Bus 811 Diversity and Conflict Management Teacher - Co .Ke

NATIONAL OPEN UNIVERSITY OF NIGERIA
SCHOOL OF MANAGEMENT SCIENCES
COURSE CODE: BUS 811
COURSE TITLE: DIVERSITY AND CONFLICT MANAGEMENT
1
BUS 811: CONFLICT AND DIVERSITY MANAGEMENT
COURSE GUIDE
Course Developer:
Dr. Ayodele Omoyiola Fagbemi
National Open University of Nigeria
Course writers:
Dr. Ayodele Omoyiola Fagbemi and Mrs Oluwatomi Adedeji
Course Editor: Professor Chuks

P. Maduabum
Programme Leader
Dr. C.I. Okeke
Course Coordinator:
Dr. Olusegun Adeleke
Adenuga
COURE GUIDE
TABLE OF CONTENT
Introduction.........................................................................................................3
Course Aim..........................................................................................................3
Course Objectives................................................................................................3
Course Structure.................................................................................................3
Course Overview………......................................................................................4
Study Units...........................................................................................................4
Course material……............................................................................................6
Assessment.......................................................................................................... 6
Assignment File ……………………………………………………………… .6
E-Tutor Marked Assignment........................................................................... 6
Final Examination and Grading..................................................................... .6
What is to be learnt in this course…………………………………………… 6
How to get the most from this course……………………………………….. 7
Tutor and Tutorials………………………………………………………….. 7
Course Delivery............................................................................................... 8
Summary......................................................................................................... 8
2
INTRODUCTION
Course BUS 811 on Diversity and Conflict Management, is a semester course work of two
credit units and it is available to students of Master of Science (M.Sc) in Business
Administration in the School of Management Sciences.
This course guide is intended for the learner enrolled on the M.Sc Business Administration
programme of National Open University of Nigeria (NOUN). This course guide gives a brief
summary of what the course is all about, it stipulates guidelines on how long learners are to
spend on each unit so that learners will complete it at the stipulated time and not lag behind.
It also explains how learners can work through the course material. It provides assignments
for students referred to as tutor marked assignments to test learners on their understanding of
a particular unit.
It is therefore recommended that learners should go through this course guide so as to know
what they are to expect in the main course material.
COURSE AIM
This course aims at equipping learners with the concept of diversity and managing conflicts.
due to the diverse nature of Nigeria. Nigeria comprises of different ethnic, tribal and religious
groups of people with constant conflicts and misunderstandings which had led to the
development and use of this topic as a means of solving present and unforeseen crises thus,
preventing degeneration into crisis that cannot be easily resolved.
COURSE OBJECTIVES
At the beginning of each unit there are specific objectives for that unit which learners should
study before they go into the study of the main content . Learners should also endeavour to go
back to the objectives once they finish a unit in order to affirm if they have learnt or done
what is required of them.
COURSE STRUCTURE
Learners are encouraged to go through this course guide as this will explain and give an
understanding of what to expect in the material. Learners are expected to read the study unit .
They are also expected to complete and submit all tutor marked assignment found at the end
of each unit. There will be an examination at the end of the course; the course should take
you about 18 weeks to complete. Learners are also advised to go through the recommended
sources for further reading.
COURSE OVERVIEW
This course is in four modules. Module 1 which is on the Diversity Management has five
units. These units are on; concept of diversity, workplace diversity, managing cultural
diversity, gender diversity monetary et al, diversity management techniques. Module 2 is on
Conflict Management and it also has five units. These units are on; the nature of conflict,
conflict process and curves, sociological theories of conflict, conflict prevention, alternative
management and resolution.
Module 3 is on Third Party Alternative dispute Resolution Methods such as; Mediation and
conciliation, minitrial and early neutral evaluation peer review etc. Module 4 is on the
Ombudsman System which is another alternative dispute resolution method.
The course is designed to provide you with the basic foundation which helps learners to
understand that diversity management is aimed at fostering and maintaining a positive and
conducive environment that ensures respect for individual differences both at an
organisational level which could also be applied to one’s individual life. It is expected that
the knowledge gained will be used in performing effective conflict and diversity management
in the organizations which will in turn impact on the Nation as a whole.
COURSE OUTLINED PROGRAMME PROPOSAL (OPP) FOR BUS 811
3
This course is expected to give learners an in-depth understanding of the core concept of
diversity and conflict management. The contents are: Managing workplace diversity,
managing cultural diversity, Managing gender diversity, Nature of conflicts, Conflict process
and curves, conflict prevention, management and resolution, sociological theories of conflict,
Responses of people in conflict, meditation and conciliation, Adjudication and Arbitration,
Mini trial and early neutral evaluation peer review, negotiation, History of Ombudsman
system, Public Complaints Commission in Nigeria, the Jurisdiction of the Ombudsman,
Ombudsmen in selected countries.
STUDY UNITS
The course is in four modules and 17 units as follows:
MODULE 1 DIVERSITY MANAGEMENT
Unit 1 Concept of Diversity
Unit 2 Managing Workplace Diversity
Unit 3 Managing Cultural Diversity
Unit 4 Managing Gender Diversity
MODULE 2: CONFLICT MANAGEMENT

Unit 1 The Nature of Conflict
Unit 2 Conflict prevention, management And Resolution
Unit 3 Conflict Process and Curves Unit
Unit 4 Responses of People in Conflict
Unit 5 Sociological Theories of Conflict
MODULE 3 THIRD PARTY ALTERNATIVE DISPUTE RESOLUTION

METHODS
Unit 1 Mediation and Conciliation
Unit 2 Adjudication and Arbitration
Unit 3 Minitrial and Early Neutral Evaluation Peer Review
Unit 4 Negotiation
MODULE 4 THE OMBUDSMAN SYSTEM

Unit 1 History of the Ombudsman System
Unit 2 Public complaints Commission in Nigeria
Unit 3 The Jurisdiction of The Ombudsman
Unit 4 Ombudsmen is Selected Countries.
COURSE MATERIALS
4
Major components of the course are:
I . Course guide
2. Study units
3. Textbooks
4. Assignment file
5 . Presentation schedule
You are advised to purchase some of the text books. NOUN will not provide them, so the
responsibility is yours. You are free to contact your tutor or the developer of this course if
you have problems in obtaining the text books.
ASSESSMENT
Assessment for this course is divided into two; the e- tutor marked assignments(30%) and the
pen on paper examination(70%). Results from these two are what the learner is graded upon
to achieve the total score at the end Assignments 1-20
ASSIGNMENT FILE
Assignments and self assessment exercises are at the end of every unit for learners to assess
the knowledge they have gathered so far.
E-TUTOR MARKED ASSIGNMENTS (TMAS)
This is the learner’s continuous assessment and they must write three continuous assessments
(TMA) which carries 10 marks each. The E-TMA is designed to cover all areas and topics
treated in the material. The best three of the four E-TMAs will be considered and this
accounts for 30% of the total score.
FINAL EXAMINATION AND GRADING
Once learners pass the examination for BU S811 this accounts for 70% of the total course
grade. This will be added to the learner’s E-TMA score to get the grading. Learners are
informed of the time of University examinations.
WHAT IS TO BE LEARNT IN THIS COURSE
The course consists of 17 units including the overview and concept of diversity and critical
decision making under uncertainty in government, businesses. The course sets out methods
and techniques for dispute resolution. Each unit requires at least 2 hours of reading with an
undivided attention, the units are prudently chosen, designed and arranged to ease
understanding and reinforce your learning skills and competency through careful study of
course material and references made.
In order to make a positive impact on your study and the e-tutor marked assignment (TMA)
will be of great relevance and significance. Your response to tutor marked assessment (TMA)
and refraining from any form of procrastination will in no small measure accelerate learner’s
success.
HOW TO GET THE MOST FROM THIS UNIT
You need to know that in distance learning the study units stand in for the university lecturer.
One great advantage of distance learning is that you can read and work through specifically
designed study materials at your own convenience, your own chosen place and time. The
basic difference is that distance learning entails reading the lecture rather than listening to a
lecturer. The lecturer in the formal university system often set students some reading to do,
the study unit in distance learning also tells you when to read your set books or other relevant
materials. Do not forget also that as a lecturer gives his/her students-in class exercises, the
study units provide you with exercises to do at appropriate points.
TUTOR AND TUTORIALS
Tutorial hours are provided in support of this course. You will be notified of the dates, times
and location of these tutorials, together with the name and phone/e-mail of your tutor, as soon
as you are allocated to a tutorial group. Your tutor will mark and comment on your
assignments, keep a close watch on your progress and on any difficulties you might
5
encounter and provide assistance to you during the course. You must mail your tutor-marked
assignments to your tutor well before the due date. You are free to contact your tutor by
phone or e-mail if you need help. Listed below are some circumstances in which you would
find help necessary to contact your tutor. Contact your tutor if:
 You do not understand any part of the study units or the assigned readings.
 You have difficulty with the self-tests or exercises.
 You have a question or problem with an assignment, with your tutor's comments on
an
assignment or with the grading of an assignment.

It is good you attend all the tutorials. This is because it is the only opportunity to have face
to-face contact with your tutor and to ask questions which are answered instantly. It also
affords you the opportunity to raise any problem encountered in the course of your study.
COURSE DELIVERY
For an Open and distant learner, there are quite a number of ways of learning. Learning is
done when interaction is made with the study material as it is the case in conventional
institution where students interact with their lecturer. When studying the course material
learners might have questions and hence services such as counseling support services, tutorial
etc are organised to assist the learner. Making use of these is not compulsory but it will assist
students if they maximize the opportunity.
SUMMARY
The course BUS811- Diversity and Conflict Management is designed to provide you with
the basic foundation which helps learners to understand that diversity management is aimed
at fostering and maintaining a positive and conducive environment that ensure respect for
individual differences both at the organizational level and at the individual life. It is expected
that the knowledge gained will be used in performing effective conflict and diversity
management in the organizations which will in turn impact on the Nation as a whole.
All the best and good luck as you study the course and we hope that you find BUS 811 very
satisfying and useful.
6
BUS 811: CONFLICT AND DIVERSITY MANAGEMENT
Course Developer:
Dr. Ayodele Omoyiola Fagbemi
Course writers:
Dr. Ayodele Omoyiola Fagbemi and Mrs Oluwatomi Adedeji
Course Editor
Professor Chuks P. Maduabum
Programme Leader
Dr. C.I. Okeke
Course Coordinator
Dr. Olusegun Adeleke Adenuga
National Open University of
Nigeria
7
CONTENTS
Module 1 Diversity Management

Module 2: Conflict Management
Unit 1 The Nature of Conflict

Unit 2 Conflict Prevention, Management and Resolution
Unit 3 Conflict Process and Curves
Unit 4 Responses of People in Conflict
Module 3 Third Party Alternative Dispute Resolution Methods

Unit 2 Adjustment and Arbitration
Unit 4 Negotiation
Module 4 The Ombudsman System
Unit 1 The Ombudsman System

Unit 2 The Theory Of Social Justice
Unit 3 A Unified Model For Ombudsman System
Unit 4 Ombudsman in Selected Countries.
8
MODULE 1 DIVERSITY MANAGEMENT

UNIT 1 CONCEPT OF DIVERSITY

CONTENT
1.0. Introduction
2.0. Objectives
3.0. Contents
3.1. Definition Of Diversity
3.2. Diversions Of Diversity
3.3. Diversity Related Concepts
4.0. Conclusion
5.0. Summary
6.0. Tutor Marked Assignments
7.0. References And Further Reading
1.0. INTRODUCTION
Homogeneity is very rare in all aspects of life including physical, economic and social lives.
Animals and plants have diverse species depending on their environment. The different
languages we speak as well as different modes of dressing are pointer to the diverse nature of
our existence. Diversity is therefore a common phenomenon in the family workplace. society
and internationally. This unit introduces to you the concept of diversity. What does diversity
mean? What are the various dimensions of diversity? What other concepts are related to the
diversity discourse? Answers to these questions is provided in the unit.
2.0. OBJECTIVES OF THE UNIT

At the end of this, unit, you should able to:
 Define diversity
9
 Explain the dimensions of diversity
 Identify words that are related to the diversity concept.
3.0 MAIN CONTENT

3.1 Definition Of Diversity
The definition of diversity differs from author to author(Wellner, 2000; Cardens ,Wartz and
Rowe, 1994). Wellner (2000), conceptualized diversity as a multitude of individual
differences and similarities including race, age, creed, nationality religion, ethnicity and
sexual orientation. Cardens, Wartz and Rowe, (1994) likens diversity to an onion with many
layers. Organizations see diversity as differences in race, sex, religion and physical features.
In some other organizations the definition includes sexual orientation and socio – economic
status. Diversity refers to variety along many dimensions such as race, ethnicity, gender,
socio- economic status, physical features, religious beliefs, marriage systems and political
ideologies. Such diversity has to be managed through understanding, acceptance and respect
for each other’s beliefs and behavior.
3.2 Dimensions of Diversity.
At the organizational level, diversity has been compared to an onion, which has layers that
once peeled away reveals the core by Cardens, Wartz and Rowe(1994). These layers
according to these authors are: organizational dimensions external dimensions, internal
dimensions and personality. Likened to an onion, the organizational dimensional represents
the outer most layer and consists of characteristics such as management status, union
affiliation, work location, seniority, divisions, departments, work content and functional
level classification. These layers can be influenced by management staff and employees of
an organization.
The external dimension represents characteristics that deal with the choices of an individual.
An individual has a higher level of control which can be exhibited through: personal religion,
educational background, work experience, marital status, economic status culture and
geographic location. Carden, Wartz and Rowe (1994), refer to these personal control
dimensions as the sources of prejudice and discrimination.
The internal dimensions refer to characteristics that are God given or come at birth. These
are: age, race, ethnicity, sex and physical features. Personality is the inner content of
diversity. Personality refers to the traits and stable characteristics of an individual which are
10
consistent in the behavior of an individual in a given situation over time (Winstanley, (2006).
Sullivan (2004), defines personality as an important aspect of our identity which is a
constellation of attitudes, needs traits, feelings and ways of behaving. A person’s personality
is developed over tune, but once formed it usually remains firmly constant throughout a
person’s life.
3.3 Diversity Related Concepts

In order to enhance your understanding of the diversity concept, a list of related terms is
given. The following list provides definitions for words relating to diversity (Center for
the Study of Religious Life, 2002).
 Ableism - Discrimination against the physically or mentally disabled.

 Ageism - Negative beliefs, attitudes, and stereotypes about elderly persons (such as
wise, demented, kind, grouchy, experienced, incompetent).
 Ageist Behavior - behavior that discriminate on the basis of chronological age
 Bias - Any attitudes, belief, or feeling that results in, and helps to justify, unfair
treatment of an individual because of his or her identity
 Collectivistic culture - A culture group that focus on interdependence, being in a
group, and social cohesion
 Culture - The ideas, customs, skills arts, etc. of a given people in a given period
 Culture Group - An affiliation of people who collectively share certain norms, values,
or traditions that are different from those of other groups
 Disability - covers a wide range of physical and mental conditions, including
alcoholism, cancer, drug addiction, emotional illness, HIV, learning deficits,
congenital abnormalities, speech problem, back problems, and facial disfigurement
 Discrimination - Unjustifiable negative behavior toward a group or its members
 Ethnic Group - A segment of a larger society whose members are thought, by
themselves and/or others, to have a common origin and to share important segments
of a common culture and who, in addition, participate in shared activities in which the
common origin and culture are significant ingredients
 Ethnocentrism - The tendency to accept other groups, societies, or cultures by the
standard’s of one’s own culture
 Ethno relativism - The tendency to accept other groups, societ ies and cultures without
judgment
11
 Heterogeneous - Composed of unrelated or unlike elements or parts…. Different
group members
 Heterosexism - The belief that heterosexuality is superior to homosexuality; the
presumption that everyone is straight, and if not, they should be
 Homogenous - Composed of similar or identical elements or parts… same group
members
 Homophobia - The irrational fear of homosexuals and homosexuality, in the form of
harassment, discrimination, and discomfort in developing trust
 Identity groups - The physical appearance of an individual and the groups with whom
an individual identifies personally
 Individualistic culture - A culture group that focuses on rights and independent action
of the individual
 In – Group - Any group of people with common interests that give them a sense of
solidarity and exclusivity as regards to all nonmembers
 Majority Group - The largest group
 Minority Group - A group with fewer members represented in the social system
compared to the majority group
 Out – Group - All the people not belonging to a specific in-group
 Prejudice - An unjustifiable negative attitude toward a group and its individual
members characterized by cognitive, affective, and behavioral components (prejudice
can also be a positive attitude; however, it is the unjustifiable negative attitudes that
impacts our acceptance of others)
 Racism - An institutionalized system of economic, political, social, and cultural
relations that ensures that one racial group has and maintains power and privilege
over all others in all aspects of life. Individual participation in racism occurs when the
objective outcome of behavior reinforces these relations, regardless of the subjective
intent. Consequently, an individual may act in a racist manner unintentionally
(Derman – Sparks and Phillips, 1997).
 Racism results from the transformation of racial prejudice and / or ethnocentrism
through the exercise of power against a racial group defined as inferior by individuals
and institutions with the intentional or unintentional supports of the entire culture.
Stated simply, preferences for (or belief in the superiority of) one’s own racial group
might be called racism; while preference for (or belief in the superiority of) one’s own
ethnic group might be called ethnocentrism
12
 Aversive (Modern) Racism - Indirect and subtle racism; pro-group rather than anti-
group attitudes
 Old-Fashioned Racism - Blatant behaviors; out-group derogation
 Sexism - An individual’s prejudicial attitudes toward people of a given sex
 Stereotype - A belief about the personal attributes of a group of people (positive or
negative) that can form the basis for prejudice
 Xenophobia - A fear and / or hatred of strangers, foreigners, or anything that appears
strange or foreign.
SELF ASSESSMENT EXERCISE

1. Why is personality considered the inner content of diversity?
2. In your own words, define diversity.
4.0 CONCLUSION
Diversity has become an issue that chief executives and politicians have to manage
effectively since it has become a permanent phenomenon. There is hardly a situation where a
completely homogenous group in terms of age culture, religion and economic status to name
a few exist An effective manager should be able to manage diversity in his/her organization
department or unit. This implies that equality and inequality should be in the right proportion
in managing diversity.
5.0 SUMMARY
In this unit, you have learnt that diversity refers to variety along many dimensions such as
race, ethnicity, gender, socio-economic status, physical features, religion, beliefs, marriage
systems and political ideologies. Acceptance and understanding are two important bedrocks
for managing diversity. These two characteristics influence tolerance. Four dimensions of
diversity as proposed by Cardens, Wartz and Rowe (1994), were also discussed. These
diversity dimensions are: organizational, external, internal and personality dimensions. The
core of these dimensions is the personality which can be defined as the traits and stable
characteristics of an individual which are consistent in the behavior of an individual. A
number of terms that are relevant to diversity are fully explained in the unit.
13
6.0 TUTOR MARKED ASSIGNMENT
1. Explain the effects of organizational diversity dimension on the management of
human resources in an organization.
2. Discuss the external and internal and personality dimensions of diversity.
7.0. REFRENCES AND FUTHER READING

Ibrahim al – Wahab (1979). The Swedish institution of Ombudsman. Stockholon Teyok
Centrally Keriet AB, Books.
Derman – Sparks, L and Phillips, C.B ( 1997) Teaching/ learning anti racism: A
developmental approach. New York. Teacher’s College Press.
Macionis, J. (2011). Society, the basics. Lake City. Practice Hall.
Mvendiga, J, Simbine,A. T. and Galadima H. S (2001), Ethnic groups and conflicts in
Nigeria. – the Northern Central zone of Nigeria. Ibadan. The Lord’s Creation.
Mooney, L. A; Knox, Dj and Schacht C. (2002). Understanding social problems Belment.
Wadeworth Thomson Learning.
Nzeemeke, A. D and Erhagbe, E. O (1997). Nigerian. – the Northern central zone of Nigeria
peoples and culture. Benin City. Mediator Publishing Company.
Sullivan, T. J (2004). Sociology, concepts and applications in a diverse world. Boston
Pearson Education Inc.
Schaefer, R. T (2008). Sociology. New York. Mc Craw Hill Companies Incorporated.
Wilmot, W. W. and Hocker, J. L. (2007). Interpersonal conflict. New York. McCraw Hill
Companies Incorporated.
14
UNIT 2: MANAGING WORKPLACE DIVERSITY
CONTENT
1.0. Introduction
2.0. Objectives of the unit
3.0. Main content
3.1. Classification of workplace
3.2. Managing Diversity in the workplace
3.2.1. The role of leadership in diversity management.
3.2.2. Equal Employment Opportunity and Affirmative Action
3.3. Approaches to Managing Diversity
3.4. National approaches to diversity management
3.5. Challenges to Managing Diversity
3.6. Benefits of diversity in the workplace
4.0 Conclusion
5.0 Summary
6.0 Tutor Marked Assignment
7.0 References and Further Reading
1.0. INTRODUCTION
In the last unit, you learnt about the meaning of diversity, its dimensions and related
terms. In this unit, you will learn more about diversity as it relates to the workplace ..
Workplace diversity focuses on the differences that people bring to an organization.
Diversity includes the dimension of influence and perspectives that human source bring
into an organization. People of different educational background, culture, sex and
norms among others form the human resources of an organization. Diversity as
reflected in cases like this is about learning from others who are not the same and who
may not have the same perspectives. This type of situation require respect for the
fundamental human rights of everyone, respect for dignity and the willingness to learn
from diverse perspectives.

At the end of the unit, you should be able to:
- Classify workplace
15
- Explain the role of leadership in diversity management
- Define equal employment opportunity/affirmative action.
- Enumerate the approaches to diversity in the workplace
- Identity challenges to managing diversity
- List the benefits of diversity in the workplace.
3.0. MAIN CONTENT

3.1 Classification of workplace
In order to enhance your understanding of workplace diversity, you need to know about what
workplace is and its various classifications. A workplace is an organization where two or
more people regularly come together to achieve the same objectives. Culture plays an
important role in diversity(Cox, 1991), posits that there are three organizational types that
focus on the development of cultural diversity. The three types are: the monolithic
organization, the pluralistic organization and the multicultural organization. In a monolithic
organization/workplace the presence of persons from different cultural groups (structural
integration) is minimal and male dominance is very tangible. In this type of workplace,
women are usually visible in the lower levels of the organization. Other minority or
marginalized members are also not in positions of leadership or power.
In a pluralistic organization, there are more heterogeneous membership. Members come from
diverse cultural backgrounds that are different from dominant group. Cox (1991), explains
that workplaces these, seek to empower those from a marginalized standpoint, encourage
opportunities for promotion and position of leadership.
The third group, which is the multicultural organization, not only has d ifferent cultural
groups but it values this diversity. Harvey (2012), asserts that such organizations encourage
healthy conflict as a source of avoiding group think. Groupthink is a phenomenon that occurs
when a group of people decides to agree to incorrect or deviant of decision outcome s mainly
because of desire for harmony or to confirm. Diverse opinion should not be subjugated to
social pressure.
3.2 Managing diversity in the workplace.
Diversity management is a strategy that is intended to foster and maintain a positive and
conducive workplace environment. The aims as pointed out earlier is to foster unity in
diversity by ensuring respect for individual differences among employees. Leadership plays
16
an important role in unifying the diverse groups with differing perspectives and interests in
the workplace. The next sub-section is on the role of leadership in managing diversity in the
workplace
3.2.1 The Role of leadership in diversity management
Eisenberg (2010), states that a study of success in a multicultural organization can be
understood by applying theories of leadership which have evolved overtime. Among these
theories are the trait leadership theories which suggest that leadership is dependent on
physical and social attributes of the individual. The Great Man theory of leadership was
popular in the 19th Century. The myth was that some famous world leaders such as Julius
Caesar, Mahatma Ghandi, Abraham Lincoln and Alexander the Great were born leaders and
not made. This theory is largely related to the personality dimension which is core to
diversity. Other leadership theorists posit that leaders are made and not born, and may
therefore come from diverse origin. Kotter (1990), states that successful organizations, seek
out people with leadership potential, and then expose them to developmental e xperiences to
bring out their potential.
Styles of leadership that deal with power and authority include the autocratic, democratic,
and laissez- fair. These styles focus on the distribution and sharing of power between the
manager and the subordinate managers also use the situational style of Hersey and
Blanchard1977), in managing diverse employees, these styles are exhibited by managers
based on their own personality experience and education among others. Eisenberg (2010),
explains that the transformational and discursive leadership are very relevant to multicultural
organizations. Transformational leadership focuses on making changes using available
human resources. Discursive leadership focuses on a leader’s ability to shape the
communication within an organization to achieve results. Effective communication cannot be
achieved without a thorough knowledge and understanding of the cultural values, languages,
perception and other relevant bio-data of employees.
Diversity needs to be considered in effective communication. This agrees with Walck

(1995)’s, definition of diversity as negotiating interaction across culturally diverse groups and
contriving to get along in an environment characterized by cultural diversity.
Transformational and discursive leadership approaches create an organizational culture that
allows and encourages managers to use diversity as an influential resource in organizational
effectiveness.
17
Self Assessment Exercise
1. Explain the diversity concept.
2. Discuss the role of leadership styles in managing diversity in the workplace
3.2.2 Equal Employment Opportunity and Affirmative action

The concept of Equal Employment Opportunity stemmed from efforts of minority groups
especially the African Americans in the U.S.A. to advocate for employment practices devoid
of racial, ethic, sex and color prejudices. Kincard (2013), reports that the anti-discrimination
movement began in the early 20th century with a period of interracial lobbing, litigation and
public advocacy. The first move towards Equal Opportunity Policy was the passage and
enactment of the Civil Rights Act of 1964. Kincaid (2013), also reports that to avert large
scale protests by African American workers during a labor shortage amidst the World War II.
President Roosevelt signed Executive Order 1880z creating Fair Employment Practices
Committee (FEPC). The order banned racial discrimination in any defense industry receiving
federal contracts. Affirmative action, also known as positive discrimination in the United
Kingdom, refers to policies that prohibit the use of factors such as race, color, religion, sex,
sexual orientation or national origin in employment, education and business (Executive
Orders, 11246).. In the U.S.A. the term affirmative action was first used in Executive Order
10925 and was signed by President John f. Kennedy On March 6 1961. President John F.
Johnson enacted Executive Oder 11246 which required government employers to take
“affirmative action” to hire without regard to race, religion, and national original. In 1967,
gender was added to the anti-discrimination list.
The aim of Equal employment Opportunity and Affirmative action is to promote the
opportunities of neglected/minority groups within a society. The theory is that affirmative
action, helps to compensate for past discrimination, persecution or exploitation by the ruling
class of a society. At the international level, the International Convention on the Elimination
of All Forms of Racial Discrimination (United Nations Committee on Human Rights),
stipulates that affirmative action programmes may be required of countries that ratified the
convention. The United Nations Human/ Animals Rights Committee states that the principle
of equality sometimes requires countries or organizations to take affirmative action in o rder
to eliminate/ minimize conditions which cause or help to perpetuate discrimination prohibited
by the Convention.
18
Opposition to Equal Employment Opportunity(EEO)/Affirmative Action.
Equal Employment Opportunity(EEO), as said earlier is to promote Equality through the
preferential treatment of socio economically disadvantaged groups. While there are many
protagonists, there are also some antagonists. Sher (1983), believes that affirmative action
devalues the accomplishments of people who are chosen based on the social group to which
they belong rather than their qualifications. Another argument is that affirmative action has
undesirable side effects as it hinders reconciliation, replaces old wrongs with new wrongs
and encourages individuals to identify themselves as disadvantaged, even if they are not.
Gary (2006), argues that EEO increases racial tension and benefits the more privileged people
within minority groups at the expense of the least fortunate within majority group.
Sowell (2004), writes that affirmative actions/ policies encourage non – preferred groups to
designate themselves as members of preferred groups to take advantage of group preference
policies. This tends to reduce the incentives of both the preferred and non-preferred to
perform at their best.
Another opposition to the EEO and affirmative theory is that of mismatch. According to the
theory, a student can be placed in a school/college that is too difficult for him or her. Whereas
in the absence of affirmative action, a student will be admitted to a college that matches his or
her academic ability and have a good chance of graduating. Hence affirmative action can hurt
its beneficiaries (Heriot, 2007). Heriot, a professor of law at the University of San Diego.
And a members of the U.S. Commission on Civil Rights, reports a 2004 study that was
conducted by UCLA law professor, Richard Sander. The study concluded that there were
7.9% fewer black attorneys than there would have been if there was no affirmative action due
to mismatch.
3.3 Approaches to Managing Workplace Diversity

Tatlic and Ozibilgion(2002), propose three approaches towards corporate diversity
management, which transformational changes. They proposed a liberal change model. These
approaches emanated from the belief that managing diversity goes to the belief that managing
diversity goes far beyond equal Employment Opportunity and affirmative action. Other
management approaches need to be used as complementary means of managing diversity.The
aim of the liberal change model is to have a fair labour market from which the best person is
chosen on the basis of performance. Human resources management department and top
19
management should approve rules and regulations that are aimed at encouraging fairness and
non discrimination. The liberal change approach centers on law, compliance and legal
penalties for non-compliance. However, Jewson et al (1980), point out that formal rules
cannot cover every aspect of work life as there are informal aspects to work such as affinity
groups and alternative informal communication channels.
Radical Changes
In contract to the liberal approach, radical changes seeks to intervene directly in the
workplace practices in order to achieve balanced workplace (in regard to all diversity
dimension), as well as a fair distribution of rewards among employees. The radical approach
is thus more outcome focused than on the forming of the rules to ensure equal treatment. One
major tool of radical change is quotas which are set by companies or national institutions
with the aim to of regulating diversity in the workplace. Quota systems are critically
discussed concerning their effectiveness. Arguments for and against quotas system in
companies or public institutions include contrasting ideas such as: quota compensate for
actual barriers that prevent marginalized members from attaining their fair share of
managerial positions to quotas are against equal opportunity for all and imply that a
marginalized members only got the position to fill the quota( Allen, 19950. Sweden’s quota
system for parliamentary positions is a positive case for radical changes through quota
setting. A quota system was introduced at the Swedish parliament with the aim of ensuring
that women constitute at least a ‘critical minority’ of 30 or 40 percent of all parliament seats.
Since the introduction of the system, women representation in parliament has risen
dramatically even above the define quota. Today, 47.3 percent of parliamentary
representatives are women, a number which stands out compared to the global average of
19%.
Transformational change
Transformational change covers an equal opportunity agenda for both the immediate need as
well as long-term solutions( Cockbun 1989), . For the short term it implements new measures
to minimize bias in procedures such as recruitment or promotion. The long term, however, is
seen as a project of transformation for organization. This approach acknowledge the
existence of power systems and seeks to challenge the existing hegemony through
implementation of equality values.
20
One illustrative case for transformation change is ageing management; younger employees
are seen as more innovative and flexible, while older employees are associated with higher
costs of salary, benefits, and healthcare needs. Therefore companies may refer young workers
to older staff. Though application of the transformational concept an immediate intervention
provide need relief while a long-term culture shift occurs(Brooke 260-283 ).
For the short-term, an organization can set up legislation preventing discriminatio n based on
age. However, for the long-term solution, negative stereotypes of older employees needs to
be replaced with the positive realization that older employees can add values to the workplace
with the positive realization that older balance this idea with the benefits of innovation and
flexibility that comes with youth, a mixture of ages in the workforce is ideal. Through
transformational change, the short-term solution affords the organization the time necessary
to enact deep rooted culture changes leading to a more inclusive environment.
3.4 National approaches to managing diversity

Three country cases are discussed here to give you further insight into the practice of
diversity management. These countries are: France and United States of America
France
No distinctions based on race, religion or sex are allowed under the 1958 French
Constitution( http://thisnation.com/library/france.html). Since the 1980s, a French version of
affirmative action based on neighborhood is in place for primary and secondary education.
Some schools, in neighborhoods labeled "Priority Education Zones", are granted more funds
than the others. Students from these schools also benefit from special policies in certain
institutions.
Highly ranked French schools do implement affirmative action in that they are obligated to
take a certain amount of students from impoverished families.
Additionally, following the Norwegian example, after 27 January 2014, women must
represent at least 20% of board members in all stock exchange listed or state owned
companies. After 27 January 2017, the proportion will increase to 40%. All male director
nominations will be invalid as long as the condition is not met, and financial penalties may
apply for other directors.(Vie Publique, 2002)
21
United States
Affirmative action was first created from Executive Order 10925, which was signed by
President John F. Kennedy on 6 March 1961 and required that government employers "not
discriminate against any employee or applicant for employment because of race, creed, color,
or national origin" and "take affirmative action to ensure that applicants are employed, and
that employees are treated during employment, without regard to their race, creed, color, or
national origin".( Executive Order, 2010).
On 24 September 1965, President Lyndon B. Johnson signed Executive Order 11246, thereby
replacing Executive Order 10925 and affirming Federal Government's commitment "to
promote the full realization of equal employment opportunity through a positive, continuing
program in each executive department and agency"( Executive Order 11246, 2010).
Affirmative action was extended to women by Executive Order 11375 which amended
Executive Order 11246 on 13 October 1967, by adding "sex" to the list of protected
categories. In the U.S. affirmative action's original purpose was to pressure institutions into
compliance with the nondiscrimination mandate of the Civil Rights Act of 1964.(Affirmative
Action, 2009) The Civil Rights Acts do not cover veterans, people with disabilities, or people
over 40. These groups are protected from discrimination under different laws.
3.5 Challenges to Diversity Management

