Informal Conflict Management System Evaluation
APPENDIX A: Questionnaires and Interview Guides
ICMS REPRESENTATIVES
Good morning/afternoon/evening. My name is 
. I am calling
on behalf of X Company. We are conducting an evaluation of the Informal Conflict
Management System (ICMS) within the Department of Justice. As part
of this process, we are conducting interviews with representatives who have
been involved with the program. Do you have the time to answer several
questions? The information we collect from you will be held confidential
and will be reported only in summary form with the responses of other interviewed
representatives
CONTACT INFORMATION
Name
Position
Directorate or Unit
Phone Number
A. INVOLVEMENT WITH THE ICMS
- 1. What has been your involvement in the ICMS?
- Provided leadership and management
- Promoted the program to others (How have you done that)?
- Delivered training sessions (full day or two day sessions)
- Delivered awareness sessions (usually 1 to 2 hour sessions)
- Provided conflict management services to employees and managers
- Other ()
- 2. How long have
you been involved with the ICMS? Months
- 3. Approximately how many hours do you spend
on the ICMS in an average month?
Hours - 3a. On
what activities do you spend the majority of your time with regards to the
ICMS?
- 4. Was the ICMS implemented as planned?
- Yes
- No
- Don’t know
- 4a. (if no) How did implementation
vary from what was planned?
- 5. Were
there any implementation issues or challenges that made the delivery process
more difficult or less effective?
- Yes
- No
- Don’t know
- 5a. (if yes) Please explain:
B. PROGRESS MADE BY THE ICMS
- 1. What do you see as the major objectives
of the ICMS?
- 2. Based on your experience,
on a scale of 1 to 5, where 1 is not at all successful and 5 is very
successful, how successful do you think the ICMS has been in achieving
these objectives?
Not at all successful Somewhat Very successful 1 2 3 4 5 N/A
- 2a. Why is that?
- 3. More
specifically, on a scale of 1 to 5 where 1 is not at all successful, 3
is somewhat successful and 5 is very successful, how successful do you
think the ICMS has been to date in:
a. Developing relationships with key partners in the DOJ such as representatives of bargaining units, labour relations and the Professional Development Directorate?
Rating of Impact Not at all successful Somewhat Very successful 1 2 3 4 5 N/A What key steps have been taken to develop those relationships?
b. Encouraging those partners to take an active role in supporting and promoting the ICMS?
Rating of Impact Not at all successful Somewhat Very successful 1 2 3 4 5 N/A Please explain
c. Creating awareness of the program amongst employees?
Rating of Impact Not at all successful Somewhat Very successful 1 2 3 4 5 N/A What are the key steps through which awareness has been created?
Are there particular groups, segments or regions where awareness tends to be significantly higher or lower?
d. Increasing access of DOJ employees to conflict management services?
Rating of Impact Not at all successful Somewhat Very successful 1 2 3 4 5 N/A By whom and how are these services typically delivered?
Does the ICMS regularly refer clients to other resources? (if so) To which resources?
Over the past couple of years, has the demand for these services changed? If so, in what way?
How does the demand compare to capacity in terms of the level of services that can be delivered?
What are the plans going forward in terms of ensuring that conflict management services are available to all DOJ employees? In other words, how will the ICMS ensure that supply meets demand?
Is the level of demand consistent with what was expected when the program was developed?
e. Increasing the knowledge of employees with respect to alternative ways to manage conflict?
Rating of Impact Not at all successful Somewhat Very successful 1 2 3 4 5 N/A Do you see evidence that this knowledge is being applied? In what ways? What impacts have you seen?
f. Facilitating a shift towards a collaborative workplace culture that is more open to and effective in resolving conflict?
Rating of Impact Not at all successful Somewhat Very successful 1 2 3 4 5 N/A Do you see evidence that this knowledge is being applied? In what ways? What impacts have you seen?
-
4. What other impacts and effects (positive or negative) have resulted from the ICMS?
-
5. What do you see as some of the barriers and challenges that may have impacted the progress made to date?
-
6. What do you see as the key factors that will determine how successful the program is going forward?
-
7. On a scale of 1 to 5, where 1 is no further progress, 3 is some progress and 5 is significant progress, how much further progress do you anticipate the ICMS will achieve in facilitating a shift towards a collaborative workplace culture that is more open to and effective in resolving conflict?
No further progress Some progress Very significant progress 1 2 3 4 5 N/A
- 7a. Why is that?
C. NEED FOR THE PROGRAM AND RELATIONSHIP TO OTHER ALTERNATIVES
- 1. On a scale of 1 to 5, where
1 is no need at all, 3 is somewhat of a need, and 5 is a major need, how much
of a need do you think there is for the ICMS?
No need at all Somewhat Major need 1 2 3 4 5 N/A - 1a. Why is that?
- 1b. Does
the ICMS meet these needs?
- 2. Is the ICMS consistent
with the departmental priorities of the DOJ and the priorities of the Government
of Canada?
Departmental priorities of the DOJ:- Yes
- No
- Other
- Don’t
know
- Yes
- No
- Other
- Don’t know
- 2a. In what respects, if any, is the ICMS inconsistent
with the current priorities?
- 2b. Are there particular
documents or statements you recommend we review regarding departmental and/or
government-wide priorities relevant to the activities of the ICMS?
- 3. Apart from the ICMS, what other options, mechanisms, resources and services are available
to DOJ employees to help resolve conflicts?
- 3a. What
do you see as the advantages or disadvantages of the ICMS relative to these
other options?
- 3b. How did the development of the ICMS
change how other resources related to conflict management are used?
- 3c. (if any identified) In what manner and
to what extent does the ICMS complement or support these other options?
- 3d. In what respects is there overlap or duplication between the ICMS and these other options?
D. EFFECTIVENESS AND COST EFFECTIVENESS
- 1. Does the ICMS appear to be structured in such a way that it is likely to achieve its objectives?
- Yes
- No
- Don’t know
- 1a. Why is that?
- 2. On a scale of 1 to 5,
where 1 is not at all cost efficient, 3 is somewhat cost efficient, and 5
is very cost efficient, how cost efficient would you say the ICMS is?
No at all cost efficient Somewhat Very cost efficient 1 2 3 4 5 N/A - 2a. Why is that?
- 3. How could the cost efficiency
of the ICMS be improved?4. Is the allocation
of resources consistent with the program priorities (is the budget
being spent in the right area)?
- 4. Is the allocation of resources consistent with the program priorities (is the budget being spent in the right area)?
- 5. Is the overall budget
for this service appropriate?
- Yes
- No
- Don’t
know
- 5a. (if no) What changes would you make?
- 5b. (if the budget should be increased or decreased) In
what specific expenditures areas should the budget be
increased or decreased?
- 5c. What impact would this have on the
services?
- 6. What are the key characteristics
to making a service like the ICMS work well and cost effectively?
- 7. What recommendations do
you have to improve design and delivery of the services (e.g. to
better reach employees, enhance the role of partners in program delivery,
improve the effectiveness of training, enhance the services provided, better
coordinate activities with other resources, etc.)?
- 8. In your opinion,
are there alternative approaches, structures, delivery options or strategies
that may achieve the intended results more effectively or efficiently?
- 9. Do you have
any final comments or recommendations regarding the ICMS?
- 10. Do you have
any recommendations regarding specific representatives or organizations that
we should be sure to include as part of our interviews on the ICMS?
THANK YOU FOR YOUR PARTICIPATION
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