Conflict Avoidance and Dispute Resolution

Question 1

Who is FG’s complaints handling officer?

Answer 1

Sanjay Patel

Question 2

Difference between conflict management and conflict avoidance?

Answer 2

• Avoidance is not accepting the instruction
• Management is accepting instruction but putting in steps and protocols to manage the conflict (Such as information barriers).

Question 3

What must all conflicts be managed in accordance with?

Answer 3

RICS Professional Statement - Conflict of interest 2017

Question 4

Name 3 types of conflict

Answer 4

• A Party Conflict
• An Own Interest conflict
• A confidential information conflict

Question 5

What would you do if you identified a conflict but felt that this would not impact the integrity of the work or advice?

Answer 5

1. Transparency - Raise this with the client.
2. Informed Consent Form in writing.
3. Show steps on how to mitigate the conflict.

Question 6

What are the 4 steps to managing a conflict?

Answer 6

1. Conflict avoidance (Do not accept instruction)
2. Disclose conflict to client
3. Submit Informed consent form
4. Manage conflict

Question 7

Lost some information barriers to manage conflicts:

Answer 7

• Secure restricted files
• Clear desk policy
• Restricted access to areas of the office
• Different offices

Question 8

Who should you inform when you discover a COI?

Answer 8

• The client
• My line manager
• PII insurer

Question 9

What is the standard minimum procedure for the handling of a complaint?

Answer 9

1. In house Complaints handling procedure (CHP)
2. 3rd Party Resolution (ADR)
3. Consult RICS