I often hear people say "I don't like conflict. I want to avoid it”, or “I don’t want to hear about it".

When conflict arises, we often see it as a failure. In such cases, it is worth asking ourselves whether the conflict could have been avoided and whether the early warnings or “weak signals” should have been taken seriously, according to the old adage: “prevention is better than cure”.

For example, what should we do if we have the feeling that a colleague is not his or her usual self? Do nothing, wait and see, rather than risk causing offence? That’s the last thing we should do! On the contrary, it’s better to start a conversation immediately by asking a question that allows the person to speak up if they want to. "I have the impression that all is not well at the moment" or "It seems to me that..." are good starting points for more open communication.

Communication is frequently perceived as being top-down but, more often than not, the problem experienced by those who consult the Ombud is "I'm not being listened to". This tells us that bottom-up communication (where supervisees share their experience with their manager) is just as important, if not more so.

There’s no magic solution: the manager must reach out to the team and open the door to discussion. Micro-actions, such as a simple "How are you doing?", a few minutes for a catch-up several times a week rather than an hour every month or initiating a discussion about the quality of work, can resolve very small problems as well as more thorny issues. Above all, such actions show an interest, which is the most important lever when it comes to recognition.

The role of the Ombud is not to judge or decide, but to offer a neutral listening space, free from hierarchical issues, where everyone can explore the options available to them in complete safety.

If you would like to discuss this topic or find out how to deal with a particular situation, please contact me. As Ombud, my main task is to provide a non-official channel for conflict resolution, as well as to give impartial help and advice. My role is also to offer my opinion on the implementation of the Code of Conduct.

Thank you for your attention, and see you soon!

Marie-Luce Falipou

The Ombud is available from Monday to Friday in Office 500/1-004 on the Meyrin site. To make an appointment, in person or online, contact me at ombuds@cern.ch

To find out more, check out the website https://ombuds.web.cern.ch