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West Midlands Police
Our vision is to reduce crime and disorder and make our communities feel safer
“what the world really needs is more love and less paperwork” Pearl Bailey
Conflict Resolution at West Midlands Police
West Midlands Police
Our vision is to reduce crime and disorder and make our communities feel safer
• 7995 Police Officers• 3532 Police Staff, 730 PCSOs• 578 Special Constables• 10 LPUs/18 depts • 31% work shifts, 16% are flexible workers• 59% male, 41% female • 90% of the force non BME, 10% BME • covering 348m2, population 2.6m, 18% BME
West Midlands Police
Our vision is to reduce crime and disorder and make our communities feel safer
“People join the police servicefor vocational reasons. They want to serve the public and do a good job. It is about creating a climate that allows them to do that.”
(Birmingham Mail 1 June 2010)
West Midlands Police
Our vision is to reduce crime and disorder and make our communities feel safer
robust and intrusive
Or oremotional
intelligence
West Midlands Police
Our vision is to reduce crime and disorder and make our communities feel safer
WMP’s Dispute Resolution options • First Contact Advisers• Mediation• People Advice and Liaison Service• Formal Resolution• Productivity and Attendance
Management• Shared Service Centre: Line Manager
Adviser Team
West Midlands Police
Our vision is to reduce crime and disorder and make our communities feel safer
West Midlands Police
Our vision is to reduce crime and disorder and make our communities feel safer
First Contact AdvisersListening → Signposting → Advice
• Started 1993• 70+ FCAs• Own steering
committee
Issues:• Equality• Diversity• Fairness• Bullying• Harassment• Discrimination
West Midlands Police
Our vision is to reduce crime and disorder and make our communities feel safer
Mediation• 18 mediators • 163 cases over 6 years• Even split male/female colleagues• Obstacles: confidentiality/impartiality,
catharsis, “right to manage”, Change• Evaluation of process and service• Assessment of outcomes and impact
West Midlands Police
Our vision is to reduce crime and disorder and make our communities feel safer
Challenges• Mediation scheme underused• Misunderstanding of the process• Mediation “imposed” by Managers• Perceptions (stigma, blame,
confidentiality, trust/confidence, buy-in)• Resilience• Communicating outcomes/needs
West Midlands Police
Our vision is to reduce crime and disorder and make our communities feel safer
West Midlands Police
Our vision is to reduce crime and disorder and make our communities feel safer
Resolution Process
Resolution Process• 2 stages• Guidance (expectations,fact finding,
handling difficult conversations, stress management, closure)
• Cooling off period• Independent adjudication
West Midlands Police
Our vision is to reduce crime and disorder and make our communities feel safer
Where did we go wrong?• Expectations/objectives• Personnel practices/policy issues• Transparency of rationales• Power of apology• Aftermath management
West Midlands Police
Our vision is to reduce crime and disorder and make our communities feel safer
Cost/Benefit analysis
• Demonstrable impartiality• Early merits assessment• Swift decision and minimal disruption• Flexible approach and creative solutions • Confidence regarding outcome• Savings → £2000-3000 per case on admin
(overall decrease 100-200% of ET costs £50k+)
West Midlands Police
Our vision is to reduce crime and disorder and make our communities feel safer
*withdrawn or dismissed
NB figures as accurate as possible
criteria for data sometimes varies 2008 2009 2010 2011
ET New Claims 27 21 9 (-6*) 20 (-5*)
Won 2 1 1 0Lost 14 4 1 1 (EAT
overturned this) Settled 7 2 2 5
Resolutions Stage 1 17 40 (10) 57Stage 2 23 10 5 3
Mediations Total 17 27 23 24Resolved 9 19 11 7Unresolved
or did not progress8 8 12 7
West Midlands Police
Our vision is to reduce crime and disorder and make our communities feel safer
“Overall, the cost of tribunal claims is significantly below the levels for the previous five years, which is especially significant considering the organisational changes taking place”
WMP Force Solicitor John Kilbey, April 2012
West Midlands Police
Our vision is to reduce crime and disorder and make our communities feel safer
• Conflict, capability, misconduct, disciplinary, whistle-blowing or “stress”
• Prevention not cure• Advocacy not therapy• Understand dynamics/clarify objectives• Challenge assumptions/self-reflection • Agree realistic strategy
People Advice and Liaison Service
West Midlands Police
Our vision is to reduce crime and disorder and make our communities feel safer
“If you want others to be happy, practice compassion. If you want to be happy, practice compassion.”
The Dalai Lama
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