Avoid escalation

Dispute-resolution need not become a weight-lifting competition

  • If you have ended up with ‘obsessed complainants’ whose disputes have become prolonged, complicated and immensely time-consuming, producing enormous bundles of documents, have you considered how you could have acted to ensure that your systems helped to get the dispute resolved at the outset?
  • Delay often leads to escalation and complication of the original dispute. The complainant becomes impatient and tries new avenues and may complains about what happens when he does that, as well as the failure to deal with the original problem.
  • Could an Assessor help you work through the patterns of escalation in your institution and ensure that they are less likely to happen?
  • If you have had disputes which escalated over time, could you have prevented this escalation? Have you reviewed what happened and how it could have been avoided?