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.

I HAVE A WORKPLACE CONFLICT

I WANT TO TRAIN MY TEAM

How We've Helped Resolve workplace Challenges

THE PROBLEM

Workplace training to educate team members on neurodiversity in the workplace and when interacting with customers.

PROGRAM DURATION

4 Days

ROI

$20,000

PATHWAY'S SOLUTION

Customized keynotes training across two separate training sessions with two different departments, each 2-days in duration.

RESULT

Successful training sessions

THE PROBLEM

Communication issues and frustration between owner and contract physician from owner of veterinary surgery center.

PROGRAM DURATION

1 Month

ROI

$12,000

PATHWAY'S SOLUTION

Facilitative dialogue for both individuals guided by Rich Birke.

RESULT

The owner and contract physician agreed to terminate the relationship for the best interest of the company after weeks of facilitative dialogue with Rich Birke.

THE PROBLEM

Board and Leadership communication issues, loss of trust within the organization

PROGRAM DURATION

3 Months

ROI

$37,000

PATHWAY'S SOLUTION

Phased engagement program created along with facilitative dialogue between individuals, plus training sessions in communication and conflict resolution

RESULT

Happy with results, created a better environment and more trust among organization and board members

THE PROBLEM

Workplace training to educate team members on neurodiversity in the workplace and when interacting with customers.

PROGRAM DURATION

4 Days

ROI

$20,000

PATHWAY'S SOLUTION

Customized keynotes training across two separate training sessions with two different departments, each 2-days in duration.

RESULT

Successful training sessions

THE PROBLEM

Communication issues and frustration between owner and contract physician from owner of veterinary surgery center.

PROGRAM DURATION

1 Month

ROI

$12,000

PATHWAY'S SOLUTION

Facilitative dialogue for both individuals guided by Rich Birke.

RESULT

The owner and contract physician agreed to terminate the relationship for the best interest of the company after weeks of facilitative dialogue with Rich Birke.

THE PROBLEM

Board and Leadership communication issues, loss of trust within the organization

PROGRAM DURATION

3 Months

ROI

$37,000

PATHWAY'S SOLUTION

Phased engagement program created along with facilitative dialogue between individuals, plus training sessions in communication and conflict resolution

RESULT

Happy with results, created a better environment and more trust among organization and board members

The ROI of a Positive Work Culture

Positive company culture can increase revenue by 4x.

(Source: forbes.com)

Workplace satisfaction can boost productivity by 31%.

(Source: Harvard Business Review)

A 10% increase in employee engagement can boost profits by $2,400 per employee per year.

(Source: Workplace Research Foundation)

Filter by

Bullying and Harassment

Healthcare
Leadership Change

Higher Education
Embracing Diversity

Government
De-escalating Conflict

Insurance
Mediation and Negotiation Skill Building

Federal Government
Facilitated Dialogue

Higher Education
Leadership Training

Healthcare

Healthcare

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

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

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

Insurance

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

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.

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.

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

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.

29 Global Locations

World’s largest private ADR provider

18,000 cases

44 years resolving conflict

Frequently Asked Questions

What services does JAMS Pathways offer to resolve workplace conflict?

Conflict resolution skills are the abilities one employs to address and amicably settle disagreements or resolve conflicts. They foster a productive, respectful environment where parties involved can express their viewpoints and work together towards mutually beneficial solutions. These skills include active listening, effective communication, negotiation, empathy, mediation, problem-solving, decision-making, emotional intelligence, the ability to manage and regulate emotions during tense situations and leadership. Your leadership and employees can acquire the necessary conflict resolution skills with one-to-one meetings, tailored conversations, and workshops as part of our Conflict Prevention & Resolution Program.

Can the training and keynotes be customized for our organization?

Conflict resolution in the workplace refers to the processes and strategies used to mitigate conflicts among employees or teams. This proactive approach aims to transform conflict into an opportunity for growth, innovation, and better business performance. By using conflict resolution techniques, organizations can foster collaboration and productivity in the work environment, improve communication, boost employee satisfaction, and prevent long-term damage to work relationships.

How long do the programs typically last?

The first step in conflict resolution, as utilized in our Conflict Prevention & Resolution Program, is a Preliminary Assessment, which is finding the source of conflict. This involves an in-depth review of the work culture, interviewing or surveying key stakeholders to understand the organizational goals and uncover potential impediments to team success. Identifying challenges and needs upfront is crucial to establishing an effective course of action for conflict resolution.

How does JAMS Pathways pricing work?

Conflict resolution strategies are methods used to address and resolve disputes effectively and positively. They often involve active collaboration, compromise, communication, strategic negotiation, problem-solving, mediation, fostering positive relationships, leveraging expertise, demonstrating leadership, promoting open feedback, and continuous improvement. These strategies aim to promote a culture where open, honest communication and collaboration prevail over conflict.

How do we know which service is right for our organization?

The four steps in our phased conflict resolution approach include: Preliminary Assessment, where challenges and needs are identified; Analysis and Intervention, where a customized resolution path is outlined; Targeted topics, workshops and conversations, where solutions are forged together via negotiation, compromise or mediation; and Highlighting Process and Mapping Next Steps, where successes in resolving the conflicts are reviewed and a strategic roadmap for continuous improvement is created to prevent future conflicts.

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Our Services

Workplace Conflict Training Service

Conflict Resolution Trainings

Workplace Training Service

Workplace Trainings

Facilitation Services

Optimal Performance

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SUCCESS STORIES

Real Stories, Real Results: How Conflict Resolution Drives Success

How We've Helped Resolve workplace Challenges

THE PROBLEM

PROGRAM DURATION

ROI

PATHWAY'S SOLUTION

RESULT

THE PROBLEM

PROGRAM DURATION

ROI

PATHWAY'S SOLUTION

RESULT

THE PROBLEM

PROGRAM DURATION

ROI

PATHWAY'S SOLUTION

RESULT

THE PROBLEM

PROGRAM DURATION

ROI

PATHWAY'S SOLUTION

RESULT

THE PROBLEM

PROGRAM DURATION

ROI

PATHWAY'S SOLUTION

RESULT

THE PROBLEM

PROGRAM DURATION

ROI

PATHWAY'S SOLUTION

RESULT

The ROI of a Positive Work Culture

Positive company culture can increase revenue by 4x.

Workplace satisfaction can boost productivity by 31%.

A 10% increase in employee engagement can boost profits by $2,400 per employee per year.

Bullying and Harassment

Healthcare

Leadership Change

Higher Education

Embracing Diversity

Government

De-escalating Conflict

Insurance

Mediation and Negotiation Skill Building

Federal Government

Facilitated Dialogue

Higher Education

Leadership Training

Healthcare

Healthcare

6 months

The Problem

Pathways' Solution

The Results

Higher Education

JAMS Pathways Program

8 months

The Problem

Pathways' Solution

A customized, multi-phased facilitation program

The Results

Industry:

Government

JAMS Pathways Program Duration:

Two days training plus advance conversations

The Problem

Pathways' Solution

Two-day training program