One of the greatest challenges an organization has when trying to adopt a more inclusive
environment is assimilation for any member outside of the dominant group. A number of
scholars have studied the interplay between power, ideology, and discursive acts which serve
to reinforce the hegemonic structure of organizations. Everything from organizational
symbols, rituals, and stories serve to maintain the position of power held by the dominant
group.
Extending this concept to diversity inclusion where organizations seek to hire or promote
individuals that are not part of this dominant group into management positions, a difficult
tension develops between the socially constructed organizational norm and acceptance of
cultural diversity. Often these individuals are mentored and coached to adopt the necessary
traits for inclusion into the privileged group as opposed to being embraced for their
differences. Such assimilated people are often denied the opportunities to be themselves. This
may eventually decrease organizational performance.
22
Another challenge faced by organization striving to foster a more diverse workforce is the
management of a diverse population. Managing diversity is more than simply acknowledging
differences in people. A number of organizational theorists have suggested that work-terms
which are highly diverse can be difficult to motivate and manage for a variety of reasons. A
major challenge is miscommunication within an organization. There are competencies,
however, which help to develop effective communication in diverse organizational
environments. These skills include self-monitoring, empathy, and strategy decision-making.
Self monitoring refers to a communication awareness of how his/her behavior affects s
another person along with his/her willingness to modify this behavior based on knowledge of
its impact ( Brownell, 2003). Strategic decision-making implies that the communication
sources and channels used to reach organization members, as well as the substance of the
massages conveyed, are mindfully selected. In her article entitles “Developing Receiver-
Centered Communication in Diverse Organizations,” Judi Brownell explains that a messages,
they may interpret the information differently. Each interprets messages and discerns
meaning based on their unique standpoint, and without a willingness to accept differing
standpoint, an environment is created where the marginalized groups have no voice.
This is an additional challenge that diverse organization face, maintaining a culture which
supports the idea of employee voice especially for marginalized group members. When the
organizational environment is not supportive of dissenting viewpoints, employees may
choose remain silent for fear of repercussions, or they may seek alternative safe avenues to
express their concerns and frustrations such as on-line forums and affinity group meetings.
By finding opportunities such as these to express dissert, individuals can begin to gather
collective support and generate collective sense-making which create a voice for the
marginalized members so they can have a collective to trigger changes( Milliken et al, 2003).
3.6 Benefits of Diversity Management
Diversity is beneficial to both the organization and the members as noted above. Diversity
brings substantial potential benefits such as better decision making and improve problem
solving, greater creativity and innovation, which leads to enhanced product development, and
more successful marketing to different types of customers( Cox, 1991).Diversity provides
organizations with the ability to complete in global markets. Simply recognizing diversity
also allows for those employees with these talents to feel needed and have a sense of
belonging, which in turn increases their commitment to the company and allows each of them
to contribute in a unique way. Standpoint theory suggest that marginalized groups bring a
23
different perspective to an organization that challenges the status quo since their socially
constructed world view will differ from that of the dominant group. Although the standpoint
of the dominant group will often carry more weight, a transformational leader will encourage
conflicting standpoints to coexist within an organization which will create a forum for
sanctioned conflict to ensue.
Conflict stems from challenging the way things have always been done, and/ or ideas and
problems that have not been explored from multiple perspectives. Standpoint theory gives a
voice to those in a position to see pattern of behavior that those immersed in the culture have
difficulty acknowledging. These unique and varying standpoints help to eradicate groupthink
which can develop within a homogenous group. Page’s (2007) mathematical modeling
research of team work reflects this view. His models demonstrated that heterogeneous teams
consistently out-performed homogeneous teams on a variety of tasks. Page(2007), points out,
however, that diversity in teamwork is not always simple and that there are many challenges
to fostering an inclusive environment in the workplace for diversity and thought and ideas.
4.0 CONCLUSION
Diversity is an ever present phenomenon in an organization. Diversity management skills are
required by every organization in order to harness the resources that an employee has brought
to an organization. Diversity management is the active and conscious development of
strategic management processes of accepting and using differences and similarities as means
of adding value to an organization. Diversity rests on fairness, and equity. Equity can be
legalized, but fairness and equity cannot be enforced without the commitment of t top
management and all employees to the idea of and all employees to the idea of unity in
diversity. Managers need to understand the effects of the external environment such as
culture, religion, afflictions, among others on the performance of their employees.
5.0 SUMMARY
This unit is on the management of diversity in the workplace. In the unit you learnt that in a
monolithic organization the presence of persons from different cultural groups is minimal
with male dominance prevailing. Most organizations are however, pluralistic/ heterogeneous/
multicultural with members from diverse cultural backgrounds that are different from the
dominant group. Diversity management is aimed at fostering and maintaining a positive and
conducive environment that ensures respect for individual differences. Leadership plays a
24
major role in the implementation of diversity management strategies. The myth surrounding
the great man theory has been debunked, hence a good leader can be made and not racial or
cultural leadership approaches are found to be very useful in diversity management.
Two common methods of managing workplace diversity are the Equal Employment
opportunity and affirmative action. These have been used in the USA, United Kingdom and
many other countries to reduce discriminatory practices in terms of race, sex, sexual
orientation and colour, among other differences. But as you have read in the unit, Equal
employment Opportunity and Affirmative action are not enough to ensure effective
management of diversity, other approaches such as liberal change, radical change and
transformation change should be complementary to these two. There are many challenges to
diversity management. One of these is that work teams which are highly diverse can be
difficult to motivate and manage for a variety of reasons. Diversity is not without benefits.
Some of these are that it brings better decision making and improved problem solving,
greater creativity and innovation which can enhance improved service delivery.
4 TUTOR MARKED ASSIGNMENT

1. To what extent can Equal Employment Opportunity/ Affirmative action enhance
the management of diversity in the workplace?
2. Explain the commonalities in diversity management in any three countries of
your choice.
3. Diversity is beneficial to an organization, discuss?
5 REFERENCES AND FURTHER READING

Affirmative Action (2009),(Http//plato.stanford.edu/entries/affirmative. action/) retrieved 1
April 2009 . Stanford Encyclopedia of Philosophy.

Brooke, L.( 2003:260-283) Human resource costs and benefits of maintaining a mature age
workforce. International Journal of Manpower. 24(3)
Cockburn, C(1989:213-225) Equal opportunities: the short and long agenda. Industrial
Relations 20(3)
Cox, Jr Taylor (1991:33-47). The multicultural organization diversity. New Jersey Peason
Education
Cary, P. (2006) Culture whiplash: Unforeseen consequences of Americas crusade against
racial discrimination. ISBN 1- 58182 – 569 – 2
25
Eisenberg, 250-258 E. M., Goodall, H. I, Jr and Trethewey, A (2010). Organizational
communication. St Martins Bedford.
Executive Order 10925(2010) Establishing the president’s Committee on Equal Employment
Opportunity. New York U.S. Equal Opportunity Commission.
Executive Order 11246 – Equal employment Opportunity http://www. archives. Gou/federal
– register/ codification/ xecutive – order/ 11246.html). the Federal Register.
Achieved.
GNWT – Human Resources – Affirmative Action (http://www.hr gov.nt.ca/employment/
affirmative action).
Harvey, C. P. (2012). Understanding and managing diversity. New Jersey. Pearson
Education Inc.
Heriot,G..(2007),Affirmative action backfires (http://online.
Wsj.com/article/sb11879225225 75507571/ htm?l? mod opinion nan – commentaries.
Wall street Journal August 24.
Hersey, P and Blanchard (1977)Management of organizational behaviour: Utilizing human
resources. New Jersey. Prentice- Hall.
Milliken, Randall, Richard T. Fitzgerald, Mark G. Hylkema, Randy Groza, Tom Origer,
David G. Bieling, Alan Leventhal, Randy S. Wiberg, Andrew Gottsfield, Donna
Gillette, Viviana Bellifemine, Eric Strother, Robert Cartier and David A.
Fredrickson(2007) unctuated Culture Change in the San Francisco Bay Area.
In California Prehistory: Colonization, Culture, and Complexity, edited by Terry L.
Jones and Kathryn A. Klar, pp. 99-123. AltaMira Press, Lanham, Maryland.
Knotter, J. (1990). A force of change – how leaders differ from management. New York. The
Free press.
Schaefer, R. T (2008). Sociology. New York. Mc Craw Hill Companies Incorporated
Sher, Geoge (1983), preferential Hiring in tom Regan (ed) Just Business: New introductory
Esseys in Business Ethic. Philandiphig. Temple University Press.
Sowell, T. (2004). Affirmative action around the world: an empirical study. 1sb N 0-300 101
99-6.
Tatli, A, M Ozibililgin (2002: 44- 58). Understand diversity: manager’s role in
organizational change: towards a conceptual framework Canadian Journal of
Administrative Science. 26. Dol: 10. 1002/ CJAS - 107
Vie Publique (2012)(http://www/vie - publique fr/ actualite/ panorama/ texte - discussion/
Proposition - loi - relative.
Wakk, C. I(1995). Diverse approaches to managing diversity. Journal of Applied Behavioral
Sciences. 31
26
UNIT 3: MANAGING CULTURAL DIVERSITY
CONTENT
1.0. Introduction
2.0. Objectives
3.0. Main content
3.1. Concept of Culture
3.2. Elements of Culture
3.3. Cultural Diversity in Nigeria
4.0. Conclusion
5.0. Summary
7.0. References and Further Reading
1.0. INTRODUCTION
In the last unit, you learnt about workplace diversity. The point that culture plays an
important part in workplace diversity was mentioned. In this unit, you will have deeper
insight into societies and ethnic groups. You are already aware of the multiethnic nature of
Nigeria from the various states of origin of employees in your organizations and the various
languages spoken. An awareness of cultural diversity enhance the tolerance level of
employees and members of the society in general. There is no right or wrong culture, it is
simply a matter of acceptable behavior at a point in time.

By the end if the unit, you should be able to:
 Define culture; race and ethnicity
 Evaluate the elements of culture
 Explain the concept of cultural diversity
 Examine the effects of cultural diversity on human resource management in Nigeria.
3.0. MAIN CONTENT
3.1. Concept of Culture
Culture is the way of thinking and acting as well as material objects that together form a
people’s way of life (Macionis 2011). Culture can be conceptualized as nonmaterial and
material. Non Material Culture consists of the ideas created by members of a society, such
as music, Material Culture refers to the physical things that are peculiar to a group of people.
27
The material components (artefacts) of culture are those that can be felt by the five senses
such as cooking ware, wedding ring, and earnings among others. Non material culture or
mentifacts cover all the items that only the mind can see such as, norms belief systems, social
institutions, political order.
Culture is often associated with a society and ethnicity. Society refers to people who interact
in a defined territory and share a culture. Hence, there is no society without a culture and
there is no culture without society (Marcolnis, 2011). In this regard, culture and society are
dynamic rather than fixed. For example modes of dressing in societies change over time.
Culture consists of shared beliefs, values and attitudes that guide the behavior of the group
members. Ethnicity is more complex as it is associated with common descent or inter
marriage as well as shared culture or history. The advents of Information and
Communications Technology and globalization have influenced the emergence of mixed
cultures and societies. In the marriage system in Nigeria, there is a mixture of foreign and
Nigerian systems. Table 1 shows the characteristics, origin and associated perceptions or
race, culture and ethnicity.
Table 1: Concept of Race, Culture and Ethnicity
Concept Primary Origin Associated perception

characteristics
Race Inherent, Biological, Genetic – descent Permanent

physical, Natural from a common
ancestors
Culture Behavioral expression Upbringing – learned Capable of being

of preferred lifestyle changed optioned
Ethnicity/ Ethnic Multifaceted definite Socially constructed Negotiated especially

group identity through intermarriage
Sources: The University of Warwick (2001) modified.
28
A racial group can be defined as a group of persons defined by color, race, nationality, ethnic or
national origins (The UK Race Relations Act, 1976). Culture shapes not only what we do but
also people’s perception and acceptance/ non-acceptance of certain behaviors. Behavior of
employees in the workplace is often influenced by their culture. Culture influences the
languages spoken, which plays a role in the interpretation of words and symbols. Globally, it has
been reported that there are about 7000 languages. These languages are disappearing due to
interaction and adoption of foreign tribes, migration and adoption of foreign language as the
lingua franca of foreign languages (Lewis, 2009). A language is a system of symbols that allows
people to communicate with one another. Some societies write from left to right (Northern
African Countries and Asia). Some write from right to left (Northern Southern, Eastern
Africans). Some write from top to bottom (Eastern Asia). There is no right or wrong way to
write. Language is the tool for cultural transmission and this is a source of diversity (Marclonis,
2011).
Self assessment Exercise

1. Explain the differences between material and non-material culture.
2. What are the primary characteristics of race, culture and ethnicity?
3.2. Elements of Culture

The concept of culture cannot be clear to you without understanding its elements. In this unit,
the elements discussed are: symbols, language, values and norms (Marcionis, 2011). A symbol
is anything that carries a particular meaning recognized by people who share a culture. In South
West Nigeria, tubers of yam are considered as a necessary gift from a groom’s family to the
bride’s family culture shock is defined as the inability to understand the meaning attached to
such symbols in unfamiliar environment. Food is the simplest example of culture shock. Some
tribes in Nigeria eat dogs which are abhorred in some other parts. Language can be defined as a
system of symbols that allows people to communicate with one another. Each has the basis of
reality. Sapir (1949) and Whorf (1956) posits that people see and understand the world through
the cultural lens of language
Values and beliefs are also elements of culture, that underline diversity. Values are culturally
defined standards that people use to decide what is desirable, good and beautiful and that serve
as broad guidelines for social living (Macionis 2011). Macionics (2011) further defines beliefs
as specific ideas that people hold to be true. Nigerian tribes have much folklore that
29
demonstrates their beliefs; Many Nigeria tribes belief in being their brother’s keeper. In an
extended family system.
Williams (1970), identify ten values of the U. S. A. culture are:

1. Equal Opportunity
2. Individual achievement and personal success
3. Material comfort
4. Activity and work by taking action and being proactive
5. Practicability and efficiency
6. Process
7. Science
8. Democracy and free enterprise
9. Freedom
10. Racism and group superiority – this implies that the U S culture judges others on the basis
of gender, race, ethnicity and social class.
Norms are defined by Macionis (2011), as rules and expectations by which a society guides
the behavior of its members. These norms are widely observed and have great moral
significance. Among the Yorubas in Nigeria, kneeling for an elderly person can be
considered as a norm. Non conformists are usually not considered as good examples.
Schaefer (2008), identifies sanctions as an element of culture. Sanctions are penalties or

rewards for behaving according to the norms of the society. Conforming to a norm can lead
to positive sanctions such as pay raise, a medal, and a word of gratitude or a pat on the back.
Negative sanctions included fines, threats, imprisonment and stares of concept. Culture has
been categorized into Ideal and RealcCulture. Schusky and Culbert(1967), defines culture as
the beliefs, values, and norms that people claim to follow. Real culture on the other hand,
refers to actual behavior in relation to these professed beliefs, values and norms.
It is well known that most Nigerians believe in God and are good at attending their places of
worship but this has not translated into godly behavior of honesty, equality and equity.
Sullivan Commisssion(2003) reports that in the USA people place value on such ideals as
equity, honesty and obeying the law, but lying, cheating and stealing are common
occurrences. This situation tends to indicate that many factors influence people behavior.
Corrupt leaders may have negative effects on the behavior of others when faced with
30
tempting situations. There is also the concept of subculture. A subculture is a group within a
culture that shares some if the beliefs, value, and norms of a larger culture but also has some
that are distinctly its own Fine and Kleinman (1979), state that membership of a subculture
is based on accepting the beliefs, values, and norms of the subculture and identifying with
other members of it. Subcultures develop when members of a segment of society become
aware of the fact that they share interests, beliefs and practices.
3.3. Cultural Diversity in Nigeria

In sections 3.1 and 3.2, you have learnt about the definition of culture and its elements. In this
section, you learn more about cultural diversity. Cultural diversity is the quality of diverse or
different cultures, in an organization or society. It is also understood as the variety of human
societies or cultures in a specific country or in the world as a whole. Such diversity manifests
in different languages, model of dressing, art as well as traditional practices. While many
societies are multicultural, Japan is relatively considered to be a monoculture country. The
Unite States of America is considered to be the most multicultural country in all the high
income countries (Macionics 2011). Cultural diversity opens people to other cultural patterns.
This led to typology of culture as high and popular culture. High culture refers to cultural
patterns that distinguish society’s elite from others popular culture describes the cultural
patterns that are widespread among a society’s population (Macionis 2011). Understand the
various types/patterns o culture is necessary in the management of diversity.
3.3Cultural diversity in Nigeria

Nigeria is well known for her cultural diversity. Otite (1990), reports that Nigeria has about
374 (three hundred and seventy four) cultural grouping. Nzemeke and Erchagbe (1997) wrote
extensively on the Nigerian cultures. According to the authors, the Niger – Delta region has a
lot of minorities. Examples of three are the ijo, the Ndoki, Odual, Isoko, Urchobo, Abual and
Hsekiri. The mode of dressing among these groups is the wrapper usually with a broad shirt
or jumper for men and blouse for the women. Apart from the Itsekiri, the political
organization of the tribes is established on the basis of village groups or clans. Alongside the
Christian and Muslim religion, most of the people also behave in goddesses of the waters.
The general ones are the Olokun/, the Olokun/many the water Benevolent; the bride of the
seas.
The cultures of the rain forest region can be categorized into four namely: the Yoruba group,
the Igbo group, the Edoid group and some other minority tribes (Nzemeke and Erhagbe
1997). The Yoruba group spills over into neighboring Benin Republic with enclaves in Togo.
31
The Edoid cultures are sandwiched between the Igbo and Yoruba.The Yoruba culture culture
has monarchical states. The basic political unit in the Yoruba culture is the town which is
composed of lineages organized in order of seniority determined by the order of settlement
(Nzemeke and Erhagbe, 1997). Each lineage has a hereditary title assumed by theits leader.
The leader of the lineage assumes the headship the founder lineage assumes the headship of
the town. The head of the town is called a Baale or Oba ( in case of a crown King). The
cultures of the forest regions are known for their sophisticated artistic traditions and skills.
Examples are the iron melting and black smithing in Ife, Nkwere, Awka, Abiriba and Oyo.
This region believes in the existence of a supreme God called Olodumare (Yoruba),
Osanobua (Benin) Oghena (Etsako), Chukwu/ Obasi (Igbo) and Abasi (Ibibio).
Cultures of the Guinea Savanna Region

Guinea savanna countries are those in the Nigerian Middle Belt, which covers more than 50
% of the Nigerian Territory. Nzemeke and Erhagbe (1997), reports that Adamawa,
Nassarawa, Plateau and Taraba account for about 50 % of the Nigerian countries. Among the
tribes in these areas are the Tiv, the Gwari and the Nupe. The people here claimed to be from
Hausa or Jukun ancestors. Like the other cultures, there is a general belief in the existence of
a supreme God known as Ashili/Bakashili among others. These tribes tolerate both the
Christian and Islamic religions.
Cultures of Sudan Savanna.
The Kanuri, Hausas and Fulani constitute the mayor cultural group in the Sudan Savanna
region. The Hausa are Nigeria’s largest cultural group. They are currently concentrated in
Kano, Jigawa, Kaduna, Kastina, Sokoto, Kebbi and Zamfara. The social and political
organizations are mainly based on status.At the top of the hierarchy are the Sarakuna (the
chiefs) and the Masu Sarauta (holders of offices). At the bottom is the third class known as
the talakawas, the dominant religion here is Islam.Notable among the culture is the purdah
system that provides economic freedom for women despite the seclusion and the dressing
covers almost all the physical body.
Conflicts from ethnic/culture diversity in Nigeria

In view of the diversity of ethnic groups, it not unexpected that there could be conflicts.
Mvendiga et al (2001), report some of these conflicts. In Kogi State, inter – ethnic cultural
competition have led to violent situations which caused damage to lives and property.
Chieftaincy disputes have produced great social dislocation, which had resulted in killings
32
and destruction of properties. Religious conflicts also existed in the middle belt. In the Benue
State, Christianity and traditional religious are dominant while the moslems are in the
minority. Mvendiga et al (2001), report that religions conflict have occurred over shrines.
Jibo (1993) reports the religious upheavals in Bauchi, Kaduna, Zaria and Kano. There were
also the Warri ethnic war of 1997 and the Ife – Modakeke. war of 1997 (Jekayinfa 2002).
Federal Character Policy
Prior to the attainment of independence, the desire of many Nigerians was to have a country
devoid of injustice, where all citizens, (irrespective of their ethnic origin, cultural affiliation,
class, religion, gender) will enjoy the rights, privileges and opportunities that t h countries
offers. However as the clamour for independence deepe expectation of an egalitarian Nigeria
was far from being realized federal Character Commission 2013). Firstly, Nigeria has
differences in culture, stages of social and economic development levels of political
awareness of the citizens. Secondly, it was observed that disparities existed in the educational
development of different sections of the country and this resulted in some sections of the
country having advantage in the employment of their indigenes into the public services.
Therefore, in 1984 when Nigeria opted for a federal form of government, the concept of
quota system as a policy was adopted in the recruitment of persons into the officers’ corps of
Armed Forces and the Police as well as in admissions into education institutions.
With the attainment of independence, the need to define the criterion for equitable spread of
development became even more pertinent. Consequently, from 1 st October 1960 when
Nigeria became independent and since 1954 when she adopted the federal form of
government country has attempted to practice the “Quota System” in one fo other,
understandable, the aim of adopting a federal forms of government was to foster
understanding and cooperation among the distinct of the nation. It was hoped that this form of
government would enhance a union of the federating units, while the federal government
would have the central control of vital aspects like defence, security and foreign policy. It
was also expected that this form of government would give the federating units considerably
control and administration of like health, agriculture, education etc. as well as social and
political development, while receiving equitable share of resources of the central
government
However, although the leadership and citizens of Nigeria acknowledge the need for equity,
there were no specific guidelines to ensure fairness. Sharing and allocation of resources as
33
well as the infrastructural amenities were done voluntarily, arbitrary and mandatorily. In
addition, there was no defined procedure for sharing resources and manpower of the central
government. As such, there were differences in the levels of social, economic and political
development in the federating units..
Given the complexity of Nigeria’s political formation and the federal character (i.e. nation’s
heterogeneity) as well as its chequered history before independence and after, it became
increasingly necessary for Nigerians to define the processes whereby the corporate
existence, the nation-state and the peaceful existence of its people could be ensured. Thus,
the quota system as a national policy was received 1967 and adopted for filling vacancies
into federally owned school institutions. Ironically, the policy was carried out without having
a body constitutionally changed with the responsibility of implementing it.
By 1975, the issue of “federal character” had become a serious issue. The setting up of a
constitutional Drafting Committee in late General Murtala Ramat Muhammad’s government
was part efforts to resolve the problem of inequality and marginalization were expressed by
many Nigerians. Thus, as part of its proposal Constitution Drafting Committee adopted the
term “Federal Character ‘’ in discussing issues of marginalization. Therefore, as defined in
the constitution, federal character is:
The distinctive desire of the people of Nigeria to promote unity, foster national loyalty and give
citizens of Nigeria a sense of b the nation notwithstanding the diversities of ethnic origin, culture
language or religion which may exist and which in their desire and harness to the enrichment of the
Federal Republic of Nigeria( Federal Character Commission ,2013)

Despite the efforts to redress the lopsidedness in development in sections of the country, the
“Federal Character” principle was still not-justifiable to some people and therefore not
scrupulously observed. It was against this background that the government of General Sanni
Abacha sought among other things, to redress most of the issue. Consequently, the
Constitutional Conference of 1995 was to treat the thorny issues which tended to divide
rather than unite the various peoples of Nigeria. The proposals recommended by the
Constitutional Conference include:
(1) Sharing of political powers
(2) Redressing the marginalization of disadvantaged group
(3) Distribution of economic wealth.
The provisions of the attainment of those proposals included:
(1) Dividing the country into six geopolitical zones
34
(2) Rotating of certain political offices
(3) Provision of new revenue sharing formulae and;
(4) The establishment of a Federal Character Commission
4 CONCLUSION
In the unit you have leant about the fact that monocultural societies are in the minority in
the world. Multicultural societies have both advantages and disadvantages. A major
advantage is the diversity of ideas and concepts that could enhance innovative
developments. Multicultural societies are open societies that have the opportunities of inputs
from the external environment. The disadvantages are quite obvious in terms of commitment
such as multi-lingualism and unequal economic development among ethnic groups which
could lead to the existence of disadvantaged groups. Managing cultural diversity through
recognition, understanding and making room for the differences and similarities will
minimize possible cultural conflicts.
5 SUMMARY
In the unit, you have learnt about the concept of cultural diversity. Culture is the way of
thinking, and acting as well as material objects that together form a people’s way of life.
Culture could be material or non material. Both types of culture are fund in societies and
ethnic groups. Culture has many elements; among these are languages, values and beliefs,
value, norms and sanctions. You would have noted that cultural sanctions could be positive
or negative. The term cultural diversity is the quality of diverse or different cultures in an
organization or society. Such diversity manifest in different languages, mode of dressing, art
and other traditional practices. Many societies are multicultural. Nigeria is well known for
her cultural diversity. There are about three hundred and seventy four cultural groups in
Nigeria. These grouping have had occasions of conflicts of the middle belt, religious
upheavals in Bauchi, Kaduna, Zaria and Kano, as well as the Ife-Modakeke fratricidal war.
The federal government took a bold step to manage cultural diversity which had resulted in
uneven economic development by including the principle of federal character in the 1999
constitution.
35
6 TUTOR MARKED ASSIGNMENT
1. To what extent do the United States of America’s cultural values as identified by
Williams (1970) related to the Nigerian Cultural value. Give reasons for your
position.
2. Is cultural diversity a blessing or a curse in Nigeria? Discuss.
7 REFERENCES AND FURTHER READING

Federal Character Commission(2013), Establishment of Federal character
Commission (.http://www/federalcharacter.gov.ng/esatablishment.
Fine, G.A and Kleinman, S (1979: 11-20) Rethinking sub culture: An interactionist analysis
American Journal of Spcilogy.85.1.
Jekanyinfa , A. A. (2002). Implications of competitive ethnicity in the process of nation

building in Nigeria. Nigerian Journal of Social Studies Vol. IV.
Jibo, M (1993). Tiv politics since 1959, Kastina Ala. Mandate Inc. Ltd.
Jibo, M, Simbine, A. T and Galadima, H. S (2001) Ethnic groups and conflict in Nigeria. Vol.
4. The North central zone of Nigeria Ibadan. The Lord’s Creations
Lewis, M.P. (2009). Ethnologue: Languages of the world. Dallas SIL international
Mvendiga J. et al(2001) Ethnic groups and conflicts in Nigeria: The North central zone.
Ibadan. Department ofPolitical Science.University of Ibadan.
Nzemeke, A. D and Erhagbe E. O (1997). Nigerian peoples and culture. Benin. United city
Press.
Otite, O. (1990). Ethnic Pluralism and ethnicity in Nigeria. Ibadan. Shareson Ltd.
Safir, E (1929: 207 – 214). The status of linguistics as a science. Language. Vol 5 No 4.
Schaefer, R.T.(2008) Sociology. New York. McGraw-Hill Incopr.
Schusky, E.L and Culbert, P.T. (1967) Introducing culture. California. Prentice-Hall.
Sullivan Commission (2003) A report of the Sullivan Commission on diversity in the

healthcare workforce. Durham. Duke University.
Williams Jr, R. M (1970). American societies: a sociological interpretation. New York

Knopf..
Whorf, B. L. (1956). Language, Thought and Reality. New York. Wiley
36
UNIT 4 – GENDER DIVERSITY
CONTENT
1.0. Introduction
2.0. Objectives
3.0. Main content
3.1. Social construction of gender
3.1.1. Definition of gender
3.2. Gender Diversity Concept
3.2.1. Physical sex
3.2.2. Assigned sex
3.2.3. Gender indentify
3.2.4. Gender role
3.2.5. Gender presentation
3.2.6. Perceived gender
3.3. Sociological perspectives of gender
3.3.1. The functionalist view
3.3.2. The Conflict Respond Perspective
3.3.3. The feminist perspective
3.3.4. The Interactionnist Approach
3.4. Feminism Concept
3.4.1. Principles of Feminism
3.4.2. Types of Feminism
3.5. Gender diversity in the workplace
4.0. Conclusion
5.0. Summary
6.0. Tutor – marked assignment
7.0. References / Further Reading
1.0. INTRODUCTION
In the last unit you learnt about cultural diversity. In this unit, you will learn about gender
diversity which has its roots in human culture. Gender diversity is based on the belief that
innate behavioral, intellectual and psychological differences exist between men and
women, and that these difference connote the superiority of men over women. Gender
37
diversity often results in both discrimination and prejudice against women at all levels –
the home, the institution, society and the nation. Experience over the last five decades
have show that a radical positive transformation of the relationship between women and
men to equal partnership is a major prerequisite for national development.
2.0. OBJECTIVES
At the end of this unit, you should be able to:
 Explain the social construction of gender and gender diversity
 Enumerate the gender diversity concepts
 Describe the sociological perspective of gender
 Evaluate the Feminism principles
 Assess gender diversity in the workplace.
3.0. MAIN CONTENT

3.1. Social construction of Gender
The first time I heard the voice of a women captain of an Arik flight from Lagos to
Port Harcourt, Nigeria, my heart skipped. even though I considered myself to be
gender aware, I did not easily come to terms with a woman in the cockpit. I have
since been flown on an international route by a women and the flight is not in
anyway different from when the plane is flown by a man. My reaction to a woman
in the cockpit is a typical example of the social construction of gender roles.
3.1.1. Definition of Gender

Gender is the social attributes and opportunity associated with being female and male;
and the relationships between women and men/girls and boys, as well as relations
between women and girls; and men / boys (Olowe, 2012).Gender consists of socially
ascribed roles for all sexes that changes from society to society. A related concept to
gender is sex. It is not uncommon to find self completing forms requesting for the
respondent’s gender instead of sex. Sex is the biological classification of the huma n
being into females and males by virtue of the differences in the reproductive system.
(Olowe, 2012) Sex, is usually determined at birth although some people have chosen
to undergo transsexual operations. Sex change is an operation with accompanying
harmony treatment that changes the physical characteristics from one sex to another.
Gender roles is a set of behaviors, that indicates whether a person’s identity is male or
38
female. Schaefer (2008), further explains that gender roles are expectations regarding
the proper behavior, attitudes and activities of males and females. For example, both
sexes are capable of learning to cook and sew, fly airplanes or repair vehicles but
most societies assign cooking and sewing to women, and flying airplanes and vehicle
repair to men. Another good example given by Scharfer (2012), is that traditional
norms regarding marriage, expects the man should be older, taller and wiser than the
women. These gender roles form the bedrock of gender diversity.
Self assessment
1. List five norms expected of women in Nigeria.
2. List five norms expected of men in Nigeria
3. Evaluate your answers to see whether indeed these difference are societal or
biological
3.2. Gender Diversity

The concept of gender diversity is based on a distinction between sex and gender.
Gender diverse people define themselves and behave in ways that are not expected of
people with their biological sex. They are often described as transgender. Such people
may be heterosexual, bisexual or homosexual. The following concepts explain the
various forms of gender diversity.
3.2.1. Physical sex
Physical sex is often identified simplistically in term of the genitals we have, but physical
sex is much more than that. Just as human beings come in many shapes, sizes and colors,
we also come in many varieties of physical sex, based on our own unique combination of
chromosomes, hormones, and physical characteristics. Inspecting a newborn’s genitals to
determine whether the baby is a boy or a girl can be inconclusive or misleading. Experts
have estimated that approximately one percent of babies ( at least 40, 000 annually in the
United States alone) are born with bodies that differ in some way from what is considered
standard for males or females.
Some babies have physical characteristics that lead to confusion about whether they’re male
or female.
…. My wife and I just had our first baby. People keep asking, is it a girl or a
boy?” and I don’t know what to say because the baby has what the doctors call
ambiguous genitals. The doctors are recommending a series of surgeries to
39
“correct” the problem. I’ve never heard of this. I usually follow doctors’
recommendations, but I don’t know what to do. I feel so alone(Cook and Volman,
2013)
Others typical aspects of physical, genetic and brain sex are invisible to the eye
but may become apparent later, perhaps at puberty, or become apparent only if
genetic tests are performed.
3.2.2. Assigned sex
Assigned sex is what people declare a baby to be at birth. Assignment is the
answer to the question, “is it a girl or a boy?” Most of us don’t realize that sex
was assigned to us, and we take for granted that we are the male or female that we
were originally said to be .
However, sometimes sex is ambiguous, as in the above example, but even when a
baby’s genitals look the way we expect them to, sex assignment on that basis
alone isn’t necessarily accurate.
….. our child was born with a girl’s body, externally, but when she was about
four, our doctor noticed a slight bulge in her groin. After blood work and
ultrasound. We learned that she had male chromosomes (XY) and testes rather
than ovaries(Cook and Volman, 2013).
Still other people have unambiguous genitals, but have a profound sense that their
assignment was wrong, and they’re deeply trouble by the bind they find
themselves in.
3.2.3. Gender Identity
Gender identity is a person’s internal understanding of their own true gender. Most
people never question or contradict their assigned sex. They were declared to be a boy
or girl at birth and that suits them completely.
Some children, however, know from a very young age that their assigned gender and
apparent physical sex are wrong for them, that they are really the other gender.
…..My nephew is four years old. He’s been telling his parents for two years that
he’s a girl and wants to wear dresses. My brother is beside himself. He keeps
pointing to the child’s penis and saying, “You’re a boy, just like Daddy. “But the
kid won’t buy it and is getting more sullen by the day (Cook and Volman, 2013)
40
For some people, neither male nor female fits their understanding of themselves.
…I’m 24 years old and look androgynous. People don’t know what I am. I don’t feel
that either label – male – or female – fits me. I’ve been trying to explain this to my
mom, but she doesn’t get it. She keeps saying that I have to decide whether I’m a boy
or a girl. I’m so frustrated.
3.2.4 Gender role

Gender role is what society is appropriate for males and female, including dress, behavior,
and other activities such as using a particular restroom. When children encounter gender
role restrictions that don’t make sense to them, they often conclude that they have a problem
and begin monitoring themselves to make sure they don’t step outside the gender role
considered appropriate for their assigned sex. For example, you’ve probably known
 An intelligent girl who played dumb to try to become more popular, or
 A boy who held back tears at his grandfather’s funeral because boys aren’t supposed
to cry.
We often forget how culturally specific gender roles are, that what is acceptable in one
culture is completely unacceptable in another. For example,
 In the United State, adult women are allowed to drive; in some countries, it is
forbidden.
 In some countries, men express their affection for each other freely; in the United
State, doing so can be dangerous.
3.2.5 Gender Presentation
Gender presentation is the way people express their gender or gender role outwardly
including
 Clothing and jewelry they close
 Their mannerisms.
 The way they talk and use their hands
 Their hairstyle.
 The interests they express, and
 Their speech.
I’m a 34 – years – old women. When I was a kid, I felt comfortable only in boys
‘clothes. I was so relieved when I grew up and no longer had to fight with my
parents over dresses. I wear men’s clothes all the time, and people are fine with it.
41
The only exception is the choir I sing in, which requires women to wear long skirts
and men to wear tuxes. It’s not that I want to wear a tux, but I find wearing that
skirt incredibly stressful.(Cook and Volman, 2013)
3.2.6 Perceived Gender

Perceived gender is how someone appears to others. Think about how you “know whether
someone is male or female. We usually see people’s clothes or dressing and conclude hat
they are male or female. This may not be accurate. Some men look like women when dressed
like one and vice versa.
3.3. Sociological Perspective of Gender
Sociologists have proposed four perspectives towards understanding how and why there are
social distinctions of men and women roles in societies (Parsons and Bales, 1955)
The four perspectives are:
 The functionalist view
 The Conflict Response Perspective
 The Feminist Perspective
 The Interactionist Approach
3.3.1 The Functionalist View

Prominent theorists of this view are Parsons and Bales (1955). They argue that to function
effectively, the family requires adults who specialize in particular roles. It is their view that
women play the expressive, emotionally, supportive role and men the instrumental practical
role, with two complementing each other. In this case, instrumentality refers to focus on task,
more distant goals and concern for external relationship between a family and other social
institutions of harmony and the internal emotional affairs of the family. The flaws in this
categorization of women and men are well articulated by Schaefer (2008): In the world today,
particularly in the U.S.A, there are women who prefer not to have children and may therefore
not be expected to be baby sitters. Similarly, there are men who love spending time with
children.
3.3.2 The Conflict Response Perspective

The conflict response perspective is on the underlying power relations between men and
women. Conflict theories posit that the relationship between female and male has
traditionally been unequal with men being the dominant group in many societies. In most
42
societies, cultural beliefs about the dominant position of men over women are well
established such that the Beijing Platform for Action (UNDP, 1985) made about 28 years ago
cannot eradicate this cultural belief. Except for minority matrilineal societies in Ghana for
example, males are in controlling position.
Conflict theorists also argue that continued domination by males requires a belief system that
supports gender inequality. Money et al (2002), listed two such beliefs. The first is that
women are inferior outside the home (they are less intelligent, less reliable and less rational).
The second is that women are more valuable in the concluded that the subordinate position of
women in society is a consequence of social inducement rather than biological differences
3.3.3 The feminist perspective

Feminist’s theorists believes that the subordination of women to men, is associated with
injustice inherent in capitalist societies (Tuchman and Levine 1992), the theorists argue that
until recently, the discussion of women and society, was distorted by the exclusion of women
from academics thought, contributions of women to academic discourses were not published.
3.3.4 The Interactionist Approach

The interactionist researchers examined gender stratification on the micro level of everyday
behavior. This approach focuses on gender oriented behavior of men and women. For
example, men are more likely than women to change the topic of conversation and ignore
topics chosen by women. Men minimize the contributions and ideas of wo men (West and
Zummarmen 1983): These findings regarding cross-sex conversations have been frequently
replicated. They have striking implications for the struggle for gender equality.

