SUCCESS STORIES

Real Stories, Real Results: How Conflict Resolution Drives Success

Explore Real-world success stories where businesses have turned workplace challenges into opportunities-achieving measurable improvements in productivity, retention,  and team performance.

• 
  Industry:

  Healthcare

  JAMS Pathways Program Duration:

  6 months
• 

  The Problem

  Team members alleged bullying and harassment and disagreed about how management handled past incidents. The unresolved situation resulted in low morale, an unhealthy work culture, lack of trust and increased employee turnover.
  
• 

  Pathways' Solution

  A customized, multi-phased facilitation program

   

  Voluntary, confidential interviews with team members to understand the core issues and culture.

  Designed a custom plan to create psychological safety and engage everyone in finding a solution.

  Workshops consisting of instruction, skill-building and discussion focused on the core issues as gleaned from the interviews. Team members practiced tools to navigate difficult conversations so a restorative process could begin. A rejuvenated staff engaged in problem-solving sessions that resulted in concrete steps to correct past problems and set a course for a brighter future.

  Facilitated conversations to rebuild trust and repair relationships among colleagues and the constituencies they serve. Public commitment to the agreements reached during the prior step.

  
• 

  The Results

  • Repaired trust

  • Rebuilt relationships

  • Bullying and harassment replaced with mutual respect

  • More productive work environment

  

• 
  Industry:

  Higher Education

  JAMS Pathways Program

  8 months
• 

  The Problem

  New leadership inherited a culture of conflict between existing leaders and team members. Lacking confidence and trust that new leaders would improve the work environment, team members became disengaged, putting the organization’s mission at risk.
  
• 

  Pathways' Solution

  A customized, multi-phased facilitation program

   

  Voluntary, confidential group meetings, one-on-one interviews with leadership and team representatives, and review of documents and emails uncovered core issues and revealed possible obstacles to progress.

  Designed a custom plan to improve communications, including training needed, key participants in conversations and sequence of events.

  In-person and virtual workshops laid the foundation for facilitated conversations by building the skills to have difficult conversations, navigate differences and move forward productively. Using those skills, facilitated conversations, acknowledged leadership mistakes and discussed how to move forward. By involving leadership and team members in a collaborative process, we created a safe environment to resolve current issues and prevent new ones.

  Participants reflected on their JAMS Pathways journey and prepared for a new beginning. A final report included lessons learned, key takeaways and a roadmap for the future.

  
• 

  The Results

  • A safe environment to discuss difficult issues

  • Trust in new leadership

  • A rejuvenated team ready to focus on their mission

  

• 

  Industry:

  Government

  JAMS Pathways Program Duration:

  Two days training plus advance conversations
• 

  The Problem

  Transportation authority requested conflict resolution and communication skills training for team with complex personalities, biases, generational differences and DE&I issues.
  
• 

  Pathways' Solution

  Two-day training program

   

  Voluntary, confidential conversations with team leaders about specific situations, concerns and goals.

  Designed a custom, interactive two-day workshop using real and hypothetical situations.

  Through instruction and role-playing scenarios, employees learned skills to communicate and resolve conflicts with people with different communication styles and life experiences.

  Debrief and discussion between JAMS and company representatives regarding how to make the changes more permanent.

  
• 

  The Results

  • Improved collaboration

  • Better productivity

  • Bullying and harassment replaced by respect

  • An open and inclusive workplace

  

• 

  Industry:

  Insurance

   JAMS Pathways Program Duration: -

  Two to three weeks of preparation followed by one day of training
• 

  The Problem

  The organization requested training to help team members enhance communication and address escalated conflicts and a lack of knowledge on about how to handle difficult conversations.
  
• 

  Pathways' Solution

  One-day training program

  Meetings with team leaders to discuss their needs plus a voluntary, anonymous and confidential survey to gain insight into participants’ current challenges.

  Designed a one-day custom training session to fit the client’s needs.

  On training day, a morning session introduced tools, tips and techniques for difficult conversations. The afternoon session put these into practice through roleplaying scenarios.

