We are here to listen: the First Contact Points
Not everything always runs smoothly in a team. Where people work together, tensions can arise — due to misunderstandings, overload, lack of appreciation, or power imbalances. Some problems may seem too small for employees to approach the gender equality officer or the staff council. In fact, the AGG (General Equal Treatment Act) complaints office is only responsible for cases involving violations of the discrimination prohibition under the AGG, such as if employees feel discriminated against due to their religion or age.
To offer easily approachable points of contact for various workplace conflicts, 17 employees at our research center are designated as “First Contact Points” (FCPs). Appointed by the directorate, they can be contacted by any colleague at any time — ideally, as the FCPs advise, before a situation escalates.
The First Contact Points work confidentially, meaning they do not share information from their conversations and consultations with others. They provide a listening ear and offer help and guidance at an early stage. They can also support employees in taking action themselves, and provide guidance on where to find further advice and professional services.
We spoke with four of these contacts to get a sense of what motivates them and how they can help.
“We want to change stressful situations”
Dr. Christiane Nolte is MDC's Women representative since 2010.
Dr. Christiane Nolte, Gender Equality Office: “When there was an allegation of sexual harassment at the Max Delbrück Center toward the end of 2018, we saw that we needed to better inform our employees about which behaviors were unacceptable in everyday interactions. We also wanted to provide better support for potential victims in the event of conflicts. So, we set up a task force to work on how we, as a center, wanted to handle any similar cases in the future. Employees from all areas of the institute collaborated to create a set of guidelines. This document defines what constitutes harassment, bullying, and discrimination, outlines the responsibilities of the center's management, and also of each individual, and provides guidance on how to deal with conflict situations.
Alongside this, the First Contact Points were established as a low-threshold service: We are the first point of contact for potential conflicts in the workplace.
Many of those affected hesitate to seek help because they think: “If I come forward, nothing will happen. And I might suffer harm, like my contract not being extended.” Everything discussed with us is treated as strictly confidential. We want to encourage people to consider what can be done to change a stressful situation. An external perspective, from an independent party, can help develop ideas about how a conflict might be resolved.
Abuse of power is not uncommon in science due to the inherent power imbalances: Anyone pursuing a doctorate is dependent on the head of their research group. I personally did not have negative experiences as a PhD student, but I have witnessed situations where people were put under excessive pressure. In the past, such incidents were tolerated. But that is no longer the case today — thankfully.”
“It's often about appreciation”
Ulrike Ohnesorge
Ulrike Ohnesorge, Legal Advisor: “Since 2020, we have been there for any kind of conflict in the workplace. Often, it's about communication style: A colleague behaves in an arrogant or disrespectful way, someone feels excluded and bullied. Sometimes it involves conflicts with supervisors, for example, when an employee feels unappreciated for their work. Excessive workload and the resulting pressure are also a common issues.
What we want to encourage is: Come and see us! In our experience, talking about a problem in a safe space is very helpful. These conversations are treated with strict confidentiality, and any further steps are taken only with the consent of the affected person.
I have undergone extensive training as a conflict consultant, and all First Contact Points receive regular training. We offer to accompany those affected during a meeting with their supervisor and moderate the conversation. Alternatively, we can organize external moderation if the conflict involves an entire work group.
I hope that employees feel better supported knowing that the First Contact Points are there for them and that this enhances their sense of belonging. When I have spoken with someone and helped resolve a conflict, I am happy. As a lawyer, I often feel the urge to immediately provide a solution after hearing a problem. But conflict counseling works differently. We empower those affected to find their own way forward.”
“Sometimes all it takes is a thoughtful prompt”
Victoria Malchin
Victoria Malchin, Building Manager: “I've been at the Max Delbrück Center for 18 years and know what it’s like to work in both science and administration. Conflicts arise in the lab, and this is often experienced as abuse of power or bullying. Others don’t feel well-supported by their supervisors. Interactions can be harsh and inappropriate. PhD students often think that they just have to put up with it. I find that very sad! Even if you only work in a team for a short time, you should have the opportunity to stand up