1. In your own words, differentiate between gender and sex
2. Explain any two of the sociological perceptive of gender.
3.4. Feminism Concept

Feminism is the support for social equality for women and men as opposed to patriarchy and
sexism which is the belief that one sex is innately superior to the other. Macionis (2011),
reports that the first wave of feminism in the United states of America (USA) began in the
1840s, when women opposed to slavery rose up against the suppression of African American
43
women in particular and the oppression of women in general. Notable women leaders in this
effort were Elizabeth Cady Stanton and Lucretia Mott. The main purpose was to obtain the
right for women to vote, which was achieved in 1920 (Macionis 2011).
3.4.1. Principles of Feminism
Feminism is based on five general principles, which are explained as follows
(Macionis 2011).
1. Working to increase equality – This is about equal treatment. This principle
aims to have social equality for women and men.
2. Expanding human choice – the principle aims at a gender lens that reintegrate
humanity through the development of emotion, cooperation, rationality and
competition traits in both sexes (French, 1985)
3. Eliminating gender stratification – This principle is aimed at ensuring equality
of rights under the law. Feminism opposes laws and cultural norms that limit
the education, income and job opportunities for women. The Equal Rights
Amendment Law has not yet been passed as at 2011 (Macinois, 2011) .
4. Ending sexual violence – The aim is to eliminate sexual violence. Existing
patriarchal beliefs encourage violence against women in various forms such as
battering, rape, sexual harassment and even pornography (Freedman, 2002).
5. Promoting sexual freedom – Feminism aims to ensure women’s control over
their sexuality and reproduction. Feminism supports the free availability of birth
control information and free choice of using or not using them, a free choice to
have or not have children, end or keep a pregnancy, including gay people’s
freedom.
3.4.2 Types of Feminism
Feminism cannot be imposed on women and men. Both women and men must not
only be able to participate equally, they must want to do so. Stacey (1983), states
that although feminism agree on the importance of gender equality, they disagree
on how to achieve it. The different positions are explained through liberal
feminism, socialist feminism and radical feminism. Liberal feminism believes that
individuals should be free to develop their own talents and pursue their own
interests. This group of theorist accepts the basic organization of our society but
seeks an expansion of women’s rights and privileges Socialist feminism believes
that capitalism must change in order to replace “domestic slavery” of women’ The
theorists propose collective means of carrying out housework and childcare
44
(Macionis 2011). Radical Feminism in the other hand, believes that patriarchy is
so firmly entrenched that even a socialist revolution would not end it. Inst ead the
theory suggests that society must eliminate gender itself (Macionis 2011).
3.5 Gender diversity in the workplace

In the past, all the workplace were automatically assigned to temporary or part-time or low
responsibility jobs because it was understood that their first priority was taking care of their
families. Unmarried women were likely to quit as soon as they married (often to an up- and-
coming executive in the company), and married women were likely to quite as soon as they
became pregnant. Women with children were understood to care more about the children than
about work. In addition, there was a widespread belief that women were not as capable as
men, either physically or mentally or emotionally.
Today, women are not generally seen as inferior to men (in fact, it is common to hear that
men are inferior to women). And their women who want to put work first and family second..
Organizations have been slowly adjusting to these changes, learning to treat women as the
equals of men and not as a pool of potential dates. Both discriminating against female
employees (in terms of hiring and advancement) and treating them in a sexual manner (sexual
harassment ) are now against the law. However, there are some women in the workforce who
do place family first, .
Feminists worry that women (and presumably men!) should be allowed to have flexible work
arrangement and remain on the fast track. Some people regard issues of treatment of various
employee groups, such as those based on gender, race, and sexual orient ation as primarily an
issue of moral fairness. Women should be given the same career opportunities as men;
homosexual couples should be given the same health insurance benefits as heterosexual
couples. However, many managers would counter that organizations are goods and provide
services for money. Their responsibilities are to their stockholder to manufacture goods and
provide services for profit. Others see the issues primarily in strategic terms. Organizations
compete for human resources and as the workforce becomes more heterogeneous,
organizations will have to serve the diverse needs of this workforce or they will lose them to
their competitors. Organizations that discriminate against women are forced to select workers
from a smaller pool, reducing their ability to find top performers. At the same time, some
managers would point out that increased diversity can cause management problems. For
example, having more women has meant more problems with sexual harassment (even if it’s
45
the men’s fault). Increase diversity brings with it the need for more flexibility, which makes
management more complicated (e.g., scheduling, compensation plans, interpersonal
communication).
4.0. CONCLUSION
From what you have read in this unit, you have been able to deduce that fact that gender
diversity is becoming pronounced by the day. The recent acceptance of gay marriage, sex
exchange operations and unisex mode of dressing tend to challenge the traditional
understanding of gender which focused on gender roles as ascribed by society from time to
time. However, despite these changes, the functional view of gender as two complementary
roles is standing the test of time. The world however still has to deal with the issues of rape,
violence, abuse and discrimination against women.
5.0. SUMMARY
In this unit, you learnt about gender in society and in the workplace. Gender is the social
attributes and opportunities associated with being female and male; and the relat ionships
between women and men/ girls and boys and men/boy . Gender consists of socially ascribed
roles for all sexes that changes over the time and from society to society. The concept of
gender diversity is based on a distinction between sex and gender. Gender diverse people
define themselves and behave in ways that are not expected of people with their biological
sex. Such people may be heterosexual, bisexual, or homosexual. Gender diversity concepts,
include, physical sex, assigned sex gender indentify, gender role, gender presentation and
perceived gender. Sociologists proposed four perspectives aimed at understanding how and
why there are social distinctions of men and women roles in societies. These are the
functionalist view, the conflict response perspective, the feminist perspective and the
interactionist approach. The word feminism was peddled around in the early 1900s. it is the
support for equality for women and men as opposed to patriarchy and sexism which is the
belief that one sex is innately superior to the other. You learnt also about the five principles
of feminism and the types of feminism. Gender diversity in the workplace also focuses on the
equal and fair treatment of women when compared to men. There should be equal treatment
for homosexuals, single women, unmarried mothers and nursing mothers.
Gender equality in the workplace enhances organizational effectiveness. A heterogeneous
workplace in terms of men and women is better than only men or only women groups as
46
issues and problems could be discussed for a broader perspectives covering implications for
both sexes.
6.0. TUTOR MARKED ASSIGNMENT
1. Explain with illustrations four gender diversity concepts
2. What are the characteristics of gender diversity in the workplace?
3. Relate the feminism principles to the development of women in Nigeria.
7.0 References and Further Reading
Bernard, L. L. and Bernard, J (1943). Origins of American sociology. New York.

Crowell.
Bernard, J. (1964). Academic women. New York. Meridian Press.
Bernett, R. C & Rivers, (1996). She works /he works how two income families are happier,
leather and better off. San Fransisco. Harper Sanfransisco.
Cargan, L. & Melko M, (1982). Single. myths and realities. Beverly hill. CA. Sage.
Cook A & Glass C.(2013) Women in leadership positions: Towards an institutional analysis.
Online library.wiley.com
Creen. G. D and Bozett. F. W (1991). Lesbian mothers and gay fathers in J. C. Consiordk &
J. D. weinrich. Homosexuality. Research implications for public policy. New bury.
Park C A. Sage.
French, M (1955). Beyond power on women, men and morale. New York. Summit book.
Freedman, E. B. (2002). No turning back. The history of feminism and the future of women
New York. Ballon tine Books.
Houseknecht S. (1987). Voluntary childlessness. In M. B. Sussman & s. K Steinmtz .

Handbook of marriage and the family. New York. Plenum Press.
Hertz, R. (1986). More equal than others: women and men in dual career marriages.
Berkely.University of California Press.
Johnson C. L. Klee. L Schmidt (1988) Conceptions of percentage and kinship among children
in divorce. American Anthropologist. 90.
Leeman,Y & Volman M. (2000) Diversity in the classroom and educational research.
International Journal of Inclusive Education.
Lewin, E(1993) Lesbian mothers. Accounts of gender in American Culture. Hharca. NU.
Cornell University Press.
Levy, E E (1992). Strengthening the coping resources of lesbian families. Families in society.
47
Macionis,J. (2011) Society the basics. Lake City. Prentice -Hall
Mackin, E. (1987). Non – traditional family forms – in M. Sussman & S. Steinerz. (Eds).
Handbook of marriage and the family. New York. Plenum Press.
Mooney et al (2000) – see Unit/. West, C and Zimmermen O.H (1983)
Olowe, S. K (2012). Modern concepts and terminologies in sex and gender issues. Lagos
Concepts Publications. Limited.
Parsons, S. T. and Bales, R. (1955), family socialization and interaction process. Glencoe II
Free press.
Roby, Pamala (1972). Institutional and internalized barriers to women in higher

education. In Towards Sociology of Women by Constuitina Salilios –
Rothschild. Lexington Masschuselts. Xerox College Publishing
Rossi, Alice (1972). Academic Women on the move. New York. Russell Sage.
Schaefer, R.T.(2008) Sociology. New York. McGraw-Hill Incorporation
Stacey .J. (1983). Gay and lesbian families Queer like us. In M. A. Mason, A Skolruck & S.
D Sugerman (ceds). All our families New policies for a new century. New York
Oxford University Press.
Stacey. J. & Bilblary. T. S. 2001. How does the sexual orientation of the parents matter?
American sociological reviews.
Tuchman G,& Levine,H.G(1992:382-407) New York and Chinese food: The social
construction of ethnic pattern. Contemporary Ethnography Vol 22.No 3.
United nations Development Programme(1985). Beijing platform for Action. New York.
United Nations
U.S. Bureau of the Census (1998:59 – 60). Statistical abstract of the United States ,2000.
Washington Dc. US. Government Printing office.
Vannoy – Hiller. D & Philliber, W. W 1989. Equal Partners, successful women in marriage.
Newbury. Park. Sage.
West, C. & Zummanmen, D.H. ( 1983)Small insults and doing gender: A study of
interruptions in cross-sex conversations between unacquainted persons. In B. Thorpe,
C. Kranarrae & N Henley(eds) Language, gender &society. Cambridge, MA.
Newbury House
World Health Organization (2001). Prevalence rates for FGM. http://. Who. Int / hrhm/ hd/
FGM
48
MODULE 2 CONFLICT MANAGEMENT
Unit 1 The Nature Of Conflict

Unit 2 Conflict Prevention, Management and Resolution
Unit 3 Conflict Process and Curves
Unit 4 Responses of People In Conflict
UNIT 1 - THE NATURE OF CONFLICT

CONTENT
1.0. Introduction
2.0. Objective
3.0. Main Content
3.1. Definition of conflict
3.2. The life cycle of conflict
3.3. Organizational Effects of Conflict
3.4. Role Conflict Concept
4.0. Conclusion
5.0. Summary
1.0. INTRODUCTION
In the last unit, you learnt about managing diversity. In managing diversity and groups of
people conflicts often arise. Conflicts in one form or another are inevitable in
organizations, families and society. This is because of many reasons including perception
differences, different objectives, sharing of resources, and different values, among others.
An ideal situation where harmony exists among organizational staff members,
communities and families, or even nations, all the time does not exist. At the international,
national, communities, organizational and family levels, the role of the leader is to know
how to prevent and manage conflict if and when they occur. In this unit you will learn
more about the definition of conflict, the life cycle of conflict and other concepts of
conflict.
49
2.0. OBJECTIVES
At the end of this unit; you should be able to:
- Define conflict in your own words
- Explain the life cycle of conflict
- Enumerate the elements of role conflict
- Recognize the features of organizational conflict
3.0. MAIN CONTENT

3.1. Definition of Conflict
Conflict is commonly defined as a struggle or contest between people with opposing
needs, ideas beliefs values or goals. Erast-Orto (1981), points out the fact that conflicts
should not be defined simply in term of violence (behavior) or hostility, (attitudes), but
also in terms of incompatibility or differences in issue position. This definition focuses on
the behavioral aspect of conflict. In organizations, different stands on issues of policy and
operational matters lead to conlict.
Wallenstee (2002), Defines conflict as a situation in which two or more parties strive to
acquire the same scarce resources at the same time. This definition stresses that time factor
is important especially with an expanded definition of causes of conflict which include,
human security, environment, and economic orientation among others. These additional
areas often lead to conflict through differences in perception by different groups.
Perception is a central concept in conflict definition and management. Perception is
difficult to deal with as it involves disputes along religious values and belief systems
which cannot be solved by simple legislation or even with military solution. Perception is
the process by which people translate sensory impressions into a coherent and unified
view of the world around them. To a person, perception is equated with reality. For
example, acceptability of dress codes is based on perception of what is perceived as
acceptable along religious and cultural beliefs. It is not necessarily right or wrong. You
can now understand why perception is at the heart of conflict situations.
3.2. The Life Cycle of Conflict

Swanstrom and Wessman (2005), state that a conflict is not a static situation but a
dynamic one. Conflict has a life cycle like that of a human being. There is usually a start, a
50
mature and a resolution or death stages. Conflict tend to be cyclical. Conflicts need to be
described as cyclical with regards to their intensity levels, i.e. escalating from (relative)
stability and peace into crisis and war, thereafter deescalating into relative peace. Most
scholars also agree that these cycles are reoccurring. This proposition is strongly supported
by empirical research on conflict patterns. Here, it should be noted that many scholars add
stable, sometimes called durable, peace as an additional phase. In this phase the conflict is
considered resolved – i.e. the reoccurring pattern of the conflict has been stopped. Also,
most models divide both the escalation and de-escalation of the conflict cycle into phases.
It has also noted that in many cases the conflict model had taken the form of a U, or an
upside-down U.
Figure 1
The Conflict Cycle
Conflict Escalation phase De-escalation phase
Intensity
level
War Peace enforcement
Crisis Crisis management Peace keeping
Open
Conflict management Conflict
Conflict
management
Unstable
Direct Prevention Peace building
Peace
Stable Structural prevention Peace

consolidation
Peace
Early stage Mid-stage Late-stage

Source: Swanstrom and Weissman (2005) p.11
51
The curve is divided into five levels of conflict intensity (stable peace, unstable peace,
open conflict, crisis, and war) in a total of nine chronological phases. Stable peace is a
situation where tension between the parties is low and there exists different forms of
connections and cooperation between them, often including economic and environmental
cooperation, as well as cooperation within other non-sensitive issues-areas. During a
period of unstable peace, tension has increased. This is a situation where, albeit the
existing negative peace, the tension between the parties is so high that peace no longer
seems guaranteed. An Open conflict is when the conflict is defined and the parties have
taken measures to deal with it, even if militarized options are the preferable or likely
option. There is no regular open violence. In the de-escalation phase the pattern is
reversed, moving from war to crises, through open conflict and unstable peace to finally
reach a situation of stable peace.
Just as the phases of the conflict cycle are important, the connection between conflict
prevention and conflict-and crisis managing needs to be developed further. The easiest
way to separate between the concepts is by focusing on the time factor. Starting with
conflict prevention, it is by definition applied before the conflict has become open and
violent, i.e. to prevent a conflict from emerging in the first place (or to prevent a conflict
from re-escalating in a post-conflict phase). Conflict prevention measures are effective at
the levels of stable- and unstable peace before a conflict has become manifest. Here, it is
important to differentiate between structural measures that often aim at specific group or
issues such as economic development, political participation or cultural autonomy. The
benefits of applying structural measures at an early stage is simply that the acceptance of
preventive measures tends to be higher at low levels of inter-party suspicious and hence
more far-reaching and institutional measures can be implemented. If structural preventive
measures are implemented at an early stage, including both the building of institutions and
development of trust and (long-term) cooperation, they decrease the perceived need to ,
and hence risk of, escalating a potential conflict issues into the level of unstable peace.
In the unstable peace phase, the direct preventive measures are directed at issues with a
shorter term in mind, i.e. to reduce tension and create trust between the actors.
Simultaneously, the window of opportunity for longest-term initiatives, such as the
building of institutions, fades away slowly and the conflict becomes more issue- specific
and more costly in financial and political terms. Direct preventive measure can, for
52
example, be formal or informal workshops dealing with the possible conflict issues, they
can also aim at creating openness in certain fields such as the military, reducing military
spending, or achieving cooperation in rescue operations. Other examples include
sanctions, coercive diplomacy, the dispatch of special envoys, and problem-solving
workshop.
.
Conflict management and crisis management do, on the other hand involve tactics that are
enforced when violent conflict is deemed likely (conflict management) or imminent (crisis
management), but before a situation escalates into war. Conflict management can be
enforced, as soon as the conflict has been identified by the actors, as an effort to reduce
tension and prevent further escalation.
Crisis management is employed in the short time frame before a war is to erupt, when the
conflict escalates rapidly and the time for managing it is limited. This period is
characterized by a scarcity of time and other resources to address the conflict, as well as
inadequate information. Crisis management entails more drastic measures than conflict
management and aims at containing the outbreak of militarized conflict with all available
means. Examples of such measures include third party intervention by actors such as
stakeholders, Presidents of other countries and the United Nations. During the stage of
war, neither prevention nor management is possible. Military weapons are used as the
primary tool, even if political, economic and social tools are used simultaneously to
decrease the opponent’s willingness and / or capability of fight. At this stage, the actors
either have to fight things out until reaching a so-called hurting stalemate where both
parties realize the need to end the conflict, or peace has to be enforced by external actors.
At this stage there are of course many different measures that could be utilized, but few of
these are peaceful. One example of a measure is to prevent military conflicts from
spreading to other states or regions. It should be noted that there often is a great reluctance
to allow external intervention before war tiredness and a hurting stalemate has been
reached.
The later stages of peace building and peace recognition are often financially costly and
require enormous political and economic commitment from the international community
as well as the involved actors. This is not to mention the economic and social costs that
affect the population at large, but especially the poorer sections of society. In general, the
53
measures used in the de-escalation phases are often much more financially and politically
demanding than pro-active measures in the escalation phase.
1. With the aid of a diagram, explain the conflict cycle.
3.3. Organizational Conflict

There are many areas of an organization that could lead to conflict. The major ones are
structure staffing role relationship and resources allocation As subunits vie for control of
organizational resources, in order to pursue and protect their interests, conflict develops,
indeed, conflict is a ubiquitous phenomenon, not only among various groups or
organizational submits but among individuals. There are many levels of conflicts (Pondy
1967) such as:
Latent conflict: antecedent conditions of conflictful behavior (scarcity of resources,
different opinions etc.)
Perceived conflict: the way people feel (hostile, anxious, or whatever)
Manifest conflict: the way people behave (verbally attacking another’s position
withholding information from another group or person needing it , or physically fighting it
out – although this is frowned upon in most organizations)
The most useful definition seems to be that conflict is a dynamic process involving all of
these things. It is, of course, a social process, in that it involves the relationship between
two or more persons or groups. Although it is possible to observe or imagine a great
number of conditions leading to conflict, much conflict in organizations appears to arise
from one of three sources: (1) competition over scarce resources, (2) drives for autonomy,
and (3) bifurcation of subunit interests(Bobbit et al,1978)
Competition for scarce resources: a source of organizational conflict
Scarcity is, of course, a basic economic fact of life so that competition for scarce resources
will be orderly on a macroeconomic level, Within organizations, competition also goes on,
and in large decentralized organizations, quasi-markets are often established, whereby
subunits bid for resources and negotiate for the exchange of product, services, and money.
But unrestrained bargaining by sub-units within an organization, even though it may be
orderly, offers no assurance that the agreements reach will be in the best interests of the
organization as a whole. Agreements may be sub-optimal. Management therefore
frequently develops elaborate administrative procedures to resolve the competition for
scares resources within the organization. Budgeting is one such procedure.
54
.
The contest goes on in many forms within and between submits at all levels in the
organization. One example is the process by which role differentiation takes place within
groups. Determinants of a person’s role include his background, especially his habitual
ways of behaving (his talking, for example), and personal traits such as age, intelligence,
and reputation. The nature of the group task and the externally imposed structure, such as
a communications network, also help to determine his role.
In a sense, however, to say that such factors determine the role differentiation is an
oversimplification. Such an argument leaves out the actual process by which group roles
are agreed upon. A member of an organization first negotiates the terms of his
membership or employment. The organization offers him certain inducements, material or
psychological rewards or payoffs. It demands of him certain contributions in return-
behavior that contributes to the organization’s well-being or goal attainment. You might
assume that such negotiations largely cease, once an inducement-contributions bargain has
been struck and the member has entered the organization. But the negotiation process does
not end with recruitment of the members to the organization process relationships,
demands, and expectations that come to define the role structure emerge and evolve over
time. This oftentimes creates a source of conflict.
Drive for autonomy
If we accept the idea that some level of indifference is established when the individual,
joins an organization, we might posit that superior-subordinate conflict is most likely
when the two parties do not agree upon the bounds of this zone. What happens if a
subordinate resist direction from his superior or otherwise asserts autonomy? Often the
superior respond by invoking rules and regulation in order to regain control of the
subordinate’s behavior. Although this may insure minimum conformity, it may have
dysfunctional consequences. The subordinate’s behavior is likely to settle rather rigidly at
the minimum acceptance level.(Bobbit et al, 1978)
Autonomy is important for an organization’s members. because a person must retain a
degree of autonomy in order to look after his/her own interests, as he does in the outside
world. The relationships and some of the external are shown in the model.
We must remember that conflict may have both functional and dysfunctional components.
When we evaluate the outcome of a conflict episode, however, we judge it as good or bad
according to some value system. Thus, some particular manifest conflict may result in
55
personal costs (anxiety or frustration) organization’s functioning and be judges favorably
by someone with a different value system. In evaluating the results of conflict then, we
must be explicit in stating the value system that is out frame of reference.
Aftermath of
preceding conflict
episode
Environmental
Latent effects
conflict
Organizational and Suppression

extra Felt Perceived
conflcit and attention
organizational conflict
focus
tensions
mechanisms
Availability of
Strategic Manifest conflict
considerations aftermath resolution
mechanisms
Conflict
Figure 1. Stages of Conflict aftermat
Sources: Pondy, L. R. 1967
This type of conflict may be seen most vividly in the almost classical conflict between the
sales and production departments of a manufacturing organization. The production
department’s goal may be to manufacture specified products to meet certain constraints of
quality, and cost. The sales department’s goal is to market and sell the products, with
certain constraints of costs, profitability, and customer satisfaction. The sales department
is, of course, dependent upon the production department to meet its goal. Customer
satisfaction may demand quickly-filled orders and customer-designed products. If
planning and coordination are not timely, these demands may be costly in terms of money
and productively for the manufacturing department. As with competition over scarce
resources, the conflicts arising from the divergence of sub units goals may be handle
through bargaining. Although most large organizations have develop other mechanism to
help sometimes, goal differentiation may reduced by reconstituting sub units so that
functionally dependent activities are carried out by the same submit. Another possible
56
solution is to change the incentive system so that functionally interdependent submits
share rewards. The object is to reduce goal differentiation between the units.
Role conflict experienced largely within the individual is another source of trouble. It
frequently occurs in the area of superior-subordinate relationship, particular at the first-
line-middle supervisor’s level. The first-line foreman has often been called a “man-in-the-
middle.” because his superior and his superior’s superior expect him to represent
management to the workers. He is their interface with the employees. At same time his
subordinate expect him to represent them to management; and unless he can depend their
interests he is likely to lose their sympathetic support, without which he may have great
difficulty in running an effective department. Thus he finds himself in a role conflict
situation.
3.4. Organizational effects of Conflict

Most organizations live with considerable latent conflict unperceived and unresolved.
Cyert and March(1963), also argue that some of this latent conflict may remain
unperceived because certain of this coalition’s demands are nonoperational; that is their
fulfillment cannot be verified – hence neither can their non fulfilment. More important,
organization seem to attend to goals sequentially rather than simultaneously, so that they
trade offs between incompatible goals may not be apparent, and conflicts potential,
therefore, remain unperceived.
The third stage of conflict is felt. It is possible to perceive the conditions for conflict
without experiencing affect or emotion. But conflict is often when it is felt as well as
perceived. Pondy(1967), has defined the manifest phase when one person knowingly
(through not necessary deliberately) frustrates the goals of another. Because human beings
are problem solvers they will try to resolve conflict that may be perceived and felt.. It is
only when these mechanisms fail to resolve conflict that it will become manifested in
conflictful behavior.
.
3.5 Role Conflict Concept
One major concept that important to the nature of conflict is the roles people perform in
organizations. How roles are perceived and carried out often fundamental to the nature of
conflict. A role is the ascribed behavior expected from the incumbent of a position.
57
Individuals often play many riles at a time for example a person can be chief executive of
an organization, he can at the same time be a traditional chief of his community, as well as
a father. Women also perform multiple roles as managers, chief executives of
organization, mother and community leaders. Situation like this often lead to role in
congruency (Bobbit et al, 1978). When this occurs the person is likely to experience intra
role conflict or inter role conflict.
Intra role conflict occurs when there are different expectations making it difficult for the
incumbent to satisfy all expectations. Intra role conflict also occurs when there is lack of
understanding of the expectations by the incumbent of a position. A young lecturer, who
suddenly finds himself as Head of Department, may treat senior colleagues with disrespect
out of improper understanding of his role and the temporary nature of the appointment.
Inter role conflict takes place when someone occupies many roles simultaneously (Bobbit
et al, 1978). Women in top management positions often have conflict with their husband
or family due to inter role demands.
4.0 CONCLUSION
In this unit, you have learnt that conflict is inevitable once human beings interact to
achieve a common goal. Managers need to be aware of the causes/sources of conflict and
how to manage them. When conflicts are not well managed early enough, they often result
into crisis and wars. Expression of dissatisfaction by individuals or groups in an
organization should not be swept under the carpet.
5.0 SUMMARY
In this unit, you have learnt about the definition of conflict, the life cycle of conflict, the
elements of conflict and the features of organizational conflict. Conflict is commonly
defined as a struggle or contest between people with opposing needs, ideas, beliefs, values
or goals. You have learnt about the conflict cycle which shows the movement from a
condition of stable peace to war. Causes of conflict in an organization include competition
for scarce resources and role differentiation.

