Conflict Management for the Needs of Public Service. Guidebook and Methodology Recommendations

This publication contains theoretical background about conflicts and their management, analysis of the specificities of conflicts in the public service taking into account the results of sociological research on perception, attitude to conflicts and ways of  managing conflicts in Ukrainian realities. An important component of this publication is an overview of best practices in conflict management in public service of other countries, as well as key approaches and regulatory framework for conflict resolution in accordance with the current Ukrainian legislation. The guidebook ends with two chapters with practical recommendations and tools for conflict management, in particular for implementation of an intervention with a view to its constructive completion, as well as for establishing of a conflict management system. All recommendations are based on the authors' practical experience and adaptation of international best practices. This publication was developed and published by the OSCE Project Co-ordinator in Ukraine in co-operation with the National Agency of Ukraine for Civil Service in the framework of the project “Enhancing Dialogue Capacity for Reforms Implementation” in 2021.

Available in Ukrainian.