The supervisor will investigate the merits of the

- The supervisor will investigate the merits of the conflict resolution request or complaint. The
supervisor will consult with a Human Resources representative and other relevant individuals,
if necessary.
- The supervisor will complete the investigation and prepare a written response.
- If the employee agrees with the recommended plan of action, the supervisor will send a copy
of the signed reply to Human Resources for inclusion in the employee’s personnel file.
- If the conflict or complaint has not been resolved to the employee’s satisfaction, the
supervisor will forward the complete file to the next level of management.
- The next level of management will investigate any relevant issues in the file and afterwards
will forward a response to the employee either concurring with the previous resolution or
proposing an alternative resolution.
- If the complaint has not been resolved, the employee can request the complaint be
investigated by the most senior executive. The decision and recommendations made by the
most senior executive will be final.
Responsible department for conflict resolution:
- Human Resources
- Boards of Directors
- Compliance and Governance
Leadership & Diversity, Assessment No.2 v2 Last updated on 11/06/2019 by MM Page 32

T-1.8.1_v3
7B. Now that you implemented strategies, processes & systems to tackle workplace
difficulties, you have addressed the workplace difficulties. You are, however, thinking of
creating an action plan to address difficulties and provide guidance to individual cases such
as the one below.
Scenario: Ahmed works as the senior baker in one of the stores. Based on Ahmed’s history of
employment over the last ten years, he has been quite reliable, never late (except medical reasons)
and gives 100% on the job. Ahmed has also received numerous “Employee of the Month” awards. In
the last year the store has appointed a new store manager named Boris who likes to boss around and
use authoritarian management style but is not specifically biased. When the Baking Supervisor left the
job, Ahmed asked Boris for a promotion but the store manager is refusing to provide him with a
definitive answer. This has been going on for 3 months and the store is still left without a banking
supervisor. Ahmed has now filed a conflict resolution application to the head office. When contacted
with the Boris, he mentioned that he is still observing for the right person internally to promote but at
the same time also looking for an experienced supervisor to hire from outside.
You have now decided that you will work on this conflict resolution template for the workplace and
provide guidance, support and resolution through this conflict resolution action plan template. Please
complete the template and provide your guidance on this situation.
CONFLICT RESOLUTION ACTION PLAN TEMPLATE
Participants
1. Identify the participants in the conflict and what you hope to achieve.