1. Explain the progression of conflict from the latent stage to peaceful settlement.
2. What are the effects of conflict in organizations?
58
7.0 REFERENCES AND FURTHER READING
Bobbit,H,R,J, Breintholt,R.H, Doktor R.H. and McNaul,J.P(1978). Organizational
behaviour, Englewoods. Prentice –hall
Cyert, R. M., J. G. March. (1963) A Behavioral Theory of the Firm. 2nd ed. Prentice Hall,
Englewood Cliffs, NJ
Pondy, L.R (1967: 296-320) Organizational conflict: concepts and models. Administrative
Science Quaterly. 12.Septemeber.
Swamstram,N.L.P and Weismen,M.S(2005) Conflict, conflict prevention, conflict

management and beyond: a conceptual exploration. Washington. Central Asia
Caucasus Institute.
59
UNIT 2 CONFLICT PREVENTION, MANAGEMENT AND RESOLUTION
CONTENT
1.0. Introduction
2.0. Objectives
3.0. Main Content
3.1. Conflict Prevention
3.2. Conflict Management
3.3. Conflict Resolution
4.0. Conclusion
5.0. Summary
6.0. Tutor Marked Assignment
1.0. INTRODUCTION
In unit 1, you learnt about the nature of conflicts and conflict in organizations. In this unit,
you will learn more about conflict prevention, management and resolution. These three
concepts are different and you need to be aware of these differences as they often mean
different things to many people. There are many definitions for each of the concepts, but
they are all related.
2.0. OBJECTIVES
 Define conflict prevention management and resolution
 Apply the terms to conflict situations
 Explain the characteristics of conflict prevention, management and resolution
3.0. MAIN CONTENT

3.1. Conflict Prevention
Conflict prevention is often divided into two categories: direct prevention and structural
prevention. Direct conflict prevention refers to measures that are aimed at preventing
short-term, often imminent, escalation of a potential conflict. Structural prevention
focuses on more long term measures that address the underlying cause of a potent ial
conflict along with potentially escalating and triggering factors. Economic development
60
assistance or increased political participation are examples of structural prevention, while
the dispatch of a mediator or the withdrawal of military forces are exa mples of direct
prevention. The distinction between structural and direct prevention is important,
Especially in the policy field although many measures such as military disarmament can
have both structural and direct effects.
The next concept that needs to be explained is conflict prevention. Despite the wide array
of writings on conflict prevention, there is a lack of consensus regarding its definition. (
Ackerman, 2003). Thus there is a wide range of definitions, ranging more narrow ones
focusing on limited ways of preventing conflict. Lund (1996), defines preventive
diplomacy as actions taken in vulnerable places and times to avoid the threat or use of
armed force and related forms of coercion by states or groups to settle the political
disputes that can arise from destabilizing effects of economic, social, political, and
international changes. Boutros-Ghali (1996), defines preventive diplomacy as the use of
diplomatic techniques to prevent disputes arising, prevent them from escalating into armed
conflict and prevent the armed conflict from spreading. These definitions are limited to
diplomatic measures and exclude non-diplomatic measures such as economic development
or military measures. It needs to be noted that preventive diplomacy is a problematic term.
As has been noted above the term focuses on diplomatic efforts of conflict prevention
during the early stages of a conflict, while conflict prevention defines a wider set of
preventive measures of which diplomacy merely is one aspect.
Among the more inclusive definitions is that of in Carment and Schnabel’s (2003), which
defines conflict prevention as “a medium and long-term proactive operational or structural
strategy undertaken by a variety of actors, intended to identify and create the enabling
conditions for a stable and more predictable international security environment.”Lund
(2002), suggests a wider definition which defines it as any structural or intercessory means
to keep intrastate or interstate tension and disputes from escalating into significant
violence and use of armed forces, to strengthen the capabilities of potential parties to
violent conflict for resolving such disputes peacefully, and to progressively reduce the
underlying problems that produce these issues and disputes”.This definition takes into
consideration any measures that prevent violent conflicts and strengthen the capacity of
concerned actors to act structurally to reduce the possibility of conflict.
61
3.2. Conflict Management
Tanner (2000), defines conflict management as the limitation, mitigation and/or
containment of a conflict without necessary solving it. Wallensteen (1994) and
Swanstrom (2002) have added to this definition and argued that the conflict management
should imply a change, from destructive to constructive, modes of interaction. Zartman
(1987), argues that conflict management refers to eliminating violent and violence-related
actions and leaving the conflict to be dealt with on the political level. Zartman’s argument
has been somewhat criticized as NGOs, and academic institutions have emerged as
important actors and now influence the conflict management process.
Self Assessment Exercises

1. In your own words define conflict prevention and conflict management.
2. All conflict prevention all conflict can be prevented. Discuss.
3.3. Conflict Resolution

The process of conflict management is the foundation for more effective conflict
resolution. A distinction between conflict management and conflict resolution is, however,
needed as a starting point as the concepts are often confused or integrated in an
inappropriate manner. Conflict resolution refers to the resolution of underlying
incompatibility in a conflict and mutual acceptance of each party’s existence.
Zartman (2000), points out that both the conflict resolution aspect (negotiation) and the
management aspect are needed to arrive at a peaceful result. He argues that they are both
ends of the same continuum. One end aims at resolving the current conflict so that
business or peace can move on while the other aims at resolving the deeper underlying
conflict over time.
Conflict resolution can be both formal and informal. It can either aim at resolving or
terminating conflicts in an open and predictable process in accordance with legal
principles .In summary, conflict management and conflict resolution are different
concepts, but at the same time they are closely interrelated. They are two mechanisms at
different sides of a continuum, used to deal with the same conflict but at different stages of
these conflicts. Conflict management and conflict prevention have, in a similar way, been
argued to be different sides of the same coin. It has also been argued that conflict
management is required in order to enable the initiation of preventing measures aimed at
62
resolving the dispute. Zartman (1997), argues that the difference merely exists in theory
and that both concepts are still problematic.
4.0. CONCLUSION
Organizational managers and social leaders need to be informed about conflict prevention,
management and resolution. You would also have noticed that conflict is inevitable once
you have two and more people interacting with one another. But such conflict does not
have to have negative outcomes all the time. There are functional outcomes that could
bring out the creativity in those concerned. Wars have always provided opportunities for
inventions and creative ways of solving problems. The separation of the three concepts,
even when approached as different sides of the same coin or as a certain continuum,
creates a problem. In theory, it has been regarded necessary to make a distinction between
conflict resolution, management and prevention, as a way of simplifying reality to enable
the construction of a theoretical model. However, this separation is not only artificial, but
also incoherent as different scholars use their own definitions of the respective concepts. A
more coherent definition of prevention and management is thus needed, a definition that
can be integrated with other mechanism for handling conflicts.
5.0. SUMMARY
In this unit, you learnt about conflict prevention management and resolution. Conflict
prevention is divided into direct prevention and structural prevention. Direct prevention
refers to measures that are carried at preventing short-term, imminent escalation of a
potential conflict. Structural prevention focuses on mere long-term measures that address
the underlying causes of a potential conflict. Conflict management is the limitation,
mitigation and or containment of a potential conflict without necessary solving it. It is
usually used in relation to violent – related conflict. Conflict resolution refers to the
resolution of underlying incompatibility in a conflict; conflict resolution can be both
formal and informal.
1. The separation of conflict prevention management and resolution as a mere
academic exercise. Discuss.
2. Explain the conflict resolution concepts
.
63
7.0 REFERENCES AND FURTHER READING
Boutros Boutros-Ghali(1996) Challenges of Prevention Diplomacy. The role of the United

Nations and its Secretary-General”, in Preventing diplomacy. Stopping wars before
they start, ed, Kevin M, Cahill (New Yourk: Basic Books and the Center for
International Health and Cooperation, 18.
Cyert, R. M., J. G. March. 1963/1992. A Behavioral Theory of the Firm. 2nd ed. Englewood
Cliffs, NJ. Prentice Hall,
Carment D and Schnabel,A “Introduction – Conflict Prevention: A concept in search of a

policy”, in Conflict Prevention. Path to Peace or Grand Illusion?, eds.
Fred Tanner(2002), Conflict Prevention and Conflict Resolution: Limits of

Multilateralism. International Review of the Red Cross, September.
Lund M, 1996),37.Preventing Violent Conflicts . Washington, D. C,; United State Institute of

Peace Press,
Lund, M (2002) Preventing Violent Intrastate Conflict: Lessons from experience in Searching
for Peace in Europe and Eurasia: an Overview of Conflict Prevention and
Peace building Activities, eds. Paul van Tongeren, Hans van de Veen & Juliette
Verhoeven (Boulder, CO: Lynne Rienner, , note 6.
Wellensteen,P(2002) Frank ring till Fred Om konfliklosming I dept gbabala Cooperation

system (stormholk: Almqvistc & WIksell, Niklas L. P, Swanstroom, Regional
Cooperation and Conflict Management p: Lessons from the pacific Rim (Uppsala:
Department of peace and conflict Research,
Zartman W.I(1997), Towards the resolution of international conflict. In peace making in

international conflict: mothod & technique eds. William I. Zartman and Lewis
Rasmusteen.(Washington:United State of Institution of Peace Press, 11.
Zartman,W.I (2000) Conflict Management: The Long and Short of it” SAIS Review, Vol 20,
no 1
Zartman W.I and J. Lewis Rasmussen, eds., Peacemaking in international conflict methods &
techniques (Washington: United States Institute of Peace Press, 1997)
64
UNIT 3 THE CONFLICT PROCESS AND CURVES
CONTENT
1.0. Introduction
2.0. Objectives
3.0. Main Content
3.1. Stage1: Potential Opposition or Incompatibility
3.2. Stage 2: Cognition and Personalization
3.3. Stage 3: Intention
3.4. Stage 4: Behavior
3.5. Stage 5: Outcomes
3.6. Stage 6: Conflict Curves.
4.0. Conclusion
5.0. Summary
7.0. References/Further Reading
1.0. INTRODUCTION
In the last unit, you learnt about the conflict prevention, management and resolution. In
this unit you will go a step further to learn about the conflict process and conflict curves.
The conflict process explains the various stages from pre conflict to conflict outcomes.
The knowledge will further enhance your understanding of conflict issues.
2.0. OBJECTIVES
 Enumerate the stages in a conflict process
 Indentify the stage a conflict is in
 Fit a conflict stage to a conflict curve
3.0. MAIN CONTENT

There are four stages in any conflict process (Robbins and Judge 2007). These stages are
discussed to enhance your understanding of conflict management.
3.1. Stage 1: Potential opposition and incompatibility.
Potential opposition and incompatibility form the first stage of the conflict process.
Perceptions of poor treatment, inequity, inequality or being left out of the scheme of things
65
in an organization constitute potential sources of conflict. When a person or groups of
people get dissatisfied with a situation, there is a stage for conflict. Not all situations of
dissatisfaction lead to conflict but these conditions listed are necessary if conflict is to
manifest. Robbins (1974), proposes three categories of potential sources of conflict. These
are communication, structure and personal variables.
For example, Mr Dauda always come to the office in an angry mood wherever he had a
big quarrel with is wife. In this mood, he usually becomes a poor listener, taking it hard on
his secretary and other administrative staff. The secretary usually ends up weeping and
decided to unite to personnel for a change of posting. Communication failure through
misunderstanding, semantic difficulties, and other “noise” are potential sources of conflict.
Robbins (1974), reports that a review of research suggests that differing word
connotations, jargon, insufficient exchange of information are all potential antecedent
conditions to conflict. Potential conflict is more likely when there is either too little or too
much communication. Too much communication leads to information overload, which can
be lead to confusion and loss of memory of very important actions to be taken. In oral
communication, the passing of communication from one person to another often leads to
distortion and rationalization which could lead to conflict.
Structure
Structure refers to the pattern of relationship in an organization. Mrs Adebowale and Mrs
Boyo are colleagues and friends. Mrs Adebowale is in charge of sales while Mrs Boyo is
in charge of credit control. Mrs Boyo wants to minimize sales on credit, while Adebowale
wants to make as much sales as possible. Such sales involve a lot of credit. This
functional relationship became a source of conflict between two friends. Structure includes
the size of an organization, the degree of specialization tasks assigned and jurisdictional
clarity. Overlapping and underlapping of duties are sources of potential conflict. The
diversity of goals is a major source of conflict. When groups or powerful position holders
seek diverse ends, there are opportunities for conflict.
Personal variables
Strong likeness or dislikes of people are sources of potential conflict. Bosses are often
attracted to some of their subordinates more than others. Such favoritism is a source of
potential conflict. Personal variables also include, personality, emotions, and values high
authoritarian and dogmata people created avenues for conflict. Values in relation to
attribute to work, honesty corruption, prejudices are potential sources of conflict.
66
3.2. Stage II: Cognition and Personalization
If the situations discussed in stage 1 are not nipped in the bud, then there is progression to
the second stage of acknowledging that there is really a conflict situation. This is the stage
where the affected person felt that he/ she has to define or say something about the
negative situation. At this stage, the parties involved recognized that there is a cause for
conflict. The two parties at the stage, decide what the conflict is about which is the first
step towards settlement. The conflict might end at this stage, if negative emotions are
quickly brought under control.
3.3. Stage III: Intentions

Thomas (1992), states that intentions between people’s perceptions, emotions and their
overt behavior. Intentions are decisions to act in a given way, either to end the conflicts or
take it further. A lot of conflicts are escalated due to one party attributing the wrong
intentions to the other party. Additionally behavior does not accurately reflect a person’s
intentions. Thomas (1992), demonstrates this in figure 1, which shows the dimensions of
conflict handling intentions.
Dimensions of Conflict Handling Intentions
Assertive
Competing Collaborating
Assertiveness Compromising
Unassertive Avoiding Accommodating
Uncooperative Cooperativeness Cooperative
Figure 2 Dimensions of Conflict Handling Situations

Source: Thomas(1992:608)
Figure 2 shows four primary conflict handling intentions along dimensions of

cooperativeness and assertiveness. Cooperativeness is the degree to which one party tries
67
to satisfy the other parties attempts to satisfy his or her own concerns. The five handling
conflict intentions are competing (assertive and uncooperative); collaborating (assertive
and cooperative); avoiding (unassertive and cooperative); accommodating (unassertive
and cooperative) and compromising (midrange on both assertiveness and
cooperativeness).
3.4. Stage IV: Behavior
This is the stage where conflict becomes visible. The behavior stage includes statement,
actions and reactions of conflicting parties. These behaviors are usually open attempts to
implement each other’s intentions. Conflict is often heightened when there are
miscalculations or misinterpretations of the intentions of conflicting parties. Conflicting
parties’ behavior range from minor disagreement to overt behaviour aimed at destroying
each other. Minor disagreements are characterized by subtle, indirect and highly controlled
forms of tension. An example is a student protesting his/her grade or graduating class.
Conflict intensifies as it moves upward along the continuum to overt efforts to destroy
each other. Functional conflicts in organizations are often confined to minor
disagreements and challenges.
3.5. Stage V: Outcomes
There are consequences for every stage of the conflict – intensity continuum. These
outcomes may be functional or dysfunctional.
Functional outcomes
Conflict outcomes are functional when they improve the quality of decisions, stimulate
creativity and innovation, encourages interest and curiosity among group members
(Robbins, and Judge, 2007). Conflicts in this case, improve the quality of decision making
by considering all points relating to the cause of conflicts enhance creative ideas and
reassessment of group goals and activities. Conflict among government training and
development organizations, may lead to mergers of institutions, which can make for better
outcomes.
Dysfunctional outcomes
Conflicts can be highly dysfunctional. A lot of productive time is spent setting conflict.
Uncontrolled opposition breads discontent, which leads to the destruction of the group.
Robbins and Judge (2007), state that the more undesirable consequences are reduction in
group cohesiveness, and subordination of group goals to the infighting among members.
At the extreme, conflict can bring group functioning to a halt and potentially threaten the
group’s survival. When unions go on strike, they paralyze the workings of an organization.
68
Self Assessment Exercises
1. Enumerate the characteristics of the five stages in the conflict process.
2. Explain the five dimensions of handling conflict as proposed by Thomas
(1992).
3.6. Conflict curves

In the last five sections, you learnt about the conflict process. In this section you will learn
about the diagrammatic presentation of this process in form of curves or waves. The
conflict cycle is re-occurring over time and passes through the different stages over and
over again. In an ideal model of the conflict curve,, a conflict moves trough all stages in
each cycle until the conflict is eventually resolved. In this case, the upside down a wave of
U-curves, reaching the level of war and then de-escalating to the level of stable peace,
until the conflict is untimely resolved (if ever)
War
Crisis
Open conflict
Unstable peace
Stable peace
Model 1
In reality all waves of the conflict do not look the same. The conflict cycle in model 1
simply does not correspond to the patterns of real conflicts despite the fact that is has a
more flexible curve. A re-escalation of a conflict can occur at any point during the de-
escalation phase and does not necessarily follow the standardized ideal curve. In fact it is
more likely that a conflict re-escalates the higher the intensity level between the higher
levels of the conflict cycle.
War
Crisis
Open conflict
Unstable peace
Stable peace
69
Model 2
Conflict tends to “bounce” between the higher levels of the conflict cycle and it tends to
be difficult or even impossible, to reduce the conflict intensity and increase the long-term
trust. These patterns are often seen in protracted conflict, such as the Israel/ Palestine
conflict. It is also important to know that not every escalation of conflict reach the
intensity level of war (model). The parties might not be able to ultimately resolve the
conflict, or even move into the level of unstable peace. At the same time, however, the
conflict’s intensity level might never reach the war level. This pattern is especially
noticeable in conflict that is pro-longed and disregarded by the international community.
To add further complexity to the wave pattern, it should be noted that the same kind of
pattern can, and is, occurring in the escalation phase of the conflict where the conflict
moves without reaching a level where more concrete and long-term solutions can be found
and implemented. A conflict’s life cycle is simply not properly represented by a simple
line that follows one specific pattern, neither during the escalation phase, nor during the
de-escalation phase.
The multi-curve model
In reality, the wave pattern is far more complex than has been indicated so far. In fact,
each conflict arguably includes a large number of sub-conflicts over a wide array of issues.
Each of these sub-conflicts has its own conflict cycle at any set point in time. The sub-
conflict will thus be at different points of their respect ive cycle. Consequently, the
consequence, will be in different conflict phases that need not overlap with the current
phases of the conflict. Consequently. At any point in time for there might thus be a need
for structural prevention, direct prevention, conflict management, as well as crisis
management and resolution measures, peace building and peace consolidation.
4.0. CONCLUSION
Having read this unit, you would have realized that conflict does not just start. It builds up.
gradually. It is when the situation is not quickly or properly managed that is degenerates to
overt negatively behavior and event wars. The Boko Haram conflict in Nigeria is a case
point. There may be conflicts within conflicts, hence each situation has to be resolved on
its own merit.
70
5.0. SUMMARY
In this unit, you have learnt about the conflict process. There are five stages in conflict
process. The first stage is that of potential opposition or incompatibility which may or
may not be considered important for any further action. Stage II is where the aggrieved
partly and recognized that he/she is dissatisfied and voices it out or makes it apparent to
the other party or other members of the group. Stage III is the stage where the conflict
parties decide covertly or overtly, what to do about the conflict situation. Stage III is the
stage where visible reactions to the conflict are brought out. The outcomes of conflict are
often in terms of positive (functional) outcomes and negative (dysfunctional outcome).
6.0. TUTOR MARKED ASSIGNMENTS

1. Relate the stages in the conflict process to a conflict situation you have witnessed
or come across.
2. Conflicts are not always destructive. Discuss.
7.0. REFERENCES/FURTHER READING

Dunnette and L. M Hough, Handbook of Industrial and organizational Psychology.
Califonia. Consulting Psychological Press.
Ernst-Otto, C. (1981: 101) International Politil. Ein Konflikmodel. Paderborn. Schoneingh
Robbins, S. P. (1974) Managing organizational conflict: a nontraditional approach: Upper

Saddle River. N. J. Prentice Hall.
Thomas, K (1992:668). Conflict and negotiation process in organizations. In M.D. Dunnette

and L.M. Hough, Handbook of Industrial and organizational psychology.
California. Consulting Psychological press.
Wallensteen, P. (2002), Understanding conflict resolution war, peace and the global system
London, Sage publishing.
71
UNIT 4 RESPONSES OF PEOPLE IN CONFLICT
CONTENT
1.0. Introduction
2.0. Objectives
3.0. Main Content
3.1. Modes of Responses to conflict
3.1.1. Competing
3.1.2. Avoiding
3.1.3. Accommodating
3.1.4. Compromising
3.1.5. Collaborating
3.2. Factors influencing the modes of responses to conflict
3.3. Selection of conflict management style
4.0. Conclusion
5.0. Summary
7.0. References/ Further Reading
1.0. INTRODUCTION
In the last unit you learnt about the conflict processes and curves. In this unit, you will
learn more about people’s responses to conflict situations and the various models of
managing conflict have been established by management experts (Algert 1996, Algert and
Watson 2002). Once a group of people come together to achieve a goal, conflict is
inherent in the stages of development of the group from the inauguration to a highly
performing group. Such conflicts can however be minimized by an awareness and
avoidance of their causes.
2.0. OBJECTIVES
At the end of the unit, you should be able to :
- Explain the modes of responses to conflict management
- Enumerate the factors that influence the modes of responses to conflict
- Select an appropriate conflict management style
72
3.0 MAIN CONTENT
3.1 Modes Of Responses To Conflict
Physiologically we respond to conflict in one of two ways – we want to “get away from
the conflict” or we are ready to “take on anyone who comes our way.” Think for a
moment about when you are in conflict. Do you want to leave or do you want to fight
when a conflict presents itself? Neither physiological response is good nor bad – it’s
personal responses. What is important to learn regardless of our initial physiological
responses to conflict, is that we should intentionally choose our response to conflict.
Whether we feel like we want to fight or flee when a conflict arises, we can deliberately
choose a conflict mode. By consciously choosing a conflict mode instead of to conflict, we
are more likely to productively contribute to solving the problem at hand. This unit will
discuss five conflict response modes that can be used in conflict management. These are:
 Competing
 Avoiding
 Accommodating
 Compromising
 Collaborating
Each of these modes can be characterized by two scales: assertiveness and cooperation.
None of these modes is wrong to use, but there are right and wrong times to use each. The
following sections describe the five modes. The information may help each team member
to characterize her/his modes for conflict management The modes are shown
diagrammatically in Figure 4.1.
Accommodating Collaborating
Cooperativeness Compromising
Avoiding Competing
Assertiveness
Figure 4.1: Five Modes of Conflict Management
Source: Froyd (2013) http://www.foundation coalition.org/teams
73
3.1.1 Competing
The competing mode is high assertiveness and low cooperation. This mode is appropriate
when quick action needs to be taken, when unpopular decisions need to be made, whe n
vital issues must be handled, or when one is protecting self-interests.
Competing skills required to achieve this are:

 Arguing or debating
 Using rank or influence
 Asserting your opinion and feelings
 Standing your ground
 Starting your position clearly
3.1.2 Avoiding
The avoiding mode is low assertiveness and low cooperation. Manu times people will
avoid conflict out of fear of engaging in a conflict or because they do not have confidence
in their conflict management skills. Times when the avoiding mode is appropriate are
when you have issues of low importance, to reduce tensions, to buy some time, or when
you are in a position of lower power.
The skills for using the avoiding mode are:

 Ability to withdraw
 Ability to sidestep issues
 Ability to leave things unresolved
 Sense of timing
3.1.3 Accommodating
The accommodating mode is low assertiveness and high cooperation. This mode is
appropriate when there is need to demonstrate reasonableness, develop performance,
create goodwill, or keep peace. Some people use the accommodation mode when the issue
or outcomes is of low importance to them
The skills required to make this work are:
 Forgetting desires
 Forgetting selfishness
74
 Ability to yield
 Obeying orders
3.1.4 Compromising
The compromising mode involves moderate assertiveness and moderate cooperation.
Some people define compromise as both parties winning.
Times when the compromising mode is appropriate are when you are dealing with issues
of moderate importance, when you are dealing with issues o f moderate importance. When
you have equal power status, or when you have a strong commitment for resolution.
Compromising mode can also be used as a temporarily solution when there are time
constraints.
Compromising skills are:
 Negotiating
 Finding a middle ground
 Assessing value
 Making concessions
3.1.5 Collaborating
The collaborating mode is high assertiveness and high cooperation..Collaboration involves
coming together to solve a common problem. This seems to be the best approach as it
involves sharing of ideas to solve a problem or tackle an issue. However, collaboration
takes a great deal of time and energy. Therefore, the collaborating mode should be used
when the conflict warrants the time and energy. Times when the collaboration mode is
appropriate are when the conflict is important to the people who need an integrative
solution, when the issues are too important to compromise.
Collaboration skills are:
 Active listening
 Nonthreatening confrontation
 Identifying concerns
 Analysis inputs

75
1. Describe the skills necessary for using any three of the five modes of response to
conflict.
3.2 Factors influencing the Modes of Response to Conflict

Some factors that can impact on how we respond to conflict are listed below with
explanations of how these factors might affect (Froyd,2013).
 Gender Some of us were socialized to use particular conflict modes because of our
gender. For example, some males, because they are male, were taught “always stand up to
someone, and, if you have to fight then fight.” If one was socialized the way he will be
more likely to use assertive conflict modes versus using cooperative modes.
 Self-concept How we think and feel about ourselves affect how we approach conflict.
Do we think our thoughts, feelings and opinions are worth being heard by the person with
whom we are in conflict?
 Expectations Do we believe the other person or our team wants to resolve the
conflict?
 Situation Where is the conflict occurring, do we know the person we are in conflict
with, and is the conflict personal or professional?
 Position (Power) What is our power status relationship, (that is, equal, more, or less)
with the person with whom we are in conflict?
 Practice Practice involves being able to use all five conflict modes effectively, being
able to determine what conflict mode would be most effective to resolve the conflict, and
the ability to change modes as necessary while engages in conflict.
 Determine the best mode Trough knowledge about conflict and trough practice we
develop a “conflict management understanding” and can, with ease and limited energy,
determined what conflict mode to use with the particular person with whom we are in
conflict
 Communication skills The essence of conflict resolution and conflict management is
the ability to communicate effectively. People who have and use effective communication
will resolve their conflict with greater ease and success.
 Life experience As mentioned earlier, we often practice the conflict modes we saw
our primary caretaker(s) use unless we have made a conscious choice as adults to change
or adapt our conflict styles. Some of us had a great role models teach us to manage our
conflicts and others of us had less-than-great role models. Our conflicts and others of us
had less-than-great role professional, have taught us to frame conflict as either something
76
positive that can be worked through or something positive that can worked trough or
something negative to be avoided and ignored at all costs.
Discerning how we manage our conflict, why we manage conflict the way we do, and
thinking about the value of engaging in conflict with others are important. With better
understanding we can make informed choices about how we engage in conflict and when
we will engage in conflict. The next section provides points for us to consider when
determine if we will enter into a conflict situation or not.
3.3. Selection of Conflict Management Style.

There are times when we have a choice to engage in or avoid a conflict. The following six
variables should be considered when you are deciding whether or not to engage in a
conflict. Froyd.(2013).
1. How invested in the relationship are you?
The importance of the working/personal relationship often dictates whether you will
engage in a conflict. If you value the person and/or the relationship, going through the
process of conflict resolution is important.
2. How important is the issue to you?
Even if the relationship is not of great value to you, one must often engage in conflict if
the issue is important to you. For example, if the issues is a belief, value, or regulation that
you believe in or are hired to enforce, then engaging in the conflict is necessary. If the
relationship and the issue are both important to you, there is an even more compelling
reason to engage in the conflict.
3. Do you have the energy for the conflict?
Many of us say, “There is not time to do all that I want to do in a day.” Often the issue is
not how much time is available but how much energy we have for what we need to do.
Even in a track meet, runners are given recovery time before they have to run another race.
Energy, not time, is being managed these situations.
4. Are you aware of the potential consequences
Prior to engaging in a conflict, thinking about anticipated consequence from engaging in
the conflict is wise. For example, there may be a risk for you safety, a risk for job loss, or
an opportunity for a better working relationship. Many times people will engage in
conflict and then be shocked by the outcome or consequence of engaging in the conflict.
Thoughtful reflection about engaging in or avoiding a conflict. Is necessary.
5. Are you ready for the consequences?
77
After analyzing potential consequences, determine whether you are prepared for the
consequence of engaging in the conflict. For example, one employee anticipated a job loss
if she continued to engage in the conflict she was having with her boss over a particular
issue. After careful consideration, the employee thought and believed strongly enough
about the issue that she did engage in the conflict with her boss. Her annual contract was
not renewed for the upcoming year. Because this individual had thought through the
consequences of engaging in the conflict, she was prepared to be without a job for a while
and able to financially and emotionally plan for this outcome. Most consequences of
engaging in conflict are not this severe but this example illustrates the value of thinking
through consequences.
6. What are the consequences if you do not engage in the conflict?
To avoid losing a sense of self, there are times when you must engage in conflict. Most
people have core values, ideas, beliefs, or morals. If a person is going to sacrifice one of
their core beliefs by avoiding a conflict, personal loss of respect must be considered. In
such cases, even if a person is not excited about confronting the conflict, one must
carefully consider the consequences of evading the conflict. When the personal
consequences of turning away from the conflict outweigh all other factors, then a person
usually must take part in the conflict.
4.0 CONCLUSION
You have learn about the modes of responding to conflict. Through conflict self
awareness, you can effectively mange conflicts better whether in the home or in the office
environment. Ways of managing conflict should be taught in organizations to minimize
the usage of time and other resources for the settlement of conflicts.
5.0 SUMMARY
In this unit, you have learnt about possible responses of people to conflict situations. Five
modes of conflict responses were discussed. These are: competing, avoiding.
accommodating, compromising, collaboration. These modes can be used to suit aparticular
situation. There is no right or wrong mode. You also learnt about factors that influence the
choice of a particular mode. This is very important. The choice of a mode of response to
conflict should be based on these factors. The last section of the unit is on factors to be
considered in choosing whether or not to engage in a conflict in the first instance.
78
1. List and explain ten factors influencing the modes of response to conflict.
2. Discuss five critical questions to be asked when deciding on a conflict management
style.
7.0 REFERENCES/ FURTHER READING
Alvin Gouldner,(1962: 161-178). The Norm of Reciprocity: a preliminary statement.

American Sociology Review, 25, no 2
Algert, N. E. (1996) Conflict in the workplace in proceedings: Women in Engineering

Advocates Network, Denver, Co., 123 – 127.
Algert , N. E., and Waston, K. (2002) Conflict management :introductions for individuals
and organizations. Bryan, TX: (979)775 – 5335 or e-mail [email protected]
Bobbitt, H. R. Jr, Brainholt, R. H, Doktor, R. H and Mc Naul, J. P. (1975) Organizational

Behavior. Englewood Cliffs. Prentice – Hall Inc.
Craig, J. C, (2002, 23-24,) Classical sociological theory. Wiley. Blackwell
George C. Homans(1958: 597-606 ) Social Behavior as Exchanger,” American Journal of

Sociology, 62
Froyd J.(2013) Understanding conflict and conflict
management.Http://www.foundationcoalition.org/teams
Richard Cyert and James March. A behavior Theory of the firm (Englewood Cliffs N. J:
Prentice-Hall, 1963).
Swanstrom, N.L.P & Wassmen, M. S. (2005). Conflict, conflict prevention, conflict

management and began a conceptual exploration. Knew D. C Central Asia –
Caucasles Institute.
Schtz,W.C (1955: 429-465) What makes Group Productive,” Human Relations, 8 .
Schtz,W.C (1958) FIRO: A Three Dimension Theory of Interpersonal Behavior .New York:
Holt.
79
UNIT 5 SOCIOLOGICAL THEORIES OF CONFLICT
1.0. Introduction
2.0. Objective
3.0. Main content
3.1. History of Conflict Theories
3.2. Key Terms and assumptions modern conflict theories
3.3. Issues in Conflict Theories
3.4. Modern Approaches to conflict theories
4.0. Summary
5.0. Conclusion
1.0. INTRODUCTION
In the last unit, you learnt about responses of people to conflict situations. This is
necessary because conflict occurs from the interaction of human beings in societies.
Formal and informal organizations through which human beings interact are structures of
the society. Conflict theories emphasize the social, polit ical and material inequality that
are the fundamental causes of conflict. This unit looks at conflict from a macro –
perspective. Among the theorists you will learn about in this unit is Karl Marx (1818 –
1883). You will also learn about the assumptions of the sociological conflict theorist and
modern examples of conflict theory
2.0. OBJECTIVES
 Explain the conflict theories
 Enumerate the key assumptions of sociological conflict theories
 Apply the theories to the prevention and management of conflict in organizations.
3.0. MAIN CONTENT

3.1. History of Conflict Theory
Now that you understand conflict processes and stages, you will now understand the
theories underlying these processes and stages. Conflict theories are based on the
80
differential power relations among people in organizations and in communities. In the early
19th century, most conflict in Nigerian Yoruba history were on power relations. Yoruba
kings assumed power over all their subjects and could choose any woman, married or
unmarried as a wife. This led to conflict, which eventually led to the eradication of such
practices. Karl Marx is considered, the father of social conflict theory (Baird, 2008).
Martundele (2010), explains that conflict theory can be traced back to early philosophy of
Han Fei Tzu (280 – 233. BC) and other ancient Chinese philosophers who taught that men
are weak and lazy. They also assume that such weak and lazy people have to be controlled
through punishment leading to a reign of fear and terror. This inevitably will lead to a
revolt. Conflict, as a sociological theory was formalized in the 19 th and 20th centuries by
Karl Marx, Max Gluckman, John Rex and VIlfredo Pareto, among others (Wolff, 2011).
However, Karl Marx is regarded as the father of conflict theory.
Karl Heinrich Marx (1818 – 1883) was a German philosopher, sociologist, historian,
political economist, political theorist and revolutionary socialist, who developed the socio -
political theory of Marxism. His ideas have since played a significant role in both
development of social science and also in the socialist political movement. He published
various book during his lifetime, with the most notable being The Communist Manifesto
(1848) and capital (`867 – 1894), many of which were co-written with his friend, the
fellow German revolutionary socialist Friendrich Engels. Marx’s dedication to so cial
change led him to focus his work on revolutionary class conflicts in industrial societies
(Roberto, 2007).
Marx’s theories about society, economics and politics state that human societies progress
through class struggle. In his time, this was the struggle between an ownership class that
controls production and a proletariat that provides labour for production. Marx did not like
capitalism. He called capitalism the “dictatorship of the bourgeoisie”.He believed in
socialism and argued that under socialism society would be governed by the working class
in what he called the “dictatorship of the proletariat” or workers democracy (Craig, 2002).
Marx saw conflict as primarily resulting from class conflicts within industry and the
economic segment of society. Max Weber proposed that power, prestige and property also
added to social conflict and that such conflict was found in all aspect of society (e.g.,
politics, gender, and religion) (Livesay, 2010).
81
Mills (1916-1962) also contributed to modern conflict theory. According to Mills, one of
the results of conflict between people with competing interests and resources is the
creation of a social structure. Social structure refers to the relatively fixed institutions and
norms of society that heavily influence, consciously or not, peoples’ everyday behavior .
For example, getting your licenses at a department of motor vehicles reflects the fact that
social structure is largely in the hand of the elite (wealthy), who generally oppose the
interests of the non-elite.
The basic premise of conflict theory is that individuals and society struggle to maximize
their share of the limited resources that exist and are desired by humans. Given that there
are limited resources, the struggle inevitably leads to conflict and competition. These
struggles can lead to changes in institutions and societies as different groups come into
power.
3.2. KEY TERMS AND ASSUMPTIONS OF MODERN CONFLICT THEORY
In studying the sociological theories of conflict, you need to understand some of the key
terms and assumptions of such theories. The following are some of the terms commonly
used in social conflict theories.
 Class conflict: The struggle between groups occupying different socioeconomic

positions in the same society. These groups compete for control of economic, political and
social resources. Class conflict can manifest as physical violence, propaganda (e.g., the
spread of ideologies, such as “homeless people are lazy”), economic treats (e.g., the
middle class boycotting “Big business”), or legal battles (e.g., class action lawsuits by
consumers against large corporations).
 Ideology: the collection of beliefs that justify a social arrangement
 Social class: an aspect of social location that is determined by either your relationship
to the means of production (Marx) or your power, prestige and wealth (Weber).
 Deviance: going against prevailing social norms
 Proletariat: in Marx’s economic conflict theory, the proletariat are the working class
who did not own the resources, land or tools they use to produce goods for the
bourgeoisies
82
 Bourgeoisies: in Marx’s economic conflict theory, the bourgeoisies are the capitalist
class who own the resources, land and tools. They exploit the proletariat paying them less
that their work is worth.
Some of the assumptions of conflict theories are:(Scott and Scott, 2011).

