Nomination Description

The Consortium on Negotiation and Conflict Resolution (CNCR) is a conduit for information and communication concerning conflict management for the University System of Georgia (USG). The CNCR is the technical consultant to the Chancellor’s Advisory Committee on ADR (Alternative Dispute Resolution), and has developed outreach, procedures, and training for each of the 35 universities and colleges within the system, helping to implement responsive alternatives to conflict.

The Consortium has a structured approach to forming committees on each campus, educating and training liaisons for system-wide response, assessing environments and suggesting cost-efficient and time relevant solutions, recommending improvements, implementing and marketing programs, and building support from key constituents.

Liaisons from each of the 35 campuses:

 provide/coordinate on-going education and training in CM theory, design and skills;  disseminate information received from the CNCR and the ADR Advisory Committee;  conduct periodic evaluations of CM program/services;  review campus policies to assure integration of ADR;  determine ways to accomplish all goals of the Initiative on their campus; and,  when referring personnel to the System-wide Mediation Program, handle all logistics of mediation.

The CNCR staff, including its Director, Associate Director, and Director of Research is at all times courteous, helpful, and supportive to the network of liaisons in the system. The knowledge of ADR, their association memberships and reciprocal work, and their training throughout the world has established Georgia as a leader for resolution of conflict through mediation and alternative methods.

Accomplished goals of the initiative include:

 Establishing a System-wide conflict resolution program that maximizes collaborative resources and guidance for institutional processes and practices, which are developed for and well integrated into the particular institutional culture of each campus;  Decreasing the reliance on adversarial processes, such as formal grievances and appeals and courtroom litigation, both within the System and in its dealings with other persons and agencies;  Achieving timely, equitable, and satisfactory resolutions at the lowest possible level within the System and at its institutions in the most efficient and cost- effective manner commensurate with the interests and rights of all concerned and reduce conflict recurrence while anticipating and responding to future conflicts;  Making the institutional environment for students, faculty and staff more protective of human dignity and trust, more respectful of the value of conflict, and more effective in fostering communication and community; and  Making the University System of Georgia an exemplar and nationally recognized leader in the development of alternative dispute resolution for higher education. Tell us about your team’s outstanding customer service accomplishments. Please include information relating to the customer service attributes listed.

. Courteous: Greet the customers promptly and courteously. . Helpful: Honor your commitments in a timely manner. . Accessible: Listen to the customers with respect. Be polite. Focus on their perspective. . Responsive: Own the customer’s issue. . Knowledgeable: Provide accurate and up-to-date information.

Of particular service to the initiative are the staff of the CNCR. Each is an accessible member of the team, prompt in their response to help, courteous and respectful to the range of diverse personnel employed in higher education in our state, and knowledgeable of best practices in the areas of conflict management and resolution. They collaborate across the world, and have implemented mediation for universities in Poland, Scotland, and the United Kingdom. Their primary accomplishment is that they have institutionalized the conflict management initiative in our large state system, giving the critical leadership needed for sustainability.

Doug Yarn, Executive Director of CNCR, and law professor at Georgia State, is the architect of the initiative. His guidance and leadership have encouraged the growth and acceptance of Alternative Dispute Resolution as a means to resolve work place conflict.

Lin Inlow, Director of Education and Mediation, mediates disputes, coordinates outreach, designs conflict management systems, and has instructed over 500 liaisons/mediators. She was a facilitator of a working group on conflict resolution education at the United Nations. Lin is a constant source of advice, always brings a professionalism and sincere concern to her work, and continues to research areas of leadership and conflict.

Diadra Dorsey, Associate Director for the CNCR, coordinates training, schedules events, and accomplishes all on-site customer service. She processes communication, is always helpful and prompt, and manages to problem-solve any issues that arise during the development and training of liaisons.