993. <em>(Note: This chapter focuses on the need for providing choices for complainants.)<\/em><\/li>\n<li><a href=\"https:\/\/onlinelibrary.wiley.com\/share\/P5K3CZSTKDUYADSQHWEX?target=10.1111\/j.1571-9979.1991.tb00630.x\" target=\"_blank\" rel=\"noopener\">\u201cThe Ombudsman's Role in a Dispute Resolution System.\"<\/a> Rowe, Mary P. <em>Negotiation Journal<\/em> Vol. 7, No. 4 (October 1991): 353-361. <em>(Note: This article includes a discussion of whether \u201can ombuds has any power.\u201d)<\/em><\/li>\n<li><a href=\"https:\/\/onlinelibrary.wiley.com\/share\/AXD45TRZNDQNQFIRJEW6?target=10.1111\/j.1571-9979.1990.tb00566.x\" target=\"_blank\" rel=\"noopener\">\u201cPeople Who Feel Harassed Need a Complaint System with Both Formal and Informal Options.\u201d<\/a>\u00a0Rowe, Mary P.\u00a0 <em>Negotiation Journal<\/em> Vol. 6, No. 2 (April 1990): 161-172<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=7793\" target=\"_blank\" rel=\"noopener\">\"The Ombudsman as Part of a Dispute Resolution System.\"<\/a>\u00a0Rowe, Mary P. Delivered at a Society of Professionals in Dispute Resolution (SPIDR) workshop, 1990.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents?PublicationDocumentID=4000\" target=\"_blank\" rel=\"noopener\">\u201cIn Pursuit of Justice.\u201d<\/a> Rowe, Mary P. Review of <em>Justice on the Job: Resolving Grievances in the Non-Union Workplace<\/em>, by David Ewing. <em>Sloan Management Review<\/em> Vol. 32, No. 1 (Fall 1990): 97-99.<\/li>\n<li><a href=\"https:\/\/onlinelibrary.wiley.com\/share\/8TR8KZ3FMTVXIWVCYVRQ?target=10.1111\/j.1571-9979.1989.tb00508.x\" target=\"_blank\" rel=\"noopener\">\u201cDisputes and Conflicts inside Organizations: A Systems Approach.\u201d <\/a>Rowe, Mary P.<em> Negotiation Journal<\/em> Vol. 5, No. 2 (April 1989): 149-157.\u00a0<em>(Note: This is a review of five books.)<\/em><\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=3980\" target=\"_blank\" rel=\"noopener\">\"Organizational Response to Assessed Risk: Complaint Channels.\"<\/a>\u00a0Rowe, Mary P. In the Program Record of the 1988 IEEE Electro\/88 Conference, Boston, MA, May 1988.<\/li>\n<li><a href=\"http:\/\/doi.org\/10.1002\/alt.3810020407\" target=\"_blank\" rel=\"noopener\">\"The Non-Union Complaint System at M.I.T.: An Upward-Feedback Mediation Model.\"<\/a>\u00a0Rowe, Mary P. <em>Alternatives to the High Cost of Litigation<\/em> Vol. 2, No. 4 (April 1984): 10-18. \u00a0Reprinted in Riskin, Leonard L. and James E. Westbrook,\u00a0<em>Dispute Resolution and Lawyers<\/em>, 392-404. St. Paul, MN: West Publishing, 1987. Also found in Westin, Alan F. and Alfred G. Feliu,\u00a0<em>Resolving Employment Disputes Without Litigation<\/em>. BNA, 1988.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=3994\" target=\"_blank\" rel=\"noopener\">\u201cAre You Hearing Enough Employee Concerns?\u201d (PDF)<\/a> \u00a0Rowe, Mary P. and Michael Baker. <em>Harvard Business Review<\/em> Vol. 62, No. 3 (May-June 1984): 127-136. <em>(Note: This article provides an overview of non-union complaint systems in the US.)<\/em><\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=7792\" target=\"_blank\" rel=\"noopener\">\"Dispute Resolution in Scientific Settings: A Systems Approach.\"<\/a>\u00a0Rowe, Mary P. Speech prepared for the AAAS in May 1984, in a book by Michael Baker on\u00a0Scientific and\u00a0Technical Dispute Resolution,\u00a0an edited volume of proceedings.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=7791\" target=\"_blank\" rel=\"noopener\">\"The Non-Union Grievance Procedure at MIT: An Upward-Feedback Mediation Model.\"<\/a>\u00a0Draft. Rowe, Mary P. and Clarence G. Williams, November 1980. <em>(Note: This was one of the earliest articles about conflict management systems.)<\/em><\/li>\n<\/ul>\n<p style=\"text-align: center\"><a href=\"http:\/\/mitmgmtfaculty.mit.edu\/mrowe\/icms#top\"><span class=\"style13\"><strong>Back to Top<\/strong><\/span><\/a>\u00a0 \u00a0 | \u00a0\u00a0 <a href=\"http:\/\/mitmgmtfaculty.mit.edu\/mrowe\/research\"><span class=\"style13\"><strong>Back to Main Research Page<\/strong><\/span><\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>This page includes articles (from 1980 to the present, in reverse chronological order) about conflict management system (CMS) design. Taken together, the elements of a well-designed CMS provide sturdy support for orderly and constructive \u201cvoice\u201d for every person who works in an organization. A systems approach helps an organization manage risk by providing each constituent [&hellip;]<\/p>\n","protected":false},"author":38,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"template-two-column.php","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"footnotes":""},"class_list":["post-901","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.0 (Yoast SEO v25.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>MIT Sloan Faculty: Mary Rowe | Integrated Conflict Management Systems<\/title>\n<meta name=\"description\" content=\"This page includes articles (from 1980 to the present, in reverse chronological order) about conflict management system (CMS) design.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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