 Interactions: Human inte4raction results in conflict
 Change: Conflict and change are normal and in evitable in society.
 Competition: Competition over scarce resources (e.g., money leisure, sexual

pa4rtners, etc.) is part 0f all social groups. Competition rather than consensus is
characteristic of human relationship. If everyone had the resources had needed, conflict
would not exist.
 Structural inequality: Inequalities in power and rewards are built into all social
structures. Resources are scarce and groups will always compete over these resources.
 Degree of inequality: Inequality exists in varying degrees with people having

different amount of resources hierarchies exist.
 Revolution: Macro changes occur as a result conflict between competing interests

rather than through adaptation. It is often abrupt and revolutionary than evolutionary.
1. What are the effects of class conflict on societies?
2. Relate Marx’s theory of conflict to any conflict in Nigeria.
3.3 Issues in Conflict

There are many issues in conflict theory, Among these are social stratification, wealth and
power, inequality as well as drug abuse and crime. These are further explained in this
section. As civilization undergoes change from agrarian, rural groups into industrialized,
modern societies, a social hierarchy emerge that effectively creates different classes based
on wealth, power and prestige(Ferranto,2005). According to conflict theory, it is this
structure of social stratification that pits those in the upper class (i.e., those with the most
power, wealth and prestige) against the lower classes.
83
Conflict theory also asserts that modern society and the criminal justice system operate
on the behalf of the rich and powerful social elites, with the resulting policies aimed at
controlling the poor. This perpetuates a system in which the upper class maintains power
and all other classes remain economically disadvantaged, disenfranchised, and nearly
powerless. Marx foresaw such conflicts and asserts that with modernization and
industrialization significantly increasing, this conflict and the oppression of the lower
classes by the upper class will be on the increase (Marx and Engels, 1948).
.
Wealth and Power Inequality
While the United States is regarded as a nation that values the principle of equality,
egalitarianism, meritocracy, hard work, it has a very high level of economic and social
inequality. Domhoff (2011) provides striking evidence of this inequality. He found out
that as of 2007, the top 1% of households (the upper class) owned 34.6% of all privately
held wealth, and the next 19% (the managerial, professional, and small business stratum)
had 50.5%. He goes on to state that this means that the top 20% of Americans own 85% of
the nation’s wealth as a whole, with the other 80% of Americans having only 15% of the
wealth. This extreme inequality in the level of power and wealth that currently exist in
the United States exemplifies the central themes of conflict theory, that there is a
competition for power between classes. The implications of the large disparity in wealth
between social classes in the United States includes many disadvantage for those in the
lower classes, such as a lack of access to quality health care, increased risk of violent
crime, fewer educational opportunity (especially post-secondary education ), and the
absence of a social network to provide opportunities for upward mobility (Lareau 2003).
Drug Abuse and Crime
Proponent of conflict theory argues that crime and is criminal justice in the modern world
is designed to benefit the upper, powerful classes while subjugating and disenfranc hising
the law lower classes. Greek (2005) provides an excellent explanation. He explained that
street crimes, even minor monetary ones are routinely punished quite severely, while large
scale financial and business crimes are treated much more leniently. Theft of a television
might receive a longer sentence than stealing millions trough illegal business practices
(Greek, 2005).
84
This example illustrates the manner in which conflict theory can be applied to deviance in
society as the upper classes seek to maintain their position and power by ensuring that the
lower classes remain poor and relatively powerless.
Conflict theory has also been applied to the current trends of drug abuse in the United
States, finding that societal and social class position effect one’s rate of drug abuse. More
specifically, Conflict theory holds that there are higher numbers of chronic drug abusers
found in lower social classes, disorganized neighborhood. Lower income families, and
relatively politically powerless places(Lo, 2003), found that, in accordance with conflict
theory, social environments negatively effect inequality “…widespread poverty and serve
social disorganization, lacking legitimate opportunity as well as adequate education and
training, have a [strong] association with opiate and cocaine use.
3.4 Modern Approach to Conflict Theory
The first modern approach to be discussed is that of Charles Wright Mills (1916 – 1962)
an American sociologist (Mills, 1960). Mills has been called the founder of modern
conflict theory (Knapp, 1994). In Mills’s view, social structures are created through
conflict between people with differing interests and resources. Individuals and resources,
in turn, are influenced by these structures and by the unequal distribution of power and
resources in the society. Mills argues that the interests of this elite were opposed to those
of the people. He theorized that the policies of the power elite would result in increased
escalation of conflict, production of power of mass destruction, and possibly the
annihilation of the human race. (Knapp, 1994).
The second theory is that of Gene Sharp. Gene Sharp was a Professor Emeritus of Political
Science at the University of Massachusetts Dartmouth. He was known for his extensive
writing on nonviolent struggle, which have influenced numerous anti-government
resistance movements around the world. In 1983 he founded the Albert Einstein
Institution, a nonprofit organization devoted to studies and promotion of the use of
nonviolent action in conflicts worldwide. Sharp’s key theme is that power is not
monolithic; that is, it does not derive from some intrinsic quality of those who are in
power. For Sharp, political power, the power of any state – regardless of its particular
structural organization – ultimately derives from the subjects of the state. His fundamental
belief is that any power structure relies upon the subjects’ obedience to the orders of the
ruler(s). If subjects do not obey, leaders have no power. Sharp has been called both the
85
“Machiavelli of nonviolence” and the “Clausewitz of nonviolent warfare.” Sharp’s
scholarship has influenced resistance organizations around the world. Most recently the
protest movement that toppled President Mubarak of Egypt drew extensively on his ideas,
as well as the youth movement in Tunisia.
Sharp (1973), propounds the theory of power which states that non-violent action through
withdrawal of content for effecting political change. Sharp’s theory has been widely
adapted by social activists as their basic for non-violent demonstrations. The recent (2013-
2013) worldwide crisis against governments in Egypt, Syria, Spain, Greece and Brazil,
started as non-violent protests against certain policies of their governments. Sharp (1973)
states that people in society can be divided into rulers and subjects. The subjects
empowered the rulers by electing them or endorsing their being rulers. Nonviolent action
from the subjects is therefore a way of withdrawing the given consent. It is like recall in
the United State of America’s political system.
Sharp theory is based on two concepts of (1) ruler and subject classification, and (2)
consent (Martin, 1989). Martin (1989); explain that sharp used the ruler - subject
classification without detailed justification. The ‘ruler’ as defined, includes not only chief
executives of organizations but also ruling groups and all bodies in the command of the
state structure such as public service organizations. Sharp (1980), defines political power
as the totality of means, influences and pressures such as authority, rewards, sanctions,
status symbols that can be used to achieve objective by the power holder. Sharp (1973),
further states that the sources of power are: authority, human resources, skills and
knowledge, intangible factors material resources and sanctions (for example Federal
Government of Nigeria. Public Service Rules). To Sharp these sources of power depends
intimately upon the obedience and cooperation of the subject, (Sharp, 1973).
Limitations of Sharp’s Approach
Martin (1989), explains the limitations of Sharp’s non-violent approach to conflict. He

state that Sharp did not give an examination of capitalism as a system of power. The issue
of common consent to take to non-violent action was not discussed. Martin (1989), points
out the fact that while subjects oppose rulers/leaders, in practice many factors go into
mobilizing subjects for non-violent action as workers do not usually agree on a common
course of action. Workers/subjects are usually divided along line of status, skill, wages,
gender and ethnicity. Certain workers may have sympathy for the regime being opposed.
86
The mass media may be supportive or not very supportive. The system too, while
oppressive, may still be beneficial to large groups of people. For example, capitalism as a
social system benefits some and oppresses some. In Nigeria, those from the state where a
leader originates are likely to support the leader, whether they have direct benefits or not.
Sharp did not analyze the effect of patrichial system on non-violent action. Martain (1989)
,points out that complex process are involved in the gender division of labor, direct
discrimination, harassment, rape and other violence. The theory of non-violent action
applies to gender relations that have been so ingrained into culture and cannot be easily
stopped by non violent action.
Conflict also arises from technology. Dickson (1974), point out the social relations
embedded in technology. He gives the example of nuclear weapons which can be serve as
good ends for state governments and terrorists but is opposed by environmentalists.
Technologies such as telephone and radio provide stronger basis for non-violent
resistance. Sharp did not bring this into his analysis.
.
4.0 CONCLUSION
Conflict management like other areas of management is based on certain theories. In
almost all cases, the issue of power relations is fundamental to conflict. Both the classical
theories of Karl Marx and the modern theories of Sharp and Mills are all based on power
relations and differential ownership of resources. Indulgence in crimes can also be traced
to the unequal access to resources and power.
5.0 SUMMARY
In this unit, you learnt about the sociological theories that help to explain the behaviour of
people in conflict. Conflict theories are based on power relations among people in
organizations and in communities. Karl Marx is a sociologist who theorized that human
societies progress through class struggle and that this struggle is between an ownership
class that controls production and a proletariat that provides labour for production. Marx
was against capitalism. Mills and Sharp contributed to modern theories of sociology. Mills
attributed conflict to competing interests and resources while Sharp proposed the theory of
non- violent reaction in conflict situations.
87
1. Explain the limitations of Sharp’s approach to conflict resolution.
2. Discuss Mill’s modern approach to conflict.
3. Explain the effects of class conflict on the behaviour of lower class society.

Craig, J.C.(2002) Classical sociological theory. Wiley. Blackwell
Dickson, David(1974). Alternative technology and the politics of technical change. London:
Fontana.
Dornhoff, G.W (2011) Power in America: wealth, income and power.URL
http;//sociology.vese.edu/whorule.amrica/power/wealth.html.
Ferrante, J (2005) Sociology: a global perspective. New York. Wadsworth Publishing.
Gene Sharp(2013) Nonviolent revolution rulebook (http://www.bbc.cp.uk/news/world-

middle-east-12522848). BBC News.21 February 2011.
Greek, C (2005) Conflict theory in criminology, URL

http://www.criminology.fsu.edu/criminolgy/conflict.htm
Knapp, P. (1994: 228-246) One world – Many world: Comtemporary Sociological Theory
(2nd Ed.) Harpercollins College Div,. Online summary.
Lareau,A(2003) Unequal childhood. Los Angeles .California Press.
Lo, C. C. (2003:237-266). An Application of Social Conflict Theory to Arrestees’ Use of

Cocaine and Opiates. Journal of Drug Issues, 33(1),.
Livesay, C.(2010) Social inequality: Theory: Weber

(http://www.sociology,org.uk/siweber.pdf). Sociology Center. A-level Sociology
Teaching Notes. Retrieved on : 2010-06-20.
Lunkett, scott, and Scott Williams. N.D Cconflict theory. Retrieved April 19, 2011
(http://www.csun.edu/~whw2380/542/Conflict%20theory.htm).]
Martindele, D.( 2010). The nature and types of sociological theory. Routledge.
Martin, B (1989: 213-222). Gene Sharp’s Theory of Power. Review essay. Journal of Peace
Research. Vol 20 No 2
Marx, K; & Engels, F. (1998). The communist manifesto New York. Penguin.
Mills C. W(1956). The Power Elite. New York Oxford University Press,
88
Mills, C. W. (1960) Letter to the New Left.
http://www.marxist.org/subject/humanism/mills.c-wright/letter - new - left.htm.
Roberto, A.J. (1994:201-274) Mediator intervention strategies: A replication and some

conclusions. Conflict Resolution Quarterly. Vol 11, issue 3
Scott,P. and Scott, W.(2011) Conflict

theory.(http://www.esun.edu/whw2380/542/conflict%20.theory.htm).
Sears, Alan. (2008) A Good Book, n Theory: A Guide to Theoretical Thinking. North York:
Higher Education University of Toronto Press,
Sharp. G.( 1973). The politics of nonviolent action. Boston: Porter Sargent.
Sharp, G. (1980). Social power and political freedom. Boston: Porter Sargent.
Wolff, J. (2011). “Karl Marx.” http://plato.stanford.edu/entries/marx/
89
MODULE 3 THIRD PARTY ALTERNATIVE DISPUTE AND RESOLUTION

Unit 2 Adjustment and Arbitration
Unit 4 Negotiation
UNIT 1: MEDIATION AND CONCILIATION

CONTENTS
1.0 Introduction
2.0 Objectives
3.0 Main Content
3.1 Historical Perspectives of third party dispute and resolution
3.2 Scope and Definition of Mediation and Conciliation

3.3 Theories in mediation and conciliation
3.4 Forms of mediation and conciliation
3.5 Types of Mediation
3.5 Characteristics and Roles of Mediation

4.0 Conclusion
5.0 Summary
7.0 References/Further Reading
1.0 INTRODUCTION
In one way or the other, we were charge with the responsibility of settling conflicts or crisis
either in the work place, home or society. Therefore, this unit would look at means and ways
of resolving dispute amicably without going to the court room. Mediation is a flexible
process conducted confidentially in which a neutral person actively assists parties in working
towards a negotiated agreement of a dispute or difference, with the parties in ultimate control
of the decision to settle and the terms of resolution. Others take the view that mediation is
90
merely an assistant without prejudice negotiation. Assistance or third party help differentiate
this process from other forms of Alternative Dispute Resolution (ADR), but the parties need
to remember mediation is a non-binding process without any usual termination, and they
must enter into some sort of settlement or compromise agreement if a resolution of the
dispute is reached. If such agreement is breached, then this forms an independent cause of
action. Lord Gill’s Report of the Scottish Civil Courts Review in England (2009) says
mediation is conducted in a neutral and non-combative environment with an independent and
impartial facilitator the mediator. What is said is confidential and there is every opportunity
for a frank exchange of views, including between principals of the parties, to help understand
what each party really wants to achieve from the dispute: making a settlement is more likely
to be achieved. The process of mediation is itself relatively simple. It depends on the
complexity of the issues in dispute, and the attitude of the parties. This method is hardly ever
used in Nigeria this maybe as a result of impatience on the part of the parties involved and
lack of assurance in the neutrality of third parties.
Conciliation on the other hand is a less formal form of arbitration. In Nigeria, in case there is
a failure of the mediator the issue should be reported to the Nigeria’s Minister of Labour who
will then choose to appoint a fit person as Conciliator; this person is usually a staff of the
Ministry of Labour. This process does not require an existence of any prior agreement. Any
party can request the other party to appoint a conciliator. One conciliator is preferred but two
or three are also allowed. In case of multiple conciliators, all must act jointly. If a party
rejects an offer to conciliate, there can be no conciliation.
Parties may submit statements to the conciliator describing the general nature of the dispute
and the points at issue. Each party sends a copy of the statement to the other. The conciliator
may request further details, may ask to meet the parties, or communicate with the parties
orally or in writing. Parties may even submit suggestions for the settlement of the dispute to
the conciliator.
When it appears to the conciliator that elements of settlement exist, he may draw up the terms
of settlement and send it to the parties for their acceptance. If both the parties sign the
settlement document, it shall be final and binding on both.
2.0 OBJECTIVES
91
At the end of this unit, learners should be able to:
 Describe what mediation & conciliation is all about
 Explain mediation challenges and opportunities for peacemaking
 Identify mediation and conflict resolution also procedure for mediation and
conciliation
 Understand the meaning of conflict
 Discuss advantages and disadvantages of mediation and conciliation.
3.0 MAIN CONTENT

3.1 Historical Perspectives of third party dispute and resolution
Third-party dispute resolution is advantageous to business because it enables expeditious,
economical and fair complaint resolution without government regulation or legal action
(Bercovitch 2009). In fact, government agencies encourage the use of third-party
mechanisms when complaints cannot be resolved directly between buyer and seller.
Proponents of third-party systems point out that their use can help make manufacturers and
retailers more responsive to consumer problems. By submitting disputes to a neutral decision-
maker, a business can demonstrate goodwill through its willingness to seek unbiased
solutions to consumer complaints. Conflict is a natural part of human affairs. We often try to
avoid it, but when we embrace and work through conflicts, this can lead to new levels of
creativity in the workplace.
The problem is that most people do not have very good conflict resolution skills. They tend to
get defensive and too personal and they don’t believe in the possibility of win/win solut ions.
So when two people have a conflict in the workplace, it is often necessary to meet with a
neutral third party who can facilitate a mutually agreeable solution. In this unit, I will teach
you the basics of how to carry out a third party facilitation. It is a very useful skill to have
because resolving conflicts successfully strengthens teamwork and morale. It also tends to
raise productivity and reduce absenteeism and turnover.
Third party mediation can be broadly defined as “a process of conflict management, related
to but distinct from the parties’ own negotiations, where those in conflict seek the assistance
of, or accept an offer of help from, an outsider to change their perceptions or behaviour and
to do so without resorting to physical force or invoking the authority of law” (Bercovitch
92
2006) The ‘outsider’ may be an individual, a group, an organisation or a state. Mediation
strategies and tools can range from the channelling of information to parties to the provision
of incentives and pressure designed to influence the bargaining process. Although mediation
is non-binding, it can contribute to a cessation of hostilities, a peace agreement, or a full
settlement of a conflict.
The study of mediation has given much attention to the motivation of mediators and parties to
the conflict to engage in mediation. Some argue that mediators are not always neutral,
altruistic ‘outsiders’, but may have their own aims. Through the act of mediating, they
become an actor in conflict relationships and dynamics.
Despite the potential of mediation to contribute to conflict management and to a lesser extent
to conflict resolution, it has largely been treated as an isolated discipline. Though mediation
has received much attention in academia, politicians and activists have not given it the same
level of attention as peacekeeping and aspects of conflict prevention and peace building. The
international climate for mediation has changed radically in the last ten years, with a rapid
increase both in the diversity of actors involved in peace processes and the frequency of
interventions. The field of third party mediation has faced a number of challenges which
include the ‘global war on terror’, the growing influence of new powers such as China and
India, and ongoing divisions within the UN. Recent research on the African Union has
suggested that efforts should be made to build the capacity of international and regional
organisations to engage in mediation, and to develop strategies and mediation units within the
organisations.
3.2 Scope and Definition of Mediation and Conciliation

Mediation is a voluntary process designed to meet the needs of the disputing parties. Because
it is voluntary, the process of setting up mediation requires careful planning. This includes
preparatory discussion about:
 whether mediation is appropriate and desirable;

 selection of the mediator(s);
 an acceptable time and place for the joint meeting;
 who should attend;
 any special needs of the parties, such as what language will be used, whether there
will be
 Interpreters, safety, and physical or mental limitations.
93
Definition
A mediator is a person who acts to communicate information from one person to another in a
conflict. Mediators may have other primary roles within the community (such as an elder, a
respected business person, a religious leader, or a wise neighbour. Conciliation is an
alternative dispute resolution (ADR) process whereby the parties to a dispute use a
conciliator, who meets with the parties separately in an attempt to resolve their differences.
They do this by lowering tensions, improving communications, interpreting issues, providing
technical assistance, exploring potential solutions and bringing about a negotiated settlement.
Conciliation differs from mediation in that the main goal is to conciliate, most of the time by
seeking concessions. In mediation, the mediator tries to guide the discussion in a way that
optimizes parties’ needs, takes feelings into account and reframes representations. In
conciliation the parties seldom, if ever, actually face each other across the table in the
presence of the conciliator.
3.3 Theories in mediation and conciliation
Fisher (1997), gave the following theorems in relation to mediation processes and their
possible outcomes:
Theorem No. 1
– As long as the conflict remains centred on content goals and has not escalated be yond Stage
III, evaluative mediation will tend to work.
– Corollary: Evaluative mediation is not efficient or effective at high levels of conflict or
when identity or relationship goals are in play.
Theory of Mediation
Theorem No. 2
– As long as the conflict remains centred on identity or relationship goals or has escalated
above Stage III, transformative or narrative processes are effective and efficient.
– Corollary: Transformative and narrative processes are not efficient or effective at low levels
of escalation or when content goals are solely in play (e.g. pure distributive bargaining
situations)
Theorem No. 3
– Parties will be satisfied with their outcomes based on the nature of their conflict.
– Corollary No. 1: Outcomes based on settlements or mutual agreements will be satisfactory
when the conflict is below Stage III and is not driven by relationship or identity.
– Corollary No. 2: Outcomes based on transformative principles will be satisfactory when the
conflict is escalated above Stage III and is driven by relationship or identity goals.
94
3.4 Forms of mediation and conciliation
Direct and Indirect
In direct (formal) mediation the precise role of the mediator is usually defined. For example,
a chief may determine which party is at fault, or a neutral third party may help keep a balance
in the negotiation process. In indirect (informal mediation) the mediator’s role is less well
defined and more modest, and may be as minimal as passing messages between the parties.
Mediation is a delicate process and both sides must agree on the mediator or facilitator for
them to be effective. By agreeing to a mediator, the party’s shows they are willing to give up
some of their own power. Trust and an in-depth knowledge of conflict dynamics are required
to build positive relationships between the mediator and conflicting parties.
A good mediator is not necessarily neutral or impartial. In some cultures an insider-partial

mediator and facilitator will obtain greater respect from the conflicting parties than an
outsider-neutral person. This is most commonly witnessed in South American
societies. Other societies prefer to rely on religious leaders or community leaders to act as
mediators, both for their spiritual value and authority. It is not advisable to use religious
leaders as mediators when the parties follow different religions, as this in itself can be a
source of conflict. However the gender of the mediator may be important in certain
traditional societies. Be aware of the temptation for people to manipulate the mediator to
become their advocate.
3.5 Types of Mediation
Mediation can have different objectives and can take a number of forms. Some forms of
mediation have been described from the perspective of the objectives they seek to attain:
• Evaluative mediation: The mediator evaluates the claims or rights of the parties having
regard to the applicable legal rules.
• Facilitative or problem-solving mediation: The mediator helps the disputants to resolve their
differences by facilitating communication and the search for creative (mutual gain) solutions.
• Therapeutic mediation: The mediator helps parties "heal the hurt" caused by disputes and
may “facilitate reconciliation” between the disputants.
• Transformative mediation: The objective of mediation is to transform the disputants, both
individually and in relation to one another through "empowerment" (disputants improve or
learn new skills to resolve their own disputes) and "recognition" (understanding the other
side's perspective, thereby creating "empathy" for the other).
95
3.6 Characteristics and Roles of Mediation
• Voluntary - right to terminate
• Private and confidential
• Assisted or facilitated negotiation
• Flexible (relatively unstructured)
• Self-determining
• Creative and practical
• Future focused
• Without prejudice to participation in other processes
Role of the Mediator
Although mediators may have different “styles” of mediating, their roles commonly include:
1. Setting the tone for joint problem-solving by establishing and maintaining a rational and
productive atmosphere for negotiation.
2. Encouraging full disclosure of information.
3. Assisting the parties to understand each other’s perspectives (needs, concerns, values, and
fears) and trying to build empathy between the parties.
4. Facilitating communication between the parties by keeping the discussions “civil”;
allowing parties to vet if appropriate; taking the “sting” out of loaded or angry statements by,
for example, reframing them in neutral way or in a way which reveals the underlying interest.
5. Maintaining balance in the process by ensuring that the parties have an equal opportunity
to speak.
6. Identifying and seeking clarification of misunderstandings, assumptions, and
discrepancies.
7. Probing for interests underlying positions taken by the parties in order to expand the
opportunity for creative solutions.
8. Assisting parties to identify common interests.
9. Assisting the parties to explore and assess their alternatives to a negotiated resolution.
10. Acting as a “reality check” by challenging parties on their positions (usually in caucus)
and by reminding them of the costs of not settling.
11. Assisting the parties to generate options for settlement and to develop criteria by which to
evaluate those options.
The Advantages of Mediation
96
There are many advantages to mediation over other forms of alternative dispute resolution
(ADR) or civil litigation. Below are some of the major advantages that mediation and
binding mediation offers to the construction industry as an alternative dispute resolution
option. Keep in mind that a judge’s responsibility is to interpret and rule on matters of law.
The mediators’ responsibility is to assist the parties in settling their dispute and be fair and
equitable to all parties if it is a binding mediation.
1. Mediation is much less costly than civil litigation for many reasons:
a. Most mediators who specialize in construction charge by the hour and the mediation
usually is completed in one or two days.
b. As most construction mediations are conducted in one or two days and most certainly less
days than civil litigation, the cost of your time away from business will be minimal.
c. Preparation for mediation is far easier and simpler than is required to prepare for arbitration
or litigation.
2. Mediation is a much faster process than civil litigation. Typically construction litigation
cases can take a few months to a year or longer to actually get to trial. CRS had a case in
which a party contacted CDRS on a Thursday night. We expedited the agreement to mediate
and other paperwork.
3. In mediation, the parties are full participants and can express their own opinions and
concerns, where in civil litigation the parties’ attorneys are the only ones who represent their
party unless the party “takes the stand” and is subject to cross-examination by the opposing
attorney.
4. Mediation allows the opportunity for parties to work together and reach a settlement and
continue to work together to complete the construction project, very often with a good
customer referral at the end of the job.
5. After there is a settlement, if other items come into dispute, a new mediation can be
scheduled without affecting the prior settled items.
DISADVANTAGES OF MEDIATION
97
This list is by no means exhaustive, but at least presents a framework in which we can
consider the advantages of mediation. In addition, there is a similar list which can be
constructed in which we can start to consider some of the typically mentioned disadvantages
of mediation.
1. Mediation does not always result in a settlement agreement. Parties might spend their time
and money in mediation only to find that they must have their case settled for them by a
court. Opting for mediation, therefore, presents something of a risk. Further, if mediation
fails, much of a party’s “ammunition” might have already been exposed to the opposing
party, thereby becoming far less useful in the ensuing trial.
2. Mediation lacks the procedural and constitutional protections guaranteed by the federal and
state courts. The lack of formality in mediation could be a benefit, as noted above, or a
detriment. Mediation between parties of disparate levels of sophistication and power, and
who have disparate amounts of resources available, might result in an inequitable settlement
as the less-well positioned party is overwhelmed and unprotected.
3. Legal precedent cannot be set in mediation. Many discrimination cases, among others, are
brought with the intention of not only securing satisfaction for the named plaintiff, but also
with the hope of setting a new legal precedent which will have a broader social impact. These
cases are only “successful” if a high court (usually the United States Supreme Court) hands
down a favourable decision on the main issue. Mediation is therefore not benefic ial for such
cases.
4. Mediation has no formal discovery process. If one of the parties to a dispute cannot fully
address the case without first receiving information from the other party, there is no way to
compel disclosure of such information. The party seeking disclosure must rely instead on the
other party’s good faith, which may or may not be enough.
Advantages of Conciliation
Informality: The informal nature of conciliation is one of the processes biggest advantages.
The process is considered the most relaxed and least adhering to the typical adversarial
method of dispute resolution.
98
Non face to face aspect: Enables parties to engage in a dispute resolution process which does
not require the parties to come face to face. This is particularly beneficial when the parties
have a particularly disharmonious or acrimonious relationship.
Cost: As with most alternative dispute resolution processes, Conciliation is generally a

cheaper option than litigation.
Privacy/Confidentiality: At the beginning of a conciliation, parties generally enter into an

agreement as with the majority of alternative dispute resolution processes, that ensures that
the parties negotiations are conducted as confidential and private.
Time: Conciliation is more efficient than going through a court process and often can be
resolved within a week from the beginning of the process. This can vary however, depending
on the complexity of the matter and the nature of the parties involved.
Agreement: As with the mediation process, conciliation requires the parties to come to a
mutual agreement for the process to be successful. The benefit of this is that the parties are
more likely to walk away from the process satisfied with the decision that they have been
involved in making than one which was handed down by an arbitrator or magistrate.
No Binding Agreement: If the parties are unhappy with the way in which the conciliation is
being carried out they can leave the process with no obligations other than to pay the costs
already incurred from the process.
Conciliator Involvement: The involvement of the mediator can be positive as a conciliator,

whilst acting as an impartial third party can provide clarity on issues which are in dispute
between the parties.
Disadvantages of Conciliation
 No Binding Decision: If no agreement can be made between the parties, each will be
left in the same position as they started. There is no binding decision handed down
which can be frustrating to parties who have invested time, money and effort into the
process.
 Conciliator Involvement: Although the conciliator is meant to be an impartial third
party, the ability for them to involve themselves in the proceedings through their
‘active’ involvement can question the unbiased nature of the conciliator.
99
Kinds of Conciliation
There are mainly two kinds of conciliation. Such as :
(i)Voluntary Conciliation.
(ii)Compulsory Conciliation.
(1) Voluntary Conciliation: Under voluntary conciliation, the disputes are referred to the
conciliation officer or the Board of conciliation by both parties under their own free will who
agree to have their disputes settled by an outsider, but they may or may not accept the
decision.
The ILO (International Labour Organisation) Recommendation No. 92 concerning voluntary
conciliation (and Arbitration) 1951 as follows.
1. Voluntary conciliation machinery appropriate to national conditions should be made to
assist in the prevention and settlement of Industrial disputes between employers and workers.
2. Where voluntary conciliation machinery is constituted on a joint basis it should include

equal representation of employers and workers.
3. (i) The procedure should be free of charge and expeditions, such time limits for the
proceedings as may be prescribed by national laws or regulations should be fixed in advance
and kept to the minimum.
(ii) Provision should be made to enable the procedure to be set in million either on the
initiative of any of the parties to the dispute or ex-officio by the voluntary conciliation
authority.
4. If the dispute has been submitted to conciliation procedure with the consent of all the
parties concerned, the latter should be encouraged to abstain from stick and lock outs while
conciliation is in progress.
5. All agreements which the parties may reach during conciliation procedure or as a result
thereof should be drawn up in writing regarded as equivalent to agreement concluded in the
usual manner.
2. Compulsory Conciliation: In case of compulsory conciliation, the disputes are referred to

the Board of conciliation. In case of compulsory conciliation, the procedure is made
100
compulsory by provisions requiring the parties' attendance at conciliation proceedings or
empowering the conciliation authority to compel their attendance at such proceeding as well
as by the prohibition of strikes and lock-outs without prior resort to conciliation. The
compulsory conciliation conserve a useful purpose even if the parties attitude make the
possibility of a voluntary settlement very unlikely, especially in developing countries where
management and trade unions may as yet have relatively little experience of collective labour
relations. There is a less chance that the parties would agree even to meet each other for
direct negotiation. Moreover, the management may refuse to recognise and have any dealings
with the trade union. In this situation, the compulsory attendance of the parties at a
conciliation meeting will help them make each other's acquaintance and to become used to
joint discussions. Compulsory conciliation also serves a means of educating, raining and
guiding the parties with regard to the nature and conduct of bilateral negotiations.
4.0 CONCLUSION
This unit has clearly shown the techniques and uses of the two processes in conflict and
dispute resolution which has proven to be of great means of keeping parties on deck, in order
to avoid involved court proceedings. These techniques “Mediation and Conciliation” are
designed to settle dispute and conflicts, thereby taking into consideration the relationship that
exist between both parties by still keeping it mutual. The Mediation process has proven to be
a major technique used by parties in conflict resolution or disagreement, this process was
adopted by several mediators in other to keep the relationship cordial between both parties.
Mediation is a system which stands an upper chance in bringing a conclusion to conflict
which both parties would table issues and compromise on issues for the betterment of
themselves or the society. So as a mediator it is critically important that one keeps a neutral
footing on the issue in other to achieve the desired result that would go down well with both
parties and thereby prevent future mistrust with the system. In the other hand, conciliation is
a system generally used or adopted mostly in Nigeria by government agency to settle issues
outside court room. This system is important because an individual or panel would be set up
by the ministry (Ministry of labour) to settle the dispute or conflict on hand by keeping the
interest of both parties on deck. It should be known that the idea of conciliation does not
necessary meet with the yearnings or requisition of any party but rather the decisions would
be more on a neutral ground that would have to be accepted by both parties.
101
5.0 SUMMARY
This unit has extensively considered mediation and conciliation, there various types,
advantages and disadvantages of each. It was also seen that both mediation and conciliation
has its limitations as there is no assurance that both methods will always solve trade disputes.
Therefore it is important as student of mediation and conciliation process should be able to
know which technique to use at a particular point in time in other to get the best result out
during resolution process.