  
• 

  The Results

  • Increased confidence

  • Stronger skills

  • Team empowered to manage challenges

  

• 

  Industry

  Federal Government

  JAMS Pathways Program Duration:

  A training program spanning several days, including preparation time
• 

  The Problem

  A federal agency sought training in dispute resolution, mediation and negotiation to enhance the professional skills of its team and boost their confidence when mediating.
  
• 

  Pathways' Solution

  A training program spanning several days, including preparation time

  Understanding the Needs: Leadership meetings were conducted to discuss challenges and expectations.

  Curriculum Design: A custom, multi-day interactive training program was developed to meet client expectations, featuring the following curriculum:

  • Fundamentals of interest-based negotiation and how these lessons apply to mediation

  • Techniques for setting the stage for productive mediation, with a focus on the importance and methods of thorough preparation

  • Methods to maximize the mediation process, from initial stages through bargaining and evaluating options

  • Strategies for the final phases of mediation, including late-stage tactics, common pitfalls to avoid and settlement strategies

  Interactive Training: The Pathways team delivered instructions and introduced tools, tips and techniques for effective mediation and negotiation. The training included facilitated group discussions and experiential learning through the fishbowl technique and role-playing scenario

  
• 

  The Results

  • The training program was designed not merely for skill development, but to foster a culture of understanding and effective communication within the agency. Feedback underscored the program’s effectiveness in equipping the team with the necessary skills and confidence for real-world application

  • Participants built a robust foundation in mediation and negotiation principles, enriched by the trainers' extensive experience.

  • The team gained confidence in their capabilities to lead a mediation efficiently.

  • The interactive approach of the training facilitated hands-on learning, which was particularly beneficial during breakout sessions.

  • Active participation in mediation practice provided a realistic preview of actual mediation scenarios.

  

• 

  Industry

  Higher Education

  JAMS Pathways Program Duration:

  1 month
• 

   The Problem

  A conflict involving two counselors at a higher education institution prompted leadership to request a facilitated dialogue aimed at resolving the issue and paving the way for effective future collaboration.
  
• 

  Pathways' Solution

  A customized, multi-phased facilitation program spanning one month

  Needs Assessment
  The facilitator met with leadership to discuss their needs and the desired outcomes.

  Individual Consultations
  The facilitator met individually with each counselor to understand their perspectives on the conflict and to discuss the best-case scenario for moving forward.

  Following these meetings, the facilitator brought the parties together, creating a safe space for them to discuss the conflict and its impact on their work mission, work environment and mental heal

  
• 

  The Results

  • Conflict Resolution: The dispute was fully resolved.

  • Agreed Practices: Both parties agreed on a set of working practices to ensure smooth collaboration and prevent misunderstandings, such as turning on cameras during video calls and holding specific meetings with agreed-upon stakeholders.

  • Action Plan: Leadership received an action plan that the counseling department wished to implement moving forward.

  • Renewed Focus: The counseling department was able to return its focus to its core mission of assisting students.

  

• 

  Industry:

  Healthcare

  JAMS Pathways Program Duration:

  A multi-day training meeting the specific needs of leadership and trainees
• 

  The Problem

  Department director with responsibility for diversity, equity and inclusion (DEI) for a public research university hospital sought two training sessions with topics including DEI, bias, difficult conversations, providing feedback and psychological safety.
  
• 

  Pathways' Solution

   Meetings with department leadership to discuss existing challenges and identify areas of improvement.

  Designed a two-day interactive training to fit client needs within the delivery of healthcare.

  The Pathways team provided instruction and introduced tools, tips and techniques for mediation and negotiation. The team also facilitated group discussions and learning using role-playing scenarios allowing trainees to apply skills to their daily work.

  
• 

  The Results

  • Participants engaged in deep discussion about policies and procedures that impacted underrepresented minorities.

  • Revised structures for input from diverse candidates and residents were instituted because of the progress attained during the sessions.

  • Leadership began a process of changing procedures for scheduling time between leaders and subordinates within the department.

  

Why JAMS Pathways?

We are part of JAMS, the world’s leading private provider of alternative dispute resolution services. We bring decades of experience and success in dispute resolution and conflict prevention.