1. Discuss the mediation and conciliation procedure
2. Using Nigeria as an example of a developing country, explain why disputants do not have
confidence in the procedure
7.0 REFERENCES
Barry Hart, J.N. Doe. & Sam Gbaydee Doe., (1993), Trauma Healing and
Reconciliation Training Manual - A Handbook for trainers and trainees
Bercovitch, J. (2006). Mediation Success or failure: A search for the elusive criteria. Cardozo
Journal of Conflict Resolution, Vol 7, No.2, pp.289-302.
Christian Health Association of Liberia (CHAL), Peace building training manual, (1995).
Fisher, R and Ury, W. (1991) Getting to Yes: Negotiating an Agreement without Giving In,
Second Edition, London, Sydney, Auckland, Bergvlei SA, Business Books Limited
Kraybill, R. S., Evans, R, A., & Evans, A. F., (2001), Peace Skills: A Manual for Community
Mediators, San Francisco, CA.
102
UNIT 2: ADJUDICATION AND ARBITRATION
CONTENTS
1.0 Introduction
2.0 Objectives
3.0 Main Content
3.1 Adjudication
3.1.2 Advantages of Adjudication
3.1.3 Disadvantages of Adjudication
3.2 Arbitration
3.2.1 Advantages of Arbitration
3.2.2 Disadvantages of Arbitration
4.0 Conclusion
5.0 Summary
7.0 References/ Further Reading
1.0 INTRODUCTION
A high number of organizations are using alternative dispute Resolution (ADR) to resolve
organizational conflicts or disputes as we have discussed in unit 1 of this module. Resolving a
disagreement before it becomes a legal action can promote the goodwill between
management and employees and decrease the undesirable publicity connected with legal
disputes. In this unit we will be considering adjudication and arbitration as form of ADR.
2.0 OBJECTIVES
At the end of this unit learners are expected to:
 Have an in-depth understanding of adjudication and arbitration
 Discuss their limitations and advantages
3.0 MAIN CONTENT

3.1 ADJUDICATION
103
Adjudication is the process in which parties present their case before a judge or jury. Here it
assumes that parties are unable to solve their conflicts and a decision must be taken from
outside (Wissler, 2004). In adjudication the other party can be sued forcing a decision
whether the other wants to participate or not (Wilmot and Hocker, 2007). The law gives that
within 14 days of the failure of the conciliator to resolve the disagreement, the Minister of
Labour is authorized to pass on the dispute for resolving to the Industrial Arbitration Panel
(IAP). This panel consists of a Chairman, Vice-chairman and not less than 10 members
selected by the Minister. Two of the persons are chosen by employers while two are also
chosen by the employees.
The Industrial Arbitration Panel has 21 days to regard a trade dispute and make an award.
The Minister must make public the details and a 21days grace is allowed for any of the
parties who is not pleased to raise objection, in the event when no protestation is made, the
award is authenticated and hence it becomes legally binding on both parties.
It is important to point out that when a trade dispute is referred to the IAP it has to do with
matters such as issues bordering on wages, hours of work and any other conditions of
employment which are replicated in any statutory provisions (Eniaiyejuni, 2005).
3.1.2 Advantages of Adjudication

The following are some of the advantages of adjudication as given by Wilmot and Hocker
(2007):
1. Equal protection of the law: - this method permits everyone right to a resolution
process and does not require the agreement of the other party; hence, it serves as a
power-balancing system. For instance an aggrieved individual can sue a large
organization if they feel victimized or cheated.
2. Adjudication also provides rules for fairness, such as the permit of evidence
3. The use of professionals to speak for the conflict parties is an advantage for parties
who need supports in preparation or arrangement of their case.
4. Adjudication also serves as a backup for other conflict management procedures.
When arbitration, mediation and conciliation fall short to generate agreement, the
disputants can then go to court.
104
3.1.3 Limitations of Adjudication
1. The first limitation of adjudication is that it has been over-used and as a result it is
misused. Assurance of fast justice is hard to get; cases can wait as long as two years amid
filling and first appearance are frequent.
2. Another disadvantage of the use of legal system to resolve dispute/conflict is that
conflicting parties cannot make their own decisions.
3. Adjudication is also limited in that the adversarial system functions on a win or lose
situation of conflict assumptions that promote escalation schemes.
3.2 Arbitration
Arbitration just as in adjudication gives power to a third party to make a decision on the
result of a conflict. Parties who cannot settle their dispute without assistance jointly gives
power to an arbitrator to solve their conflicts are ordered to do so by a judge or are obliged by
contract to search for arbitration. The arbitration procedure varies according to the type of
dispute and the wants of the parties (Wilmot and Hocker, 2007).
In a situation when the parties contractually consent to arbitration, the verdict is final.
Arbitration can either be voluntary or compulsory. Arbitration is voluntary if both parties
consent to the procedure while it is compulsory if both parties do not approve. Regarding
successful settlement, it is voluntary if the approval of both parties is vital for giving effect to
the arbitration award but compulsory if the award is lawfully binding not regarding if both
parties accept or not.
Arbitration in Nigeria combines both the compulsory and voluntary essentials, as the award
of the panel will not be validated nor will it be legally binding unless both parties have
accepted it and the Minister of Labour confirmed it (Eniaiyejuni, 2005).
3.2.1 Advantages of Arbitration

It is said to be a process used for a wide range of content areas, ranging from contract
argument, landlord-tenant conflicts to domestic relations (Kelter, 1994):
1. Here both parties go into arbitration voluntarily unlike in adjudication
2. It also keeps one party from employing passive aggressive on the other
3. Due to the arbitrator’s vast knowledge or training in the area of dispute resolution, he or
she can regularly offer resourceful content solutions
105
4. It is also readily available for use in situations in which the partakers experience a
communication break down and are no longer able to solve their problems.
3.2.2 Disadvantages of Arbitration

1. It seeks to resolve issues only on content basis
2. It also emphasizes the assumption that the parties cannot become skilled to deal with their
difficulties, that till a third party intervenes the party can’t find a solution
4.0 CONCLUSION
This unit looked at adjudication as a process in which parties present their case before a judge
or jury and arbitration also gives power to a third party to make a decision on the result of a
conflict. Adjudication considered as a step taken either by the parties involved or by a
mediator, who feels adjudication is the best process to resolve the lingering crisis o r conflict.
The process of adjudication is considered as a binding process in which both parties must
abide by due to the fact that the court gave its judgement. Therefore as students in conflict
resolution process, it is important to note that, adjudication is considered as a step above
mediation and conciliation which is adopted to resolve conflicts or dispute that is still
lingering beyond the conclusion of the initial stage (Mediation and conciliation). The process
should be known to two both parties that, the judgement from adjudication would not favour
both parties or might favour one side, and thereby the judgement becomes binding
irrespective of the outcome. Adjudication is normally considered as a last result by mediators
in other to avoid after effect of the exercise that comes along with the resolution by the court.
While for arbitration is the process of resolving conflict by a third party setup by a neutral
body or by the court to enable the issue to be settled amicably. This process is being used
presently in Nigeria to resolve issues which are considered either to be of domestic nature,
family nature or also issues that are felt can be resolved using arbitration process.
5.0 SUMMARY
This unit has carefully considered adjudication and arbitration as a third party intervention to
resolving disputes. In both adjudication and arbitration an outsider for instance a judge
decides the outcome of the dispute. Adjudication has its limitation which ranges from miss-
use of the process, abuse of the system by clients and so on. This process of adjudication as a
conflict resolution exercise is a step that mediators tend to avoid due to the hectic process and
106
the time delay involve in the process as well. Adjudicators would tend to deliver judgement
based on the case presented by both parties and their representative. While for arbitration this
is the process in which a third party is charged with the responsibility of resolving the dispute
or conflict.

1. Differentiate between adjudication and arbitration with examples
2. Distinguish between voluntary and combined arbitration with relevant examples

Eniaiyejuni, B.O. (2005), Management of Industrial Relations in Nigeria; Lagos: Concept
Publications Limited
Keltner, J.W. (2004), the management of struggle: Elements of dispute resolution through
negotiation, mediation and arbitration. Cresskill, NJ: Hampton Press
Wilmot W.W. and Hocker J.L. (2007) Interpersonal Conflict, McGraw-Hill: New York
Wissler, R.L. (2004) the effectiveness of court-connected dispute resolution in civil cases
Conflict Resolution Quarterly 22, No.2: 55-88
107
UNIT 3 MINI-TRIALS AND EARLY NEUTRAL EVALUATION: PEER REVIEW
CONTENT
1.0 Introduction
2.0 Objectives
3.0 Main Content
3.1 Mini-Trial Concept
3.1.2 Mini-Trial: Involving Senior Management
3.1.3 The Mini-Trial Process
3.2 Early Neutral Evaluation
4.0 Conclusion
5.0 Summary
1.0 INTRODUCTION
From the previous unit we considered how to settle dispute amicably without necessary going
to court for settlement. In this unit we would further look into another means of settling
conflict or dispute which could not be handle from the previous unit which is Mini trial.
Mini-trial is an alternative dispute resolution (ADR) procedure used to settle issues without
taking up additional cost and delay related with court litigation. Mini-trial does not end up in
formal adjudication but it’s a means in which parties gets a solution by means of a structured
settlement process. The mini trial has been updated by several parties in other to resolve
issues amicably without jeopardizing the relationship that exist between the parties.
Early neutral evaluation on the other hand is seen as a process both in court and out of court,
in which a skilled lawyer gives an indication, as strong and as comprehensive as the
disclosure and representation at that stage allows, of what would be the outcome if the matter
were to be finally adjudicated in court.
Early neutral evaluation is a process that often occurs early in the pre-trial stage. A neutral is
retained by the parties and counsel to assess the strengths and weaknesses their case and
provide assistance in finding common ground in the dispute. This informal process helps each
side view the case from the others perspective and offers an evaluation as to how the matter
may be decided in court. The recommendations of the neutral are influential but non-binding.
108
2.0 OBJECTIVES
At the end of this unit learners should be able to:
 Explain the mini-trial process
 Mini-Trial Concept
 Explain Early Neutral Evaluation
3.0 MAIN CONTENT
109
3.1 Mini-Trial
Concept
Figure 3.1: A Mini – Trial Process Overview

Source: American Arbitration Association 2005
3.1.2 Mini-Trial: Involving Senior Management
Mini-Trials are informative and valuable undertakings, as they offer company executives an
opportunity to obtain a better understanding of the issues at hand and each party's posit ion in
a dispute. A Mini-Trial affords parties the opportunity to both practice and preview the
110
presentations of their own cases, as well as to assess the strength of their adversaries'
positions in a case. The less formal setting of a Mini-Trial emphasizes the importance of a
business perspective in the dispute, and it provides senior executives with an opportunity to
participate more fully in the resolution of company disputes.
Mini-Trials may be a consideration for parties when uncertainty or varying op inions exist,
inside and outside of organizations, about the value of or the most effective way to present a
case. They can also be effective when maintaining relationships is important to future
business opportunities, and they can aid the parties in discovery and future litigation or
arbitration planning. In addition, when clients are involved in a case with issues of a highly
specialized technical nature or subject matter that calls for a neutral with a specific
background or level of expertise, a Mini-Trial may be an appropriate option.
The Mini-Trial process is initiated with a written agreement from the parties. Once the case
has been opened, the parties are given a list of prospective Panel Chairs that have the
requested expertise. The parties may either mutually agree on an individual or ask that the
AAA to appoint a neutral Chair from the designated list. The parties and the neutral then
schedule a date and time for the information exchange and decide on the formality of the
proceedings, the applicability of evidence rules and any other procedural aspects of the Mini-
Trial, including the presentation of witness lists.
3.1.3 The Mini-Trial Process
The neutral Chair presides over the Mini-Trial process, during which each party is allowed to
present its evidence or information in an abbreviated "best case" format. Generally, federal or
state court evidence rules do not apply in Mini-Trial presentations and, like Mediations, these
proceedings are confidential.
At the conclusion of the presentations, senior executives from each company have an
opportunity to begin settlement discussions with the AAA neutral acting as conciliator or
mediator. If no settlement is reached, the parties can request an advisory opinion from the
neutral Chair. These opinions often include a discussion of important issues of law and fact
that support the non-binding opinion. After the delivery of the opinion, the senior executives
participating in the panel meet again to have further settlement discussions. The parties can,
at this point, request that the neutral act as a mediator if they are seeking a final resolution of
the dispute. If the parties want to adopt the Mini-Trial process as a part of their contractual
111
dispute settlement procedures, they may insert the following Mini-Trial clause into their
contract in conjunction with a standard Arbitration provision:
If a dispute arises out of or relates to this contract, or the breach thereof, the parties agree first
to submit their dispute to a neutral advisor pursuant to the American Arbitration Association's
Mini-Trial Procedures administered by the American Arbitration Association before resorting
to arbitration, litigation, or some other dispute resolution procedure.
3.2 Early Neutral Evaluation

Early neutral evaluation is also a method of alternative dispute resolution in which a person
acts as a neutral person and evaluates the merits and demerits of their positions. In modern
times, this is used alongside mediation proceedings so as to help the parties to evaluate the
merits of their case. This is usually done by an experienced litigator who has vast experience
of litigation. He gives opinion about the merits and demerits of their case. He is neutral in his
opinion and this enables the parties to keep their trust on him. He doesn’t know the parties or
doesn’t have interest in any one party at the cost of the other. He gets his fees from both
parties no matter they settle their dispute or not; this enables him to keep neutral position and
also to keep the trust of the parties (Blake, 2010).
Early neutral evaluation is different from mediation in the sense it is direct communication of
early neutral evaluator about their issues. In mediation, the parties try to sort out their
dispute/issues themselves. A mediator doesn’t comment upon the merits or demerits of a
case. He is only facilitator. In early neutral evaluation, the evaluator deals with the merits and
demerits of the case directly. It is different from court or arbitral proceedings because an
evaluator only gives opinion about the merits of the case and he doesn’t give verdict binding
on the parties. Similarly, it is different from conciliation because an evaluator doesn’t try to
settle the dispute of the parties. All he does is to give an honest and neutral opinion with
regard to the merits of the case of parties. In recent times, early neutral evaluation is taken as
part of the mediation proceedings. This means it is good technique for the resolution of
disputes of commercial nature (Blake, 2010).
4.0 CONCLUSION
Mini-trial is a process in which the parties present their evidence and arguments to a dispute
resolution practitioner who provides advice on the facts of the dispute, and, in some cases, on
possible and desirable outcomes and the means whereby these may be achieved. Combined or
hybrid dispute resolution processes are processes in which the dispute resolution practitioner
112
plays multiple roles. For example, in conciliation and in conferencing, the dispute resolution
practitioner may facilitate discussions, as well as provide advice on the merits of the dispute.
In hybrid processes such as the practitioner first uses one process (mediation) and then a
different one (arbitration). Co-mediation is a process in which the parties to a dispute, with
the assistance of two dispute resolution practitioners (the mediators), identify the disputed
issues, develop options, consider alternatives and endeavour to reach an agreement. The
mediator has no advisory or determinative role on the content of the dispute or the outcome
of its resolution, but may advise on or determine the process of mediation whereby resolution
is attempted.
5.0 SUMMARY
This unit has looked at mini trial and early neutral as a tool for resolving conflicts. Mini trial
in itself can be seen as a complete method of conflict resolution; it is also very effective in the
effective management of the work place. The concept, meaning, effects and process needed
were considered and well explained.

1. With the aid of a diagram, explain the Mini Trial Concept in details.
2. Discuss the relationship between The Mini-Trial Process and Early Neutral Evaluation
7.0 REFERENCES/
Meek, S. B. (1996). Alternative Dispute Resolution Tucson, Az.: Lawyers and Judges.
Moore, C.W. (2003). The Mini-trial Process: Practical Strategies for Resolving Conflict. 3d
ed. New York: Jossey-Bass.
Ware, S. J. (2001). Alternative Dispute Resolution. St. Paul, Minn.: West Group.
Vinod, K.A. (2001). Alternative Dispute Resolution Methods
http://www.collyerbristow.com/default.aspx?sID=55&ctID=11&cID=221&lID=0
113
UNIT 4 NEGOTIATION
CONTENT
1.0 Introduction
2.0 Objectives
3.0 Main Content
3.1 Theories of Negotiation
3.2 Characteristics of Negotiation
3.3 Bargaining Principles
3.4 Procedure for Negotiation
3.5 Negotiating skills
4.0 Conclusion
5.0 Summary
1.0 INTRODUCTION
In this unit we would look into another method of resolving conflict, this method is applied
when the other methods of resolving conflict discussed in the previous unit has either failed
to yield a positive outcome or to use this as the best alternative to solve the crisis at hand.
Negotiation arises in conflict resolution when the parties know that their interdependence
have been able to ascertain their concerns, and are determined to work on both incompatible
and overlapping goals (Bartos, 1974). Negotiation permits conflicting parties to mention their
preference, talk about their relationship, hold back themselves from certain actions and raise
their predictability about each other (Wall 1985). Negotiation and collective bargaining are
often times used interchangeable; the crucial goal of negotiation is to create an opportunity
for both parties to table their concerns and reach an agreement.
2.0 OBJECTIVES
At the end of this unit student are expected to:
 Explain what negotiation is
 Describe the characteristics of Negotiation
 List the basic skills required for negotiation
114
3.0 MAIN CONTENT
3.1 THEORIES OF NEGOTIATION
Roger Fisher’s approach to conflict resolution (or negotiation) which introduced the term
‘principled-negotiation’; the principle-based approach aims to resolve conflict by deferring
judgment to a moral principle. Such an approach advocates the need for interest-based
negotiations in contrast to those based on a ‘position’. For example Fisher would suggest that
an interest would include issues like security, esteem and pleasures, whereas positions would
define how one achieved those interests.
Fisher encourages the need for empathy and asks the question – “why does one hold one
position and another hold a different one”? Fisher suggests that empathy allows parties to
discern the underlying interest which by creativity may result in amicable solutions (what this
author would refer to as ‘re-negotiated positions’ to each party. Like Burton, Fisher defines
the most powerful interests as human needs, which he identifies as security, economic-well-
being, a sense of belonging, recognition, and control over one’s life.
3.2 CHARACTERISTICS OF NEGOTIATION

These characteristics are divided into four, namely:
1. Distributive Bargaining: - this occurs when there is conflict among the parties, and
the result shows a gain for one party and loss for the other. That is each party seeks to
identify and manipulate the position of the other party on the issues for negotiation.
For example if the conflict between management and the union is on salary increase,
it simply means the union will gain while the other party which is the management
will lose.
2. Integrative Bargaining: - this has to with bringing in creative answers that will
integrate the interest of the parties and result in joint benefit for both parties. It
happens when parties have two or more issues to settle and are ready to come up with
creative ways to please both parties.
3. Attitudinal Structuring: - this occurs when the activities of one party affects the
attitude of the other party, it involves attitudes such as respect, trust etc that can
impinge on the agreement standard of both parties in a positive manner and lead to a
good acceptance of issues brought for negotiation.
4. Intra-organisational Bargaining: - this is when both parties discuss with their team
members about the alterations in the bargaining position. For instance those
115
negotiating on behalf of management will try and persuade them to shift grounds or
position on a particular issue, using the salary increment example we used earlier, the
negotiators will convince management to consent to a higher salary; likewise those
negotiating for the union must also try to persuade to agree to the negotiated contract,
so they must be responsive to the request of the members and also sensible.
3.3 BARGAINING PRINCIPLES

According to Eniaiyejuni (2005), these are undocumented principles which labour
management negotiators follow:
1. Parties to bargain must be flexible. Normally negotiations go on by having other
offers and counter-offers resulting to a settlement.
2. The terms of the final agreement must be put into practice without alteration, but if
otherwise it has to be negotiated
3. Once a concession is reached it cannot be withdrawn
4. There must be an agreement on the time frame regarding settlement before or early in
the negotiation process which must be honoured by the parties.
5. Hard words, threats and loss of temper are taken care of by both parties as legitimate
approach and should not be allowed to weaken either party’s belief in the other’s
integrity, or their wish to settle without taking positive action.
3.4 PROCEDURE FOR NEGOTIATION

As soon as a proposal is ready, what needs to be done is to create rules and procedure for
negotiation, which consists of time and place of negotiation, duration of the meeting, rules on
conduct of the meeting, organize the presentation of points etc.
The negotiation procedures are as follows:
1. Agenda: - during negotiations the agenda is decided upon with regard to the list of
items to be bargained on. This is latter distributed.
2. Conduct of Meeting:- here management presents the chairman while the union
presents the Vice-Chairman of the meeting. The seating arrangement is such that one
party sits on one side and the other party on the other facing each other. The next
thing is the introduction of each member of the teams. The chairman then goes on to
say the reason for the meeting placing emphasis on the need for agreement.
3. Opening: - the union opens the meeting by presenting their case for management to
react to.
116
4. Bargaining Format: - there is no specific format that the agenda must follow but there
are two ways to the issue, which are:
 The Piecemeal approach: -this recommend that the issues should be settled as
they are raised one after the other, when an issue is raised and finalised it is
pushed away and then the next issue is taken. Minor issues are dealt with first
before the major ones, this might be because the pressure of negotiating is
reduced moreover goodwill is established when minor issues are bargained
first. A disadvantage of this method is that it does not give room for a easy
swapping in the case when either party plans to use a minor item to catch a
major one (Eniaiyejuni, 2005).
 The total method: - in this approach no item on the list is considered to be
finally resolved until every other item on the list is resolved. This method is
advantageous in the sense that it reflects all the deliberations significant to t he
entire package. It also assists in extracting the maximum advantages from a
potential trade-off.
3.5 NEGOTIATING SKILLS

Certain skills are needed in the course of negotiation. These include:
i. The ability to define a series of objectives and not to be rigid at the same time
ii. An effective communication skill to present information and arguments clearly and
logically.
iii. Human relations skills needed for interacting with others such that one is persuasive
and firm but not seen as been unnecessarily authoritative.
iv. The ability of prioritising well.
v. Ability to read and understand non verbal signs.
vi. The ability to listen to others and not always wanting to be heard at all times.
4.0 CONCLUSION
Negotiation is one mechanism used for solving ongoing conflicts with others. It allows for
conflicts to be settled peacefully by acknowledging the stakes that all parties have in the
successful resolution of the conflict. Negotiation is achieved by bringing the parties involved
in the conflict to the table to have a compromise or negotiate on possible solution to the
conflict or dispute. The process of negotiation is generally adopted in other to resolve a
pressing issue or dispute by making both parties to reach a middle line and to avoid it leading
117
into further crisis thereby taking it to the court which would be of detriment to both parties.
As a resolute, it is important to note that, the negotiation process is to be used when the
parties involve are willing and ready to make a compromise by seating on the issue in order
to have the issue settle amicably. Therefore, it is important to note that using negotiation as a
means of conflict resolution its seen as more suitable in resolving disputes, which leads to
parties accepting the outcome without distrust and disloyalty in the process.
5.0 SUMMARY
This unit has looked at negotiation as a tool for resolving conflicts. The characteristics,
procedures and skills needed for negotiating was considered and dealt with extensively. As a
negotiator, it is important that we realise the effect and method of using negotiation exercise
in dispute resolution. Therefore, Negotiation is not just about being a dialogue between two
or more people or parties, but it is more about compromise and brings both parties together to
resolve the dispute amicably. It is used to bargain for the collective interest or advantage of
the parties involved in the negotiation process.
Negotiation is a process that occurs in different facet of the society, ranging from business,
non profit organisations, government, legal proceedings and also among nations which is to
give a final output of favourable outcome and amicable resolution.

1. Describe the characteristics of negotiation
2. Differentiate between the piecemeal approach and the total approach during
bargaining
3. Mention the skills necessary for negotiating
7.0 REFERENCES/FURTHER READING
Bartos, O.J. (1974), Process and outcome of negotiations. New York: Columbia University
Press
Eniaiyejuni, B.O. (2005), Management of Industrial Relations in Nigeria; Lagos: Concept
Publications Limited
Fisher, R and Ury, W. (1991) Getting to Yes: Negotiating an Agreement without Giving In,
Second Edition, London, Sydney, Auckland, Bergvlei SA, Business Books
Limited
Schuler, R.S and Jackson, S.E (1981) Human Resource Management: positioning for the 21st
Century. West Publishing Company: New York
118
Wall, J.A. (1985), Negotiation: Theory and Practice. Glenview, IL: Scott, Foresman and
company.
Wilmot W.W. and Hocker J.L. (2007) Interpersonal Conflict, McGraw-Hill: New York
119
MODULE 4 THE OMBUDSMAN SYSTEM
Unit 1 The Ombudsman System

Unit 2 The theory of Social Justice
Unit 3 A unified model for ombudsman system
Unit 4 Ombudsman in Selected Countries.
UNIT 1 THE OMBUDSMAN CONCEPT

CONTENT
1.0. Introduction
2.0. Objectives
3.0. Main Content
3.1. Definitions of Ombudsman
3.2. Definition of Ombudsman
3.3. Features and function of Ombudsman
3.4. Criticisms of the Ombudsman System
4.0. Conclusion
5.0. Summary
6.0. Tutor – Marked Assignment
1.0. INTRODUCTION
In module 3, you learnt about the various alternative third party dispute resolution methods.
These include mediation, conciliation, adjudication, arbitration, mini trials and negotiation. In
this module you will learn about another alternative dispute resolution method known as the
Ombudsman. In this unit, you will learn about the Ombudsman concept in terms of
definitions, origin, feature, rationale, functions and criticism. The Ombudsman system is a
120
way of addressing complaints from the public, especially for those who cannot afford to go
law courts.
2.0. OBJECTIVES
By the end of the unit, you should be able to:

 Define Ombudsman
 Explain the origin of Ombudsman
 Enumerate the features of an Ombudsman system
 Explain the rationale for Ombudsman
 Describe the functions of the Ombudsman
 Critique the Ombudsman system.
3.0. MAIN CONTENT
3.1. Definition of Ombudsman
The name “Ombudsman” comes from Sweden and literally means, “representative”. An
Ombudsman is one who assists individuals and groups in the resolution of conflicts or
concerns(Wesley, 2004). Such a position has many synonyms which include ombudsperson,
ombuds and public complaints officer. Ombudsman system is not confined to government
ministries. There could be an ombudsman in universities, corporations and hospitals and
could be for various demographic groups such as children’s ombudsman in Ireland (Reif,
2004).
An organizational ombudsman is defined as a designated neutral person who is appointed by

an organization to facilitate the informal resolution of concerns of employees, managers and
students, as well as external clients of an organization (Wesley, 2004). At the governmental
level, the classical ombudsman is usually appointed by a legislative body or the president of a
country to represent the public with concerns on the conduct of government agencies through
formal/informal investigations. An advocate ombudsman is defined as one who advocates on
behalf of a designated population (Rowe, 1995)
121
3.2. The origin of Ombudsman
As a modern institution, ombudsman dates back to the office of the “justite ombudsman’’
which was established by the Parliament as a watchdog in Sweden. In 1919, over a century,
after Sweden, Finland also adopted the concept. Denmark followed in 1954 and Norway
became the last of the Scandinavian countries to adopt the concept in 1962. West Germany
adopted the concept during its military era in 1954, and thus qualified as the first non-
Scandinavian country to do. New Zealand was the first Commonwealth country to introduce
an ombudsman system into the civil service in 1962.(Ngerian Public Complaints
Commission, 2013).
A prototype of ombudsmen flourished in China during the Qin Dynasty (221 BC), and in
Korea during the Joseon Dynasty (Park, 2008). The position of secret royal inspector, or
Amhaeng-eosa was unique to the Joseon Dynasty, where an undercover official directly
appointed by the king was sent to local provinces to monitor government officials and look
after the populace while travelling incognito. The Roman Tribune had some similar roles,
with power to veto acts that infringed upon the plebeians. Another precursor to the
ombudsman was the Turkish Diwan-al-Mazalim which appears to go back to the second
Caliph, Umar (634-644) and the concept of Qadi al-Qadat. (Pickl, 1987).
The first preserved use was in Sweden. In the Danish Law of Jutland from 1241, the term is
umbozman which means a royal civil servant. From 1552, it was also used in the other
Scandinavian languages such as the both Icelandic and Faroese umboosmadur, the
Norwegain ombudsman and the Danish ombudsmand. The Swedish speaking minority in
Finland uses the Swedish terminology.
.
The modern use of the term began in Sweden, when the Swedish parliamentary Ombudsman
was instituted by the instrument of Government of 1809, to safeguard the rights of citizens by
establishing a supervisory agency independent of the executive branch. The predecessor of
the Swedish Parliamentary Ombudsman was the Office of Supreme Ombudsman (“Hogste
Ombudsmammen”), which was established by the Swedish King, Charles XII, in 1713.
Charles XII was in exile in Turkey and needed a representative in Sweden to ensure that
judges and civil servants acted in accordance with the laws and with their duties. If they did
not do so, the supreme Ombudsman had the right to prosecute them for negligence. In 1719
the Swedish Office of Supreme Ombudsman became the Chancellor of Justice. The
122
parliamentary Ombudsman was established in 1809 by the Swedish Riksdag as a parallel
institution to the still-present Chancellor of Justice, reflecting the concept of separation of
powers as developed by Montesquieu.
In general, an ombudsman is state official appointed to provide a check on government

activities in the interest of the citizen, and to oversee the investigation of complaints of
improper government activity against the citizen. If the ombudsman finds a complaint to be
substantiated, the problem may get rectified, or an ombudsman report is published making
recommendations for change. Further redress depends on the law of the country concerned,
but this typically involves financial compensation. Ombudsmen in most counties do not
have the power to initiate legal proceedings or prosecution on the grounds of a complaint.
This role is sometimes referred to as a “ tribunitian” role, and has been traditionally fulfilled
by selected representatives – the terms refers to the ancient Roman “tribunes of the plebians”
(tribuni plebis), whose role was to intercede in the political process on behalf of common
citizens.
The major advantage of an ombudsman is that he or she examines complaints from outside
the offending state institution, thus avoiding the conflicts of interest inherent in self-
policing. However, the ombudsman system relies heavily on the selection of an appropriate
individual for the office, and the cooperation of at least some effective official from within
the apparatus of the state.
Many private companies, universities, non-profit organizations and government agencies also
have an ombudsman to serve internal employees, and/ or other constituencies. These
ombudsman roles are structured to function independently, by reporting t o the CEO or board
of directors. According to International Ombudsman Association (IOA) Standards of
Practice, they do not have any other role in the organization. Organizational ombudsmen
often receive more complaints than alternative procedures such as anonymous hot -lines
(Howard, 2010).
Since the 1960s, the profession has grown in the United State, and Canada, particularly in
corporations, universities and government agencies. The organizational ombudsman works as
a designated neutral party, one who is high-ranking in an organization, but who is not part of
executive management. Using an alternative dispute resolution (ADR), an organizational
123
ombudsman can provide options to whistleblowers or employees and managers with ethical
concerns; provide coaching, subtle diplomacy, generic solutions (meaning a so lution which
protects the identity of one individual by applying to a class of people, rather than just for the
one individual) and mediation for conflicts; track problems areas; and make
recommendations for changes to policies or procedures in support of orderly systems change.
Self Assessment exercise

1. Trace the evolution of the ombudsman from 1919 to the 21st century
2. Is the ombudsman a necessary institution? Discuss.
3.3. Features and functions of an Ombudsman
Hossain (2013), discusses extensively the features of an ombudsman. These are :

1. Independent of government in an ideal situation
2. Responsible for making sure that administrative practices and services or public bodies
are fair, reasonable, appropriate and equitable.
3. An officer of the legislature.
4. Able to conduct confidential investigations that are non-threatening and protect

complainants against retribution.
5. Required to file annual report with the legislative Assembly.
According to Anderson (1969), the essential characteristics of the Ombudsman’s post

require that the individual filling it be:
1. Independent;
2. Impartial ;
3. Expert in government;
4. Universally accessible; and
5. Empowered only to recommend and to publicize
In 1962, a seminar was arranged by the United Nations Organization and the participants
suggested some features of Ombudsman as follows(UN Technical Assistance Operation,
1962)
124
1. It is only an instrument of parliament for supervising administrative action but also a
protector of individual rights.
2. Investigations conducted by it are completely impartial and independent of the

administrators.
3. Investigation can be started by the ombudsman at his own initiates basing his actions
of information received by him.
4. The investigation is conducted informally.
5. The ombudsman has considerate flexibilit y in the form of action which he would take
in given case.
Other unique features of ombudsman in different countries of the contemporary world are
as follows:
1. Any citizen can bring complaints before the Ombudsman without the counseling of
lawyers. In Sweden even prisoners have the right of sending complaints to the
Ombudsman through respective authorities.
2. Citizens can send their complaints to the Ombudsman in writing. In Finland these
complaints can be given orally by the physical presence in the Office of Ombudsman.
But in France the scenario is something different. A French person with a complaint
cannot go directly to the mediator. Instead he or she must communicate with a
member of parliament, who will decide whether the complaint has sufficient merit to
be passed on for action by the mediator (Dragnich, 1981: 306).
3. Ombudsman can delegate their power of inquiry to a deputy but cannot be delegate
their power of decisions.
4. Ombudsman has considerable direction as how far he takes a case against officials. In
most cases Ombudsman simply points out the officials’ errors and suggest to the
respective authority.
5. In Sweden the Ombudsman has the right to examine any documents question any
person and demand and every assistance from the accused offices or persons. “The
Danish Ombudsman is responsible for investigating any complaint against public
official concerning abuse of power, negligence or abuse of trust. He can inspect all
state administrations, and enter all state establishments. He has access to all minutes
125
and official documents power of inquire of the finish Ombudsman is similar to the
Swedish Ombudsman.
6. The scope of work of the Ombudsman varies country to country.
7. An Ombudsman though has enormous prestige, power and responsibility has no

legal powers except to inquire.
8. In Sweden the Ombudsman has no right to express his opinion about the decisions
taken by courts or agencies.
9. Another feature of Ombudsman is that people can get the opportunity to having
justice cheaply.
Functions of Ombudsman
Generally, an Ombudsman may receive complaints from three sources:
i. Complaints sent to him by groups of people.
ii. Complaints sent to him by any person; and
iii. The Ombudsman may, on the basis of the newspaper comment/electronic media or
otherwise, proceed to investigate (Halim, 1998:291)
The Ombudsman can also act as an agency to suggest administrative reforms. He may
assume the role of a legislature advisor. He may call attention of the legislature to the
desirability of reconsidering any law he believes has provided unreasonable, unjust,
oppressive or discretionary results (Ahmed, 1993).
3.4. Rationale for Ombudsman System (Hassain, 2013).

In modern times the government in both developed and developing countries have
assumed multitude of functions and roles in the field of socio-economic welfare of the
citizens. The scope and dimension of the activities of the government and those of the
powers and the authorities of the officials and public agencies have thus expanded
enormously. As a result, the government has become complicated and forceful in modern
times (Gellhon, 1966:3).
In modern times it has been felt that the existing machineries for adjusting and redressing
grievance of the individuals increasingly tend to be inadequate to fulfill this purpose.
Nowadays, the court has traditionally played a very important role in correcting abuse by
126
administration. But a number of problems are associated with the role of the jurisdiction.
Unlike ombudsman system, informal investigation cannot be conducted by the regular or
ordinary courts. Legislation is expensive, time consuming, protracted, slow and very
complicated and cumbersome process. The judicial process is also highly impersonal and
formal. On the contrary, the process of Ombudsman’s investigation is very informal and
flexible and there is an element of personnel touch and concern. Furthermore, as the
complainant is required to pay a very nominal or no fee/ deposit, the Ombudsman
provides a mush cheaper justice than the regular system can offer. (Adedin, 1992:11).
3.5 Criticism Against Ombudsman
Hossain (2013), enumerates a number of criticisms against the Ombudsman system which
may differ from country to country. These are:
1. The Ombudsman can work only in small countries. In a large populous country, the
Ombudsman cannot handle complaints without a huge bureaucratic organization.
2. The Ombudsman system may be weighed down by slow decision making and time
consuming investigative procedures which might delay justice or redress of
complaints.
3. The Ombudsman has no real powers and can recommend only. Government officials
and agencies may listen to suggestions depending on their will
4. The Ombudsman tends create the illusion that all is well with the governments.
5. The Office is adaptable only to parliamentary countries. The system interferes with
the ministerial responsibility in parliament.
6. The Ombudsman is part of the government establishment and tends to sustain its
actions. The Ombudsman is a government technique used primarily to determine what
is bothering the citizens without supplying an effective remedy.
7. The system relies a great deal on a single individual his personality, his judgment, his
impartiality, and his independence.
Some of these criticisms are contentious and may not apply in all situations.
4.0. CONCLUSION
127
The Ombudsman is a system for the redress of complaints or injustice done to any
member of the public. It does not have the authority to take offenders to court and has
sometimes been described as a toothless bull dog. However, the backing of government
for the institution gives it some level of respect, such that organizations tend to recognize
their verdict on cases brought before them. It has been accepted in many countries as an
alternative dispute settlement solution to assist the weak and poor.. A lot of the success of
such ombudsman system would depend on the personality heading the organization.
Where the organization is headed by a respected individual, organizational chief
executives, tend to accept the Ombudsman’s judgment.
5.0. SUMMARY
In this unit, you have learnt about the definition of ombudsman, the origin, its features,
and functions. You also learnt about the criticisms of the ombudsman system. An
ombudsman is one who assists individuals and groups in the resolution of conflicts or
concerns. An ombudsman can exist at an organizational level or at the governmental
level. At the government level, the ombudsman is appointed by a legislative bod y.
Modern day Ombudsman concept started in Sweden in 1919, even though, a prototype of
ombudsman flourished in China during the Qin Dynasty in 721 BC. The essential
characteristics of the Ombudsman are: independence, impartiality, expert in government
affairs, universally accessible, and possession of power to publish information on the
guilty party. Generally, an ombudsman may receive complaints from three sources: (I)
complaints from groups of people (II) complaints from any person, (III) issues published
in print or discussed in electronic media.
A number of problems associated with the role of the judiciary in serving the people,
ombudsman system. Informal investigations cannot be conducted by the regular courts;
hence there is a role of a flexible, inexpensive and effective system of seeking redress.
The ombudsman system is not without criticisms. In large populous countries, the
ombudsman can only treat few cases. Complaints against government institutions ma y
also be swept under the carpet or not brought to the media.
1. Discuss in detail the Characteristics of the Ombudsman system.
128
2. Evaluate the Criticism leveled against the ombudsman institution.
7.0. REFERENCES AND FURTHER READING
Abedin, Nazmul,(1992). The Ombudsman: An Overview of Relevance for the developing countries,
Asian Affairs. vol. 14, No. 1:5-17.
Ahmed, Ali (1993), Ombudsman for Bangladesh. Dhaka: Academic Publishers.
Ali, Quazi Azher, (1995). Decentralized Administration in Bangladesh. Dhaka, University Press
Limited (UPL).
Anderson S.V. and Kent. M (1969). Ombudsman papers: American experience and proposals.
California. University of California.
Chapman, Brian( 1966) The Profession of Government, London: Urwin University Books
Chowdhury, Gysuddin A (1996) Ombudsman: An Instrument of Human Rights. The Daily

Star, April 22.
Constitution of the People's Republic of Bangladesh (1991), Dhaka : Government Printing
Charles L. Howard, The organizational Ombudsman: Origins, Role and Operations, a

legal guide, ABA, 2010.
.
Dragnish, Alex N and Rusmussen, 1982. J Major European Government, Home wood,
Illuiois: The Dorsey Press
Garner 1989. Administrative law, 7th edition. London: Butterworths.
Gellhorn, W. (1967). Ombudsman and others. Massachusetts. Harvard University Press.
Halim, M.D Abdul (1998) constitution, constitution law and politics: Bangladesh
perspective Dhaka.
Hossain M. A. (2013) Ombudsman for BangladeshTheory and Reality. Unpauli. U. org/

intradod group/ public documents/…… UPAN014483. pdf
Islam, K.N. 1996. Theory and Practice – Adiscussion on Bangladesh, Journal of Administration
and Diplomacy. Vol. 4. No. 1:39-50.
Reif, L. C. (2004). The Ombudsman for children human rights protection and promotion.
the Ombudsman. Good Government and the International Human rights System.
Martinus: Nijhoff Publishers.
Rowe, M. (1995) Options, functions and skills – what an organizational ombudsperson

might want to know. In http://www.ombudsassoiation .org/resources/what-
ombuds. retrieved 7/4/2013.
Public Complaints Commission (2013) Ombudsman institution and public complaints

commission. Abuja Information Unit.
129
Park, S. (2008). Korean Preaching, Han, and Narrative. American University studies:
Series VII. Theology and Religion).
Pickl, V. (1987). Islamic Roots of Ombudsman system. The Ombudsman Journal
Wesley, M. (2004). The complete Ombuds a spectrum of resolution service CPER Journal
No 166 June
130
UNIT 2 THE THEORY OF SOCIAL JUSTICE
CONTENT
1.0. Introduction
2.0. Objectives
3.0. Main content
3.1. Social Justice Concept
3.2. Social Contract Theory
3.3. Fundamental Human Rights
3.3.1. Fundamental Human Right in Nigeria
4.0. Conclusion
5.0. Summary
1.0. INTRODUCTION
In the last unit, you learnt about the Ombudsman concept. In this unit, you will learn
about the theories behind the concept. The concept of Ombudsman could be argued to
have taken root in theory of social justice. In order to ensure that all people have access
to justice, the Ombudsman provides an avenue for such needs to be met. In this unit, you
will learn some underlying theories of Ombudsman such as the social justice theories, the
social contract theory and the fundamental human rights. When these areas are not
addressed in an economy, the seeds of conflict are being sown.
2.0. OBJECTIVES

 Explain the social justice concept
131
 Practice the two moral powers
 Enumerate the characteristics of social contract theory
 Describe the equal basic liberties in any society.
3.0. MAIN CONTENT
3.1. The Social Justice Concept
The term “social justice” was first used in 1840 by a Sicilian priest, Lugi Taparelli d’Azeglio
and given prominence by Antonio Rosmini – Serbati in 1848 (Novak, 2000). The concept of
social justice implies that society should treat all who have deserved it, equally well (Mills,
1997)
Mills (1997) imagines that societies can be virtuous in the same way that individuals can be.
The demand for the concept of social justice become popular in modern firms, when very
complex societies operate by impersonal rules applied with equal force to all under “the rule
of law”. Hayek (2000), notes that the term social justice first came into prominence as an
appeal to the ruling classes to attend to the needs of the masses of uprooted peasants who had
become urban workers. Social justice should be understood as a specific justice that involves:
(i) inspiring working with and organizing others to accomplish together a work of justice.
Citizens in this case are expected to give back for all that they have received from the free
society or to meet obligations of free citizens to think and act for themselves.
(ii) The second characteristic of social justice is that it aims at the good of the society and not
for the good of one agent only.
Rawls (1996), states that the theory of social justice is more applicable to the ombudsman
concept. Rawls (1996), sees justice as fairness based on certain principles in a society
assumed to consist of free and equal persons with equal opportunities. Rawls theory is about
relationship between members of an association (society). Rawls theory sees society as a fair
system of cooperation over time, from one generation to another.
132
1. Relate the Ombudsman functions to the social justice concept.
3.2. The Social Contract Theories
The theory of social contract states that members of a society are accorded certain rights
in return for giving up certain freedom such as lawlessness or by remaining alone. These
rights are to be enforced by the state or representatives of the society. Such rights are not
static and they may change from time to time. For example, a constitution gets suspended
when a military government takes over in a country. Another example is that the right to
form unions in organizations is at the will of the government of the day. The theory also
expects that additional rights will always entail bearing additional responsibilities and
vice versa. Ombudsman is a system of assisting members of the society to enjoy any
deprived rights;
Kelly (2013), states that the term social contract could be found in the writings of Plato.
However, the modern social contract theorists are Jean Jacques Rousseau, (1762). Hobbes
(1985) and Locke (2003).
Thomas Hobbes expanded on the idea when he wrote levitation in response to the English
Civil War. In this book he wrote that in the earliest days there was no government. Instead,
those who were the strongest could take control and use their power at any time over
others. Hobbs’ theory was that the people mutually agreed to create a state, only giving it
enough power to provide protection of their well-being. However, in Hobbes theory, once
the power was given to the state, the people then relinquished any right to that power. In
effect, that would be the price of the protection they sought.
Jean Jacques Rousseau and John Lock each took the social contract theory one step
further. Rousseau wrote The Social Contract, or Principles of Political Right in which he
explained that the government is based on the idea of popular sovereignty. Thus the will of
the people as a whole gives power and direction to the state. John Lock also based his
political writings on the idea of the contract. He stressed on the role of the individual. He
also believed that revolution was not just a right but an obligation of the state abused their
given power.
133
Social contract theorists assert that in order for a society to function, there must be a real
or hypothetical agreement among its members regarding the rights and responsibilities of
both the state – which is concerned with advancing the common good – as well as its
citizens – who are concerned with advancing their self-interests. For this contract to work,
every member of society must be presumed to agree to its terms.
This hypothesis poses the problem of how are individual members of society are
“contracted”? Some have asserted that the obligation to conform to the term of social
contract is a consequence of birth. For example, children are born into a particular society
at a particular point in time, are reared within that society and, thus are obligated to follow
its laws.
In contrast, social contract theorists reason that the free choice to remain a member of
society – not birth is what binds each member of society to the contract’s terms. In this
sense, human beings “volunteer” to belong to society simply because it is rational and in
one ’s self interest to do so (Lessnoff, 1986). Laws – weather penal or non-panel – are
non-coercive in that, once children have observed society and matured, they can choose as
adults to stay or to leave. The choice to stay is what binds citizen to the social contract and
to abide by its terms. This is how the “contract” emerges, as has been argued at least as
early in intellectual history by Plato (1981). In Crito, Socrates maintained that a decision
to remain in society confers legitmacyto the social contract theory and imposes it
obligations upon a citzen. A decision to leave society signals illegitimacy and, although
relieved of its obligations, a citizen must suffer the consequences of this decision to leave
society.
Taking their cue from Hobbes (1985), in Leviathan, other proponents of social contract
theory have argued that in order for citizens to keep from perpetrating injustices against
one another and to live in peace, there must be a guarantee in the event that one citizen
perpetuates an injustice against another citizen, society will not retrogress to the law of
nature. For these theorists, the social contract emerges not from birth, law, or the choice
to remain, but from the virtue of justice. Deliberation about what justice requires
convinces members of society not only to cooperate with one another but to also to adhere
to their agreements as well (Gauthier, 1986).
134
3.3. FUNDAMENTAL HUMAN RIGHTS
The United Nations declaration of human rights can be said to have its roots in the social
justice concept and the social contract theory. On December 10, 1948, the General Assembly
of the United Nations adopted and proclaimed the Universal Declaration of Human Rights.
These Rights were to be published by member countries and should be dissemilated,
displayed, read and expanded principally in all educational institutions. This instruction
underscores the importance the United Nations attached to the fundamental human rights
(United Nations, 1998).
The following constitute the Universal Declaration of Human Rights
PREAMBLES
Whereas recognition of the inherent dignity and of the equal and inalienable rights of all
members of the human family is the foundation of freedom, justice and peace in the world.
Whereas disregard and contempt for human rights have barbarous acts which have outraged
the conscience of mankind, and advent of a world in which human beings shall enjoy
freedom of speech and belief and freedom from fear and want has been proclaimed as the
highest aspiration of the common people,
Whereas it is essential, if man is not to be compelled to have recourse, as a last resort to

rebellion against tyranny and oppression, that human rights should be protected by the rule of
law,
Whereas it is essential to promote the development of identity relation between nations,
Whereas the peoples of the United Nations have in the Charter reaffirmed their faith in
fundamental human rights, in the dignity and worth of the human person and in the equal
rights of men and women and have determined to promote social progress and better
standards of life in larger freedom.
Whereas Member States have pledged themselves to achieve, in co-operation with the United
Nations, the promotion of universal respect for and observance of human rights and
fundamental freedom,
Whereas a common understanding of these rights and freedom is of the greatest importance
for the full realization of this pledge,
135
Now, Therefore THE GENERAL ASSEMBLY proclaims THIS UNIVERSAL
DECLARATION OF HUMAN RIGHTS as a common standard of achievement for all
peoples and all nations, to the end that every individual and every organ of society, keeping
this declaration constantly in mind, shall strive by teaching and education to promote respect
for these rights and freedoms and by progressive measures, national and international, to
secure their universal and effective recognition and observance, both among the peoples of
member States themselves and among the peoples of territories under their jurisdiction.
Article 1
 All human beings are born free and equal in dignity and rights, they are endowed with
reason and conscience and should act towards one another in a spirit of brotherhood.
Article 2
 Everyone is entitled to all the rights and freedom set forth in this Declaration, without
distinction of any kind, such as race, color, sex, language, religion, political or other
opinion, national or social origin, property, birth or other status. Furthermore, no
distinction shall be made on the basis of political, jurisdictional or international status
of the country or territory to which a person belongs, whether it be independent, trust,
non-self-governing or under any other limitation of sovereignty.
Article 3
 Everyone has the right to life, liberty and security of person
Article 4
 No one shall be held in slavery or servitude; slavery and the slave trade shall be
prohibited in all their forms
Article 5
 No one shall be subjected to torture or to cruel, inhuman or degrading treatme nt or

punishment.
Article 6
 Everyone has the right to recognition as a person before the law.
136
Article 7
 All are equal before the law and are entitled without any discrimination to equal
protection of the law. All are entitled to equal protection against any discrimination in
violation and against any incitement to such discrimination.
Article 8
 Everyone has right to an effective remedy by the competent national tribunals for
violating the fundamental rights granted him by the constitution or by law.
Article 9
 No one shall be subjected to arbitrary arrest, detention or exile.
Article 10
 Everyone is entitled in full equality to a fair and public hearing by an independent and
impartial tribunal, in the determination of his rights and obligations and of any
criminal charge against him.
Article 11
 (1) Everyone charged with a penal offence has the right to be presumed innocent until
proved guilty according to law in a public trial at which he has all the guarantees
necessary for his defense.
 (2) No one shall be held guilty of any penal offence on account of any act or omission
which did not constitute a penal offence, under national or international law, at the
time it was committed. Nor shall a heavier penalty be imposed than the one that was
applicable at the time the penal offence was committed.
Article 12
 No one shall be subjected to arbitrary interference with his privacy, family, home or
correspondence, nor to attacks upon his honor and reputation. Everyone has the right
to the protection of the law against such interference or attacks
Article 13
137
 (1) Everyone has the right to freedom of movement and residence within the borders
of each state
 (2) Everyone has the right to leave any country, including his own, and to return to his
country.
Article 14
 (1)Everyone has the right to seek and to enjoy in other countries asylum from
persecution.
 (2)This may not be invoked in the case of persecutions genuinely arising from non-
political crimes or from acts contrary to the purposes and the principles of the United
Nations.
Article 15
 (1) Everyone has the right to a nationality
 (2)No one shall be arbitrarily deprived of his nationality nor denied the right to
change his nationality
Article 16
 (1) Men and women of full age without any limitation due to race, nationality or
religion, have the right to marry and to found a family. They are entitled to equal
rights as to marriage, during marriage and at its dissolution.
 (2) Marriage shall be entered into only with the free and full consent of the intending
spouse.
 (3) The family is the natural and fundamental group unit of society and is entitled to
protection by society and the state.
Article 17
 (1) Everyone has the right to own property alone as well as in association with others
 (2) No one shall be arbitrarily deprived of his property.
138
Article 18
 Everyone has the right to freedom of thought, conscience and religion; this right
includes freedom to change his religion, and freedom, either alone or in community
with others and in public or private, to manifest his religion or belief on teaching,
practice, worship and observance.
Article 19
 Everyone has the right to freedom of opinion and expression; this right includes
freedom to hold opinions without interference and to seek, received and impact
information and ideas through any media and regardless of frontiers.
Article 20
 (1) Everyone has the right to freedom of peaceful assembly and association
 (2) No one may be compelled to belong to an association.
Article 21
 (1) Everyone has the right to take part in the government of his country, directly or
through freely chosen representatives.
 (2) Everyone has the right to equal access to public service in his country.
 (3) The will of the people shall be the basis of the authority of government ; this will
shall be expressed in periodic and genuine elections which shall be by universal and
equal suffrage and shall be held by secrete vote or by equivalent free voting
procedures.
Article 22
 Everyone, as a member of society, has the right to social security and is entitled to
realization, through national effort and international co-operation and in accordance
with the organization and resources of each State, of the economic, social and cultural
rights indispensable for his dignity and the free development of his personality.
Article 23
139
 (1)Everyone has the right to work, to free choice of employment, to just and favorable
conditions of work and to protection against unemployment.
 (2) Everyone, without any discrimination, has the right to equal pay for equal work.
 (3) Everyone who works has the right to just and favorable remuneration ensuring for
himself and his family an existence worthy of human dignity, and supplemented, if
necessary, by other means of social protection.
 (4) Everyone has the right to form and to join trade unions for the protection of his
interests.
Article 24
 Everyone has the right to rest and leisure, including reasonable limitation of working
hours and periodic holidays with pay.
Article 25
 (1) Everyone has the right to a standard of living adequate for the health and well-
being of himself and of his family, including food, clothing, housing and medical care
and necessary social services, and the right to security in the event of unemployment,
sickness, disability, widowhood, old age or other lack of livelihood in circumstances
beyond his control.
 (2) Motherhood and childhood are entitled to special care and assistance. All children,
whether born in or out of wedlock, shall enjoy the same social protection.
Article 26
 (1) Everyone has the right to education. Education shall be free, at least in the
elementary and fundamental stages. Elementary education shall be compulsory.
Technical and professional education shall be made general available and higher
education shall be equally accessible to all on the basis of merit.
 (2) Education shall be directed to the development of the human personality and to the
strengthening of respect for human rights and fundamental freedoms. It shall promote
understanding, tolerance and friendship among all nations, racial or religious gro ups,
and shall further the activities of the United Nations for the maintenance of peace.
140
 (3) Parents have a prior right to choose the kind of education that shall be given to
their children.
Article 27
 (1) Everyone has the right freely to participate in the culture life of the community, to
enjoy the arts and to share in scientific advancement and its benefits.
 (2) Everyone has the right to the protection of the moral and material interests
resulting from any scientific literary or artistic production of which he is the author.
Article 28
 Everyone is entitled to a social and international order in which the rights and
freedoms set forth in this Declaration can be fully realized.
Article 29
 (1) Everyone has duties to the community in which the alone the free and full
development of his personality is possible.
 (2) In the exercise of his rights and freedoms, everyone shall be subject only to such
limitations as are determined by law solely for the purpose of securing due
recognition and respect for the rights and freedoms of others and of the meeting the
just requirements of morality, public order and the general welfare in a democratic
society.
 (3) These rights and freedoms may in no case be exercised contrary to the purpose of
the United Nations.
Article 30
 Nothing in this Declaration may be interpreted as implying for any State, group or
person any right to engage in any activity or to perform any act aimed at the
destruction of any of the rights and freedoms set forth herein.
3.3.1. Fundamental Human Right in Nigeria
In the 1999 Nigeria Constitution (Federal Government of Nigeria, 1999), the rights generally
recognized as fundamental are:
Right to life
141
Right to marry
Right to procreate
Right to raise children free from unnecessary government interference
Right to freedom of association; of expression
Right to equality of treatment before the law (fair legal procedures).
Right to freedom of thought
Right to religious believe
Right to choose when and where to acquire formal education
Right to pursue happiness
Right to vote.
4.0. CONCLUSION
The Ombudsman concept is rooted in certain theories governing the association of people in
societies or countries. The Social Justice theory emphasizes fairness and equality before the
law. Most of the issues to be treated by the Ombudsman are issues relating to unfair
treatment or unequal power relations. Hence Social Justice Theory is relevant to this
discourse. The social contract theories are both on the need for the state to ensure that the
nationals or citizens’ rights are protected. It is also aimed at ensuring that each member of the
nation or government does not violate the right of others. Where such rights are violated the
Ombudsman should ensure redress within its mission.
5.0. SUMMARY
This unit discusses three theories relevant to the Ombudsman concept. The concept of social
justice implies that society should treat all who have deserved it, equally well. Among the
social justice theorists is Rawls (1996), who sees justice as fairness based on certain
principles in a society assumed to consist of free and equal persons with equal opportunities.
This assumption is necessary for the Ombudsman concept to work. The theory of social
contract states that members of a society are accorded certain rights in return for giving up
certain freedom such as lawlessness or by remaining alone.These rights are to be enforced by
the state or representatives of the society, the ombudsman is considered one of these
representatives. The major theorists of social contract are Rousseau, Hobbes and Locke. In
this unit, you also learnt about the fundamental human rights, which the United Nations
considered to be so important that they all agreed to abide by them and give them maximum
publicity in their countries
142
6.0. TUTOR MARKED ASSIGNMENTS
1. Explain the relationship of five articles of the United Nations Declaration of Human
Rights and the Ombudsman Concept.
2. Why does a society require social contract?
7.0 REFERENCES/FURTHER READING

Guithier, D (1986). Morals by agremment. New York: Clarendon Press.
Hobbes. The, T. (1993). Leviathan C. B.Machpheson, Ed. London, : Prenuim Books
Lessnof, M. (1986) Social contract. New York: Macmillan

.
Lock, J (2003), The treatises of government and a letter concerning tolerance. New Haven,
CT: Yale University Press.
Milles, C. (1997). The racial contract. Ithaca, NY: Cornell University Press
Novak, M. (2000). Defining social Justice. Lecture delivered at the University of Chicago
Committee on social thought.
United Nation Department of Public Information
www.un.org/rights/50/declar.htm. New York ,
Plato. (1981). The Crito. In five dialogues(G. M. A Grube, Trans., 45-48). Indianapolis, IN:
Hackett Publishing Company.
Rousseau, J. (1987). The basic political writings (D. A. Cress, Trans.). Indianapolis, IN:
Hackett Publishing Company.
Rowls. J. (1996) Political liberalism. Columbia University Press.
United Nation (1998) Fiftieth Anniversary of the Universal Declaration of Human rights. New

York United nations
143
UNIT 3 A UNIFIED MODEL FOR OMBUDSMAN FUNCTION
CONTENT
1.0. Introduction
2.0. Objectives
3.0. Main Content
3.1. The Ombudsman Character.
3.2. Type of Ombudsman and their common Characteristics
3.3. Model for Ombudsman function
4.0. Conclusion
5.0. Summary
7.0. References / Further Reading
1.0. INTRODUCTION
In unit 2, you learnt about three theories that serve as basis for the ombudsman concept.
In this unit, you will learn about a unified model for developing an ombudsman function.
This model is developed by a coalition of federal ombudsman in the United States of
America in February 2009. In May, 2006, the coalition of Federal Ombudsman (CFO)
and the Federal interagency ADR working group steering committee adopted a guide that
can be adopted by ombudsman in carrying out their functions (Howard, 2010). The
content of this unit is adopted form the guide, called, “a Unified Model for Developing an
Ombudsman Functions.”
2.0. OBJECTIVES
 Explain the ombudsman charter
 Enumerate the types of ombudsman
144
 Describe the components of a unified model for developing an ombudsman functions
3.0 MAIN CONTENT

3.1. The Ombudsman Charter
To a great extent, the products and services that an Ombudsman organization provides are
determined and driven by the nature of the ombudsman charter or mandate. The charter is
formal document that presents the existence of the office and it functions.It formally
establishes the office, describes its mission and functions, specifies Ombudsman “
deliverable” (products and services) and creates (ideally) a direct reporting line to the
organization’s top manager. The Ombudsman program charter may limit the ombudsman to
internal or external callers/visitors, a specific business area (or several) or a specific areas of
need (contracting); or the charter may implement a board program providing may services to
both internal and external contacts simultaneously. It depends on the charter.
The main outcomes of the ombudsman office are dispute prevention and dispute resolution,
conflict management and problem resolution. From an organization-wide perspective,
creation of an ombudsman program sends a strong message to customers and employees that
management 1) cares about them, and 2) seeks to provide effective and equitable disputes
resolution. The products and services offered by an ombudsman program will vary from
country to country and from organization to organization and so will the specific types of
value. They depend on the ombudsman charter, internal or external role, pre-existing conflict
management services offered, reporting level, degree of management support, union/non-
union environment, types of ombudsman (classical/organizational operating environment
(bureaucratic, unstructured) and other factors. The specific program notwithstanding,
ombudsman program, if implemented carefully, can add value to management, the
organization, and customer groups, and human rights recognition in a country.
A more detailed of services expected of an ombudsman are:
1. Management services
a. Serve as an ‘early warning system” for managers. When process or policy

problems are identified early, they can often be resolved before they become
acute, thus preventing major disruptions. There is a much higher probability that
problems will be resolved to the satisfaction of many when they are addressed at
an early stage. In addition, when problems are ident ified early, they can often be
resolved before productivity suffers or profit declines.
145
b. Provide an office that managers/officials can approach for neutral assistance. The
ombudsmen can confidentially (no identifiers) provide useful feedback or
reporting on business products and serves (to the extent it is captured in the
ombudsman data base tracking system).
c. Through informal facilitation or mediation, help avert actions that can be

extremely costly and damaging to the workplace such as litigation or violence in
the workplace
d. Help increase awareness of key issues or problems in the organization. When

trends emerge, they can be shared with managers through routine reporting as
long as confidentiality is preserved as appropriate.
e. Make recommendations (workplace or business-oriented) would not that

managers can use to take appropriate action, that otherwise they would not have
known were needed..
f. Provide mechanisms for confidential feedback on operating programmes.

Organizations can request that the ombudsman provide confidential focus
groups or facilitation services that will [provide feedback on operating programs
that would not otherwise have been available.
g. Indentify rumors that can be addressed through management communications.

Serve as an information resources regarding rumors and assist management in
providing information to employees.
2. Customer services
a. Provide an identified and accessible focal point for receiving complaints of any
kind. This enhances trust of the organization by both employees and customers
(depending on the focus of the ombudsman program). The ombudsman’s
guarantees of confidentiality (to the limits of the law) with no fear of reprisal,
and neutrality are unique services.
b. Enhance morale and Increase productivity (internal programs).
c. Establish an informal channel of inquiry for those contacts who do not wish to
pursue a formal channel. Informal channels are usually quicker, less disruptive
or costly compared to more complicated and lengthy formal channels.
146
d. Channel people to the correct process or formal procedure (outside of the
ombudsman role), when appropriate, if the inquirer does not know what options
are available.
e. Provide services to all with no regard for position or type of issue (customers,
employees, management, contractors, regulated entities, etc).
f. Furnish a channel of access to records and management officials to those who

are not aware of their options.
g. Provide a location where individual can “be heard.” A frequent component of

dissatisfaction, low morale and violent acting out is a perception of “never
having been heard.”
h. Provide a neutral source of confidential assistance for all types of problems (e.g.
service-driven (customer), management, peer-to-peer,) that is interest-driven
rather than rights-driven.
i. Provide inquirers or customers a place of last resort, when other recognized

problem assistance processes have failed.
3. Organizational services
a. Provide a source of assistance for all business and administrative areas. The
ombudsman’s charter, if drafted properly, prevents organizational isolation. He/she
can assist all or several parts of the organization simultaneous or independently on
a one-to-one basis.
b. Review and resolve problems that cut across administration or business functions
and recommend a broad or cross-functional remedy if a generalized problem or
systemic difficulty emerges.
c. Save the organization significant resources by enabling the organization to

eliminate unfair processes and improve inefficient business/administrative process.
d. Be recognized as an “authority” that can evaluate issues, and recommend options

after an impartial review of the matter (sometimes the fact that a review is
occurring leads to a resolution of the problem).
147
e. Create trust. The existence of an effective ombudsman function sends a strong
message the management is serious about problem prevention and resolution. This
alone can sometimes enhance morale and increase productivity.
f. Support quality control through identification and resolution of systemic or process

problems.
g. Provide a means of internal control. Areas of vulnerability can be indentified and

corrections implemented before severe difficulties arise (e.g. accounting,
contracting or auditing abuse; violence in the workplace; discrimination, litigation,
productivity, etc.).
h. Help reduce the severity of penalties to the organization that may result from
litigation (private sector). If litigation is pursed, monetary penalties recommended
by the Uniform Sentencing Guidelines can be significantly reduced when an
ombudsman function is in place and operating effectively. An established
ombudsman program demonstrates the intent of the organization to prevent
problems and resolve disputes fairly and in a timely and effective manner. This
established and verifiable intent may result in substantially reduced penalties in the
event of a negative court ruling.
i. Save valuable resources by preventing disputes and resolving them informally in

lieu of costly litigation.
j. Improve the image of the organization. No matter the outcome, inquirers are le ft
with the conviction that a fair “hearing” has taken place.
k. Assist other organizational components when problems fall outside their role (e.g.
communication issues, peer-to-peer work problems, teamwork issues, etc.)

1. What are the key features of an ombudsman charter?
2. Explain five organizational services provided by the ombudsman.
148
3.2. Type of Ombudsman
There are two major types of ombudsman generally recognized: classical and
organizational. Some characteristics of the two major types are:
a. Classical:
‐ Created by law
‐ Generally appointed by legislative bodies;
‐ Receive complaints about acts of government agencies;
‐ Designated neutrals;
‐ Often have the power of subpoena; and
‐ Perform formal investigations.
b. Organizational
‐ May or may not be created by law;
‐ Not appointed by legislative bodies;
‐ Often serve internal staff;
‐ May serve external parties [e.g. clients of the organization, or in the case of
government, a regulated group];
‐ Handle problems and complaints informally;
‐ Designated neutrals; and
‐ Perform informal reviews
c. Other types
‐ Legislature
‐ Executive
‐ Advocate
‐ Long-Term Care
149
‐ Acquisition Ombudsman
Characteristics of an Ombudsman
i. Neutrality: the important of neutrality to the ombudsman role cannot be over-
emphasized. There is no room to “bend” neutrality. If the program structure allows for
‘representation of” or “taking the side of” any inquirer, it is departing from generally
accepted ombudsman practice, and therefore, strictly speaking, is not an ombudsman
program. Ombudsman can “take the side of” fair process, but absolutely cannot
become the representative of any contact or “take the side of” an inquirer. A clear
understanding of neutrality is essential, and it must be actively applied at all times
when one functions in the role of an ombudsman.
ii. Informality: Informality is vital to the role of an organizational ombudsman and the
success of the program. There is a unique flexibility inherent in organizational
ombudsman work since the ombudsman is contacted prior to the point where parties
have assumed a public commitment regarding the issues..
There is greater opportunity to gather information and explore options at this point because
contacts have not committed themselves to a particular avenue or strategy. Any find ings,
recommendations, or actions can be explored in an informal manner. Organizational
ombudsmen distance themselves from inquirers or issues that are in formal process, since it
can result in requests for information that may compromise confidentiality. Note that
classical ombudsman typically offer formal mediation, engage in formal processes and
develop formal, public reports.
iii. Confidentially:
a. Establishing and maintaining confidentiality is of critical importance to the

ombudsman. Many times, assurance of confidentiality is the sole reason contacts
will call the ombudsman’s office. As an alternative to other more formal
processes, assurance of confidentiality along with neutral assessment of issues and
disputes are characteristics that make the ombudsman function unique. Ways in
which an ombudsman can endeavor to preserve confidentiality include:
i. Avoiding the creation of any records unless absolutely necessary to

conducting business;
150
ii. Maintaining records that cannot be accessed by name or personal identifier;
iii. Discarding informal notes and other non-record materials related to case
issues once they have been resolved.
iv. Maintaining code of silence about who is or isn’t using the ombudsman office;
and
v. Refusing to testify (to the extent possible) if the case subsequently goes into
litigation.
b. The resolve of confidentiality also applies when the ombudsman is requested to

come forward to testify in a court of law. Many ombudsmen have found
themselves in a difficult situation by refusing to obey such a request. This is why
it is vital for any organization to carefully consider the issue of confidentiality
early in the ombudsman program development cycle. Ombudsmen recognize the
value of confidential and attempt to uphold it even in a court of law.
c. Confidentiality then, is an ombudsman value that makes the ombudsman role

unique, and which is often not offered by other, more formal processes. Formal
dispute processes do not guarantee confidentiality under all circumstances as does
the ombudsman (except in case of harmful or illegal activity). This is vital
difference, which is indispensable to the role of the ombudsman, since
maintaining confidentiality is essential to eliminating the possibility of retribution
or retaliation toward the contact.
d. Although ombudsmen strive to maintain absolute confidentiality regarding

contact, the standards of practice within the ombudsman profession have resulted
in one exception to this pledge of confidentiality. An ombudsman will not hesitate
to report any threat to someone’s physical safety. If there is a serious threat to
property, it will be reported. In the federal government, evidence of criminal
activities, waste, or abuse of power, are reported to the Inspector General. When
people contact the office of the ombudsman for assistance, they should be
apprised of these exceptions to absolute confidentiality.
e. Classical ombudsmen also maintain confidentiality, but offer formal mediation,

including identifiers and participate in formal processes. They also develop
151
reports that include specific information related to parties process and
recommendations.
iv. Independence:An enabling attribute of an effective ombudsman is that he/she serves

as an independent source of assistance. This means that the ombudsman is not
dependent upon, nor does he/she report to functional managers or programs within the
organization. This programmatic independence also ensures that the ombudsman has
no conflict of interest, since the ombudsman does not report to the organization’s
business offices, it is unlikely that he/she will be influenced by the statements or
activities of the senior managers in those offices. A related question, then , is “who
does the ombudsman report to?” The consensus of the ombudsman community is that
the ombudsman function is much more effective if the ombudsman reports to a top-
level manager. Since the ombudsman typically has no direct line authority, or decision
making authority, the higher that he/she reports, the more effective he/she will be.
3.3. A Unified Model for the Ombudsman
A unified model for the ombudsman was developed by a coalition of federal

ombudsmen in the USA. Figure 3.1 shows this model.
Review of the key Developing and Specific Maintainin

components of an implementing program g
ombudsman the operative Assessing
functions Defining Ombudsman and
or the Ombudsman programme Refining
function the
Programm
e
Figure 3. I: A Unified Model for the Ombudsman
Adapted from Coalition of federal ombudsmen ( 2009)
The model presents an ombudsman life cycle. The model starts with either a review of key
ombudsman elements (neutrality, informal process, confidentiality and independence) or in
new cases, the defining of the ombudsman functions or charter. Every ombudsman
programme is unique. The charter must fit the culture of the country or the organization. This
step should answer the following questions, among others:
152
a. Will the programme use internal or external ombudsman or a hybrid of the two?
b. Will the programme serve all potential customers or will it serve a designated
population?
c. What types of services will the programme provide?
d. What are the occupational needs? This refers to the staff of the office.
Box 2 is on developing and implementing the ombudsman programmes. An effective

ombudsman should meet the unique problem resolution and conflict management
requirements of an organization or nation. Developing and implementing the total programme
requires the running of a pilot programme or a phased approach. For example, a national
ombudsman can start with addressing the complaints of public servants before extending their
services to other sector of the economy. In an organization, t he programme can start with
junior offices first.
This phase also includes the development of the ranges of service to be made available to
customers. It develops the system for customers to contact the Ombudsman, with the types of
records to be kept. How will reports be written? How will the guilty party be treated? This
step should involve as many top managers and stakeholders as possible to contribute ideas or
comments to the plan.
Box 3 is on program operations. This involves specific needs of the ombudsman operations.
These include:
A. Administrative staffing resources
i. Administration / Staffing resources
ii. Physical/Facilities Requirement; and
iii. Policies and Procedures
B. Administrative Resources: These include the following,
i. Personnel Management Tools

a. Staffing authority/approvals;
b. Position description
c. Pay Schedule
153
d. Other Benefits
e. Professional development or training plans
ii. Fixtures/Furniture/Supplies;
iii. Office Equipment (copier, shredder, etc.);
iv. Budget and Accounting tools; and
v. Hardware/ Software Resources:
a. Case tracking database
b. Administration systems;
c. Telephone system;
d. Standard software (word processing, graphics, e.t.c).
B. Ombudsman “Grade” or Salary Level: An essential staffing consideration is salary
level “grade” of the ombudsman. To enable consistently successful communications (e.g staff
and management listen) at all levels, and to ensure that conflict interest do not arise, the
ombudsman herself/himself should always be an executive who is placed outside any existing
business office or function, and who reports directly to the organization’s top ma nagement.
Ombudsman specialists, assists, deputies, support personnel, etc. can be graded at a level
lower than executive, but it is essential for ombudsman, as program Director, to hold an
executive position.
C. Program Policies/Procedure:
i. Policies
a. Ombudsman Charter/Roles and Responsibilities;
b. Mission, vision and values;
c. Statement of Value: Neutrality, Confidentiality, and Independence;
d. Appeals of Decisions;
e. Customer Service Standards;
f. Record Creation/Retention; and
g. Ombudsman Standards of Practice. Standard of Practice are absolutely essential to
the integrity of the program and its successful long-term operation.
ii. Procedures:
 Hours or Operation;
 Case Management Procedure
 Office/Staff Security;
 Systematic Change; and
 Media Inquiries
C. Physical/Facilities Requirements:
154
i. Office Space
ii. Secured Doors/Window and Alarms
iii. Utility/Overhead
iv. Maintaining Agreement/Contract; and
Box 4 is on maintaining, assessing and refining the ombudsman programme. Periodically the
ombudsman functions need to evaluate the nature and extent of changes required to fit the
function to an organizational or national environment. Such changes should be positive and
supportive. Management support for the ombudsman should be maintained. In an
organization or at the national level.The ombudsman relies on the support of top management
and government in view of its informalit y. Periodic review of refinement of the ombudsman
functions should take place after an assessment of cases treated and the effectiveness of the
modus operandi.
3.0. CONCLUSION
Both the classical and organizational ombudsman requires the same model. A clear
statement of the vision, mission and objectives of the ombudsman constitute the starting point
for any ombudsman, model. It is important that the charter for the ombudsman should be
discussed and accepted by all stakeholders. This is necessary in view of the informal nature
of the charter and the lack of legal prosecution for any offending party, Economic, social,
political and technological environments change from time to time. Hence the ombudsman
function should be reassessed at convenient periodic intervals for better positioning in an
organization or in a nation.
5.0. SUMMARY
A unified model for developing an ombudsman function is discussed in this unit. The unit is
on the types of ombudsman and their characteristics as well as the components of the model.
The ombudsman charter is a formal document that presents the existence of the office of the
ombudsman and its functions, the ombudsman programme charter may limit the
ombudsman to internal or external callers/visitors, a specific business area or specific areas of
need. The ombudsman provides management, individual customer and organizational
services. The two major types of ombudsman are the classical (governmental level); and the
organization. The characteristics of the classical ombudsman are: creation by law,
appointment by legislative bodies, performances of formal investigation, among others. The
organizational ombudsman may or may not be created by law. It is staffed internally may
155
serve external parties and perform informal reviews among others. The unified model for the
ombudsman function has four steps. Step 1 is on the review of the key components of an
ombudsman function or defining the ombudsman function. The second step is developing and
implementing the ombudsman programme. The third step is the specific progamme
operations while the fourth is maintaining, assessing and refining the programme.

1. With the aid of a diagram, explain the Unified model for developing an ombudsman
function.
2. What are the expectations of the public from a classical ombudsman?
3. Design a set of objective or goals for an organization.
7.0 REFERENCES / FURTHER READING

Coalition of Federal Ombudsman (2013) A Unified Model for Developing an Ombudsman
functions (http://www/federalombuds.ed.gov/United United States of America.
Howard, C. L. (2010). The Organizational Ombudsman Origins roles and operations: a

book. google.com uk/book?isbn = 1604427787
156
UNIT 4 OMBUDSMAN IN SELECTED COUNTRIES
1.0. Introduction
2.0. Objectives
3.0. Main Content
3.1. Ombudsman system in Sweden
3.2. Ombudsman system in Bangladesh
3.3. Ombudsman system in United Kingdom
3.4. Ombudsman system in New Zealand
3.4.1. Other roles
3.5. Nigeria public complaints Commissions
4.0. Conclusion
5.0. Summary
7.0. References/ Further Reading
1.0. INTRODUCTION
In the last unit, you learnt about a unified model for developing an Ombudsman function.
In this unit, you will learn about the ombudsman system in selected countries. Since the
ombudsman started in Sweden, you will learn about the status of the system in the United
Kingdom, New Zealand and the Bangladesh ombudsman system. But charity begins at
home, hence you will also learn about ombudsman in Nigeria.
2.0. OBJECTIVES

 Describe the ombudsman system in Sweden
 Explain the practice of ombudsman in Bangladesh, United Kingdom and New

Zealand
 Compare the practice of ombudsman system in the selected countries with the
system in Nigeria.
157
3.0. MAIN CONTENT
3.1. Ombudsman system in Sweden.
The 1809 Swedish constitution gave birth to the institution of the ombudsman. This
constitution provided the framework for the ombudsman. The person who was to be put in
charge of the institution had to be elected by parliament and should be a man of known legal
ability and outstanding integrity as states in Article 96 of the 1809 constitution (Ibrahim,
1979).
It has been said that the idea of ombudsman goes back to the time of King Charles XII of
Sweden. As a result of his defeat by the Russians in 1709. King Charles XII fled to Turkey
where he stayed in self exile foe several years. During the period, unrest and disorder were
prevailing in Sweden. The main function of that office was to ensure that laws and statutes
were followed and that civil servants fulfilled their obligations. In other words the
ombudsman was empowered to supervise the activities of judges and other administrative
officials in their application of the law of the land. However, he was part of the executive
power rather than the legislative (Ibrahim (1979).
Ombudsman provides the National Assembly with an annual report on his work and findings
as well as with other special reports. Sweden has, since 1882, a parliamentary ombudsman
office (Riksdagens ombudsman), the oldest surviving element of which is the Justice
Ombudsman or Justitieombudsmen (JO), created 1809, after the model of Justitekansler, and
according to the principle of division of government power. Justitiekansler was called
initially as a proxy of the King and Justitieombudsmen to represent the parliament, both to
oversee that all public authorities comply with the law and decrees. The lat ter had the specific
duty to protect the citizens and as a public attorney prosecute unlawful government or actions
by authorities and criticize problematic laws, to ensure equality in the court of law.
.
With growing attention to discrimination issues in the latter part of the 2oth century there
arose several anti- discrimination Parliamentary Ombudsmen: the Equality Ombudsman or
monitoring issues relating to gender equality. From March 1, 2002, there were ombudsmaen
for equal treatment of students at universities; the Children’s Ombudsman, concerned with
matters affecting the rights and interests of children and young people; the disability
Ombudsman, concerned with the rights and interests of peoples with disabilities; the
158
ombudsman against Discrimination on Grounds of Sexual Orientation and the Ombudsman
against Ethnic Discrimination. On 1 January 2009, four of the offices (excluding the
Children’s Ombudsman) were merged into the new Discrimination Ombudsman (DO)
.
Furthemorer, the Director-General of the Swedish Consumer Agency is also designated
Consumer Ombudsman. The Chancellor of justice is an ombudsman of sorts, mainly to
oversee that the Swedish authorities comply with laws on behalf of the government, but also
to handle indemnity claims from persons who suffered from imprisonment but later
acquitted, or other damages caused by authorities.
3.2. Ombudsman System In Bangladesh
The Bangladesh Ombudsman Act 1980 is silent on its number and area of specialization.
Following the other countries, Bangladesh can adopt for types of Ombudsman according
to the varied types of work (i.e. specialization) they are called upon to perform. These are:
 The ombudsman (general) to investigate into mal-administration President, Prime
Minister, Cabinet Ministers, MPs and central bureaucracy.
 The ombudsman (local ) who is to investigate complaints of mal-administration

committed by local authorities, representatives and officials.
 The ombudsman (military) who is to investigate indiscipline of military personnel and

officers employed by the ministry of defense.
 The ombudsman (justice) who is to deal with the matters of legality of the judicial
divisions, without having power to influence the court proceeding (Ahmed, 1993;53)
Emphasis on Ombudsman and Government’s Commitment:

The necessity for the office of ombudsman has been felt in Bangladesh ever since its
independence. Since Bangladesh is a country emerging from the British colonial rule
through neo-colonialism of Pakistan, it inherited an asymmetric political system where
administration has precedence over the legislature. The premature death of Mohammad
Ali Jinah and Liaquat Alli Khan in the early years of Pakistan’s independence cause
serious political vacuum, which was filled in by competent senior bureaucrats in the
absence of strong political leadership. This reliance on bureaucracy rather that
politicians has developed in the country. In view of this situation, the drafters of
Bangladesh constitution incorporated a provision for the office of Ombudsman for
159
protecting long cherished public right against administration excesses. The Awami league
government of the day made no endeavor to this effect. The move in this regards was
taken by President Ziaur Rahaman in 1980. The Jatio Sangshad passed the relevant Act to
constitute the office of Ombudsman. But with the assassination of President Ziaur
Rahaman the initiative crumbled down before it could be take off the ground.
In view of the tremendous public demand for the office of Ombudsman the last government
(elected 1996) declared in 1998 its commitment to establish the office as early as possible
(Malum.But it was the government elected in 2001 that established the office of ombudsman
by government Gazette in 6th January 2002. The government was persuaded by the fact that
an institution like ombudsman would be essential for safeguarding the interest and rights of
the public in Bangladesh from mal administration or administrative excesses.
The main characteristics of Ombudsman Act 1980 are:
(a)There shall be an Ombudsman who shall be appointed by the president on the
recommendation of the parliament.
(b) Parliament shall recommend for appointment as Ombudsman a person of

known legal or administrative ability and conspicuous integrity.
(c)It shall come into force on such date as the Government . may, by notification in the
official Gazette, appoint.
(d) The ombudsman shall, subject this section, hold office for a term of three
years from the date on which he enters upon his office, and shall be eligible for
reappointment for one further term.
(e)The ombudsman shall not be removed from his office except by an order of the
president passed pursuant to a resolution of parliament supported by majority of not less
than two thirds of the total numbers of parliament on the ground of proved misconduct
or physical incapacity.
(f) The ombudsman may investigate action taken by a ministry, a statutory public
authority, or a public officer in a case where a complaint in respect of such action is
made to him by a person.
(g) Ombudsman shall have the power to punish any person who, without lawful
excuse obstructs him in the performance of his functions with simple imprisonment,
160
which may extend to three months, or with fine which may extend to two thousand taka,
or with both.

1. Compare and contrast the ombudsman system in Bangladesh with that of
Sweden.
3.3. Ombudsman System in United Kingdom
In the United Kingdom a post of ombudsman is attached to the Westminster Parliament,

jurisdiction extending to all departments of the central government and other
government institutions. The Office of the Parliamentary Commissioner for
Administration was created in 1967, covering the activities of central government
departments. A separate (National) Health Service ombudsman was subsequently
created, but this office has to date always been held by the same person and the two
offices are usually referred to as the parliamentary and health service Ombudsman. This
Ombudsman will usually investigate complaints referred to him or her by a member of
parliament where there has been evidence of “maladministration” having occurred
which has resulted in an”unremedied” injustice. Complaints to the Ombudsman are
subject to a “time bar” – this means that the Ombudsman determines when a complaint
is out of jurisdiction if too much time have passed between event or course of events
being complained about. Separate agencies exist to handle complaints relating to the
departments and agencies of the devolved administrations. These are the Northern
Ireland Ombudsman, the public service Ombudsman for Wales and the Scottish public
services Ombudsman, answerable respectively to the Northern Ireland Assembly, the
Welsh Assembly and a Scottish parliament.
The Local Government Ombudsman (formally the Commission for Local Government
Administration – there are two Commissioners) for England and Wales was created in
1973, and a similar office for Scotland in 1947; since then, a variety of other public and
private sector-specific ombudsmen have been created, along with the Northern Ireland
Ombudsman.
Other ombudsman services in the United Kingdom
 Children’s commissioners exist in England, Northern Ireland, Wales and Scotland.
161
 Financial Ombudsman service: http://www.financial – ombudsman.org.uk. provides
consumers and small businesses with free, independent services for resolving
disputed with banks, Insurance and other financial organizations (includes private
medical insurance)
 Financial Service Ombudsman Scheme for the sale of man
 Housing Ombudsman Service http://www.Ihos.org.uk. (HOS): An independent

service dealing with complaint against landlords & agent, and other housing
disputes
 Judicial Appointments and Conduct Ombudsman
 Legal Services Ombudsman
 Office of the Independent Adjudicator http://www.olahe.org.uk.
 Ombudsman services, http://www.ombudsman – setvice.org a non-profit company

that provides disputes resolution for the communications energy, property and
copyright licensing industries
 Police Ombudsman for Northern Ireland
 Pensions Ombudsman Investigates and decides complaints and disputes about private,
civil service and other public sector pensions and pension schemes
 Prisoner Ombudsman , Northern Ireland
 Prison and probation Ombudsman
 Scottish Legal Services Ombudsman
Industry and Organization Ombudsman

 Double Glazing & Conservatory Ombudsman (DGOCOS)
 Estate Agent Ombudsman Service
 Financial Ombudsman Service
 Furniture Ombudsman-http://www.the furniture ombudsman.org.
 Removals Industry Ombudsman Scheme

162
3.4. Ombudsman System in New Zealand
The Office of the Ombudsman was established in New Zealand in 1962 under the
Parliamentary Commissioner (Ombudsman) Act 1962. The primary role of the
Ombudsman in New Zealand is to investigate complaints against government agencies. In
1983 the responsibilities were extended to include investigation of agencies that fail to
provide information requested in accordance with the Official Information Act. The
Ombudsman also has responsibility to protect whistleblowers and investigate the
administration of prisons and other places of detention. This is unique to the ombudsman
system. (Office of the Ombudsman, 2012).
The first ombudsman in New Zealand was Guy Powles who had a previous background as
a lawyer, soldier, administration and diplomat. He held the position of Ombudsman until
his retirement in 1977. At the time of his appointment, only three other countries had an
Ombudsman – Sweden, Finland and Denmark, Initially, the New Zealand Ombudsman was
limited to investigating complaints about central government department and organizations.
In 1968, his jurisdiction was extended to include education and hospital boards. In 1975,
the Ombudsman Act 1975 expanded the service and extended its reach to include local
government as well (Office of the Ombudsman, 2012).
In1983, the Office Information Act required government agencies to respond to requests for
information (known as OIA requests). The Ombudsman was given the task of investigating
complaints against Ministers of the Crown and central government agencies when
requested information was not supplied in a timely manner as required by the Act. In 1988
this power was extended to the review of decisions made by local government agencies as
well. In 2005 all crown entities were brought within the Ombudsman’s jurisdiction under
the Ombudsmen Act and Official Information Act.
Chief Ombudsman
New Zealand’s Chief Ombudsma (Nga Kaitiaki Mana Tangata in Maori) is appointed by
the Governor-General of New Zealand on recommendation of the House of Represent atives
to oversee investigation of complaints against government departments, and report, with
recommendations, to parliament.
163
Other roles
3.4.1. Protecting whistleblowers
The Ombudsman is one of a number of agencies responsible for protecting whistleblowers.

.These are employees who report serious wrongdoing in their workplace under the protected
Disclosures Act. which came into force in 2001. The Act applies to both public and private
sector workplaces.. ‘Serious wrongdoing’ include unlawful, corrupt or irregular use of
public money or resources ; conduct that poses a serious risk to public health, safety, the
environment or the maintenance of the law; any criminal offence; and gross negligence or
mismanagement by public officials
The Act status that employer cannot take legal or discipline proceeding against an employee
who makes a ‘protected disclosure, or bring their concerns to an appropriate authority.’ The
act also states that if an employer takes retaliatory action, the employee can initiate a
personal grievance case under the employment Relations Act. The human Rights Act may
also be available to anyone who is victimized as a result of protected disclosures.
Chief Ombudsman Dame Beverley Wakem says only 10 to 12 people a year ring her office
about the Act and even fewer have it to reveal information. She says the law could have
been used during the collapse of finance companies, and that she can’t understand why
nobody used the legislation to raise concerns about safety practices at the Pike River mine.
Preventing inhuman treatment

The Ombudsman is also part of “National Preventive Mechanisms” which administers The
Crime of Torture Act which establishes New Zealand’s international obligations under the
United Nations Optional Protocol to the Convention against Torture (OPCAT). OPCAT
was established to ensure a system of regular visits by independent international and
national bodies to prisons, police cells and mental health hospitals in order to prevent torture
and other cruel, inhuman or degrading treatment or punishment. Countries that have signed
up to OPCAT allow their performance to be monitored by the United Nations Subcommittee
on Prevention of Torture and Other Cruel, Information or Degrading Treatment or
Punishment (Office of the Ombudsman, 2012).
The Ombudsman appoints Prison Investigator to visit prison and other places of detection in
New Zealand and to conduct investigations after complaints. The Ombudsman also conducts
“own Motion investigations” to investigate significant and systemic issues (Office of the
Ombudsman, 2012)
164
3.5. Nigeria’s Public Complaints Commission
The Public Complaints Commission (PCC) is the Nigerian Ombudsman. It was established
by the Federal Government of Nigeria in 1975, through Decree No 31 of 1975, amended by
Decree no 21 of 1979. The Decree was entrenched in the 1979 constitution and is now
Cap.377 Laws of the Federation.
The functions and modus operandi of the PCC are well stated in the ACT. An act to
establish the Public Complaints Commission with wide powers to inquire into complaints
by members of the public concerning the administrative action of any public authority and
companies or their officials, and other matters ancillary thereto, was put in place in 16th
October 1975. The Act states the function of the commission as follows:
(1) There shall be established a commission to be known as the Public Complaints
Commission (in this Act referred to as “the Commission”) which shall consist of a Chief
Commissioner and such number of other Commissioners as the National Assembly may,
complaints commission Act (www.Pnacng.org laws of Nigeria / node 408.
(2) The commission may establish such number of branches of the commission in
the State of the Federation as the National Assembly may fro m time to time determine.
Appointment, tenure of office, etc., of Chief Commissioner and Commissioners

(1) The Chief Commissioner and other Commissioner shall be appointed by the National
Assembly and shall be persons of proven integrity and shall posses such other
qualifications as the National Assembly may determine.
(2) Subject to subsection (3) of his section, a commissioner shall hold office for a term
of three years in the first instance and shall be eligible for r-appointment for a second
term of three years and shall vacate his office at the expiration of a period of six
years.
(3) For the purpose of the application of the provisions of the Pensions Act in
accordance with subsection (2) of this section, any power exercisable thereunder by a
Minister or other authority of the government of the Federation, other that the power
to make regulations under section 23 thereof, is hereby vested in and shall be
exercised by the commission and not by any other persons or authority.
165
(4) Nothing in the foregoing provisions of his section shall prevent the appointment of a
person to any office in the Commission on terms which preclude the grant of a
person’s gratuity in respect of service in that office.
(5) It is hereby declared for the avoidance of doubt, that references in the sections to
persons employed in the commission do not include references to commissioners
5. Powers and duties of Commissioners

(1) All Commissioners shall be responsible to the National Assembly but the Chief
Commission shall be responsible for coordinating the work of all other commissioners.
[1979 No.21.]
(3) A Commissioner shall have power to investigate either on his own initiative or
following complaints lodged before him by any other administration action taken
by-
(a) Any department of ministry of the Federal or any State Government;
(b) Any Department of any local government authority (howsoever designated) set
up in any State in the Federation;
(c) Any company incorporated under or pursuant set up by any Government in

Nigeria;
(d) Any company incorporated under or pursuant to the Companies and Applied
Matters Act weather owned by any Government aforesaid or by private
individuals n Nigeria or otherwise however; or
(e) Any officer or servant of any of the aforementioned bodies
(3) For the Purpose of this Act-

(a) the Chief Commission may determine the manner by which complaints are to be
lodged;
(b) any Commissioner may decide in his absolute discretion whether, and if so, in
what manner, he should notify the public of his action or intended action in any
particular case;
(c)any Commissioner shall have access to all information necessary for the efficient
performance of his duties under this Act and for this purpose may visit and inspect
any premises belonging to any person or body mentioned in sub-section (2) of this
section;
166
(d) every Commission shall ensure that administrative action by any person or body
mentioned in subsection (2) will not result in the commitment of any act of injustice
against any citizen of Nigeria or any other person resident in Nigeria and for that
purpose he shall investigate with special care administrative acts which are or appear
to be-
(i) contrary to any law or regulation;
(ii) mistaken in law or arbitrary in the ascertainment of facts;
(iii)unreasonable, unfair, oppressive or inconsistent with the general functions of
administration organs;
(iv)improper in motivation or based on irrelevant considerations;
(v) unclear or inadequately explained; or
(vi) otherwise objectionable; and
(e) A Commissioner shall be competent to investigate administrative procedure of any
court of law in Nigeria.
(4) Where concurrent complaints are lodged with more than one Commissioner, the Chief
Commissioner shall decide which Commissioner shall deal with the matter and his
decision thereon shall be final.
(5) All Commissioners and all the staff of the Commission shall maintain secrecy in
respect of matters so designated by reason of source or content, so however that a
commissioner may, in any report made by him, disclose such matters as in his opinion
ought to be disclosed in order to establish grounds for his conclusions and
recommendations.
(6) In the exercise of the powers conferred upon a commissioner by this section, the
Commissioner shall not be subject to the direction or control of any other person or
authority.
(7)it shall be the duty of any body or person required by a Commissioner to furnish
information pursuant to subsection (3) (c) of this section to comply with such requirement
not later than thirty days from receipt thereof.
Restrictions
(1) A commissioner shall not investigate any matter-
(a) That is clearly outside his terms of reference;
(b) That is pending before the National Assembly, the council of State or the
President;
167
(c) That is pending before any court of law in Nigeria;
(d) Relating to anything done or purported to be done in respect of any member of the
armed forces in Nigeria or the Nigeria Police Force under the Armed Forced Act,
or the Police Act, as the case may be;
[Cap A20. Cap. P19.]

(e) In which the complainant has not, in the opinion of the commissioner, exhausted
all available legal or administration procedure;
(f) Relating to any act or thing done before 29 July 1975 or in respect of which the
complaint is lodged later than twelve months after the date of the act or thing done
from which the complaint arose;
(g) In which the complainant has no personal interest.
(2) For the purpose of paragraph, (b) of subsection (1) of this section, a notice signed by
the secretary the secretary to the Federal Government and addressed to t he
Commission, certifying that any matter is pending before any of the bodies mentioned
in that paragraph, shall be conclusive as to the pendency of the matter.
(3) In every case where a commissioner decides not to investigate a complaint he shall
state the reason there for.
Recommendation after investigation

(1) A Commissioner may recommend to the appropriate person or responsible
administrative agency after due investigation of any complaint, any of the
following steps, that is-
(a) That a further consideration of the matter be made;
(b) That a modification or cancelation of the offending administration or other act

be effected
(c) That an alteration of a regulation or ruling be effected;
(d) That full reasons behind a particular administrative or other act be given.
(2) Where appropriate, a Commissioner may refer cases, where he feels that existing
law or administrative regulations or procedures are inadequate, to the National
168
Assembly or the appropriate House of Assembly of a State or to any other
appropriate person or body.
(3) In every case where a Commissioner discovers that a crime may have been
committed by any person, he shall report his findings to the appropriate authority
or recommend that person be prosecuted.
(4) In every case where a Commission shall not be made public by any person is such
that disciplinary action against such a person be taken, he shall make a report in
that regard to the appropriate authority which shall take further actions as may be
necessary in the circumstances.
Offence and penalties there for

(1) Any complaint lodged before the Commission shall not be made public by any
person except a Commissioner and any person who contravenes the provisions
of this subsection shall be guilty of an offence and shall be liable on conviction
to a affine of N500 or imprisonment for a term of six months or to both such
fine and imprisonment.
(2) If any person required to furnish information under this Act fails to do so or in
purported compliance with such requirement to furnish information knowingly
or recklessly makes any statement which is false in a material particular, he
shall be guilty of an office and liable on conviction to a fine of N500 or
imprisonment for a term six months or to both such fine had imprisonment.
(3) Any person who willfully obstruct, interferes with, assaults or resists any
Commissioner or any other officer or servant of the Commission in the
execution of his duty under this Act or who aids, invites, induces or abets any
other person to obstruct interfere with, assault of resist any such Commissioner,
officer or servant, shall be guilty of an offence and liable on conviction to a
fine N500 or imprisonment for a term of six months or to both such fine and
imprisonment.
(4) Any person who in respect of any complaints lodged by him knowingly makes
to a Commission any statement, whether or not in writing, which is false in any
material particular, shall be guilty or an offence and shall on conviction be
sentenced to imprisonment for one year without the option of a fine.
169
Power to summon persons
(1) In the discharge of his function under this Act, a Commissioner shall have
power to summon in writing any person who in the opinion of the
Commissioner is in the position to testify on any matter before him, to give
evidence person who fail to appear when required to do so shall be guilty of
an offence under this Act.
(2) Any person guilty of an offence under this section shall on conviction be
liable to a fine of N500 or imprisonment for a term of six months or to both
such fine and imprisonment.
10. Immunity from legal process

(1) No Commissioner shall be liable to be sued in any court of law for any
act done or omitted to be done in the due exercise of his duties under or
pursuant to this Act.
[1979 No.21.]
(3) Any report, statement or other communication or record of any meeting,
investigation or proceedings which a Commissioner, officer or servant of
the Commission may make in the due exercise of his functions under this
Act, shall be Privileged in that its production may not be compelled in any
legal proceedings if the Attorney-General of the Federation certifies that
such production is not the public interest.
4.0. CONCLUSION
The ombudsman system has common and unique characteristics in all countries even
in nomenclature, there are similar but slightly different names. You are well aware that
in Nigeria, the ombudsman system is known as the public complaints system. This unit
is mainly informative.
5.0. SUMMARY
In this unit, you learnt about the ombudsman system in Sweden, Bangladesh, United
Kingdom, New Zealand and Nigeria. As you are already aware, the ombudsman
started in Sweden such as the Equality ombudsman, disability ombudsman and
ombudsman against discrimination on grounds of sexual orientation; among others.
170
In Bangladesh, the ombudsman is the classical one. The system has not been active for
a numbers of years and it has just established the office of the ombudsman in 2002. In
the United Kingdom, the post of the ombudsman is attached to the Westminster
Parliament. Its jurisdiction extents to all departments of the Central government and
other government institutions. Complaints to the Ombudsman are subject to “time-
bar”,. In New Zealand, the ombudsman is given that task of investigating complaints
against ministers of the Crown and Central government agencies. The ombudsman also
protects whistleblowers and those treated inhumanly. In Nigeria, the ombudsman is
known as the Public Complaints Commissioner. The Commissioner has the power to
investigate either on his own initiative or following complaints lodged before him by
any other person, any administrative action taken any government organization or
officers as well as administration procedures of any court of law in Nigeria, among
other functions
7.0 REFERENCES / FURTHER READING

Ahmed, Ali (1993). Ombudsman for Bangladesh Dhaka. Academic Publishers.
Federal Government of Nigeria(2013).Public complaints Act
www.placng.org/lawsof.nigeria/408
Anderson S.V. and Kent. M (1969). Ombudsman papers: American experience and proposals.
California. University of California.
Chapman, Brian( 1966) The Profession of Government, London: Urwin University Books
Chowdhury, Gysuddin A (1996) Ombudsman: An Instrument of Human Rights. The Daily

Star, April 22.
Constitution of the People's Republic of Bangladesh (1991), Dhaka : Government Printing
Charles L. Howard, The organizational Ombudsman: Origins, Role and Operations, a

legal guide, ABA, 2010.
.
Dragnish, Alex N and Rusmussen, 1982. J Major European Government, Home wood,
Illuiois: The Dorsey Press
Garner 1989. Administrative law, 7th edition. London: Butterworths.
Gellhorn, W. (1967). Ombudsman and others. Massachusetts. Harvard University Press.
Halim, M.D Abdul (1998) constitution, constitution law and politics: Bangladesh
perspective Dhaka.
Hossain M. A. (2013) Ombudsman for BangladeshTheory and Reality. Unpauli. U. org/

intradod group/ public documents/…… UPAN014483. pdf
171
Ibrahim al – Wahab (1979). The Swedish institution of Ombudsman. An institution of
human rights. Stockholm. Liberforlag
Islam, K.N. 1996. Theory and Practice – Adiscussion on Bangladesh, Journal of Administration
and Diplomacy. Vol. 4. No. 1:39-50.
Reif, L. C. (2004). The Ombudsman for children human rights protection and promotion.
the Ombudsman. Good Government and the International Human rights System.
Martinus: Nijhoff Publishers.
Rowe, M. (1995) Options, functions and skills – what an organizational ombudsperson

might want to know. In http://www.ombudsassoiation .org/resources/what-
ombuds. retrieved 7/4/2013.
Public Complaints Commission (2013) Ombudsman institution and public complaints

commission. Abuja Information Unit.
Park, S. (2008). Korean Preaching, Han, and Narrative. American University studies:
Series VII. Theology and Religion).
Pickl, V. (1987). Islamic Roots of Ombudsman system. The Ombudsman Journal
Wesley, M. (2004). The complete Ombuds a spectrum of resolution service CPER Journal
No 166 June
172

Bus 811 Diversity and Conflict Management Teacher - Co .Ke

Uploaded by

Copyright:

Available Formats

Bus 811 Diversity and Conflict Management Teacher - Co .Ke

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Bus 811 Diversity and Conflict Management Teacher - Co .Ke

Uploaded by

Copyright:

Available Formats

NATIONAL OPEN UNIVERSITY OF NIGERIA

SCHOOL OF MANAGEMENT SCIENCES

COURSE CODE: BUS 811

COURSE TITLE: DIVERSITY AND CONFLICT MANAGEMENT

Course Editor: Professor Chuks

MODULE 2: CONFLICT MANAGEMENT

MODULE 3 THIRD PARTY ALTERNATIVE DISPUTE RESOLUTION

MODULE 4 THE OMBUDSMAN SYSTEM

 You have difficulty with the self-tests or exercises.

assignment or with the grading of an assignment.

Module 1 Diversity Management

Unit 1 Concept of Diversity

Module 2: Conflict Management

Unit 1 The Nature of Conflict

Module 3 Third Party Alternative Dispute Resolution Methods

Unit 1 Mediation and Conciliation

Module 4 The Ombudsman System

Unit 1 The Ombudsman System

Unit 1 Concept of Diversity

UNIT 1 CONCEPT OF DIVERSITY

2.0. OBJECTIVES OF THE UNIT

3.0 MAIN CONTENT

3.3 Diversity Related Concepts

 Ableism - Discrimination against the physically or mentally disabled.

SELF ASSESSMENT EXERCISE

7.0. REFRENCES AND FUTHER READING

2.0. OBJECTIVES OF THE UNIT

3.0. MAIN CONTENT

Diversity needs to be considered in effective communication. This agrees with Walck

3.2.2 Equal Employment Opportunity and Affirmative action

3.3 Approaches to Managing Workplace Diversity

3.4 National approaches to managing diversity

3.5 Challenges to Diversity Management

4 TUTOR MARKED ASSIGNMENT

5 REFERENCES AND FURTHER READING

2.0. OBJECTIVES OF THE UNIT

Concept Primary Origin Associated perception

Race Inherent, Biological, Genetic – descent Permanent

Culture Behavioral expression Upbringing – learned Capable of being

Ethnicity/ Ethnic Multifaceted definite Socially constructed Negotiated especially

Sources: The University of Warwick (2001) modified.

Self assessment Exercise

3.2. Elements of Culture

Williams (1970), identify ten values of the U. S. A. culture are:

Schaefer (2008), identifies sanctions as an element of culture. Sanctions are penalties or

3.3. Cultural Diversity in Nigeria

3.3Cultural diversity in Nigeria

Cultures of the Guinea Savanna Region

Conflicts from ethnic/culture diversity in Nigeria

7 REFERENCES AND FURTHER READING

Jekanyinfa , A. A. (2002). Implications of competitive ethnicity in the process of nation

Schaefer, R.T.(2008) Sociology. New York. McGraw-Hill Incopr.

Sullivan Commission (2003) A report of the Sullivan Commission on diversity in the

Williams Jr, R. M (1970). American societies: a sociological interpretation. New York

Whorf, B. L. (1956). Language, Thought and Reality. New York. Wiley

3.0. MAIN CONTENT

3.1.1. Definition of Gender

3.2. Gender Diversity

3.2.4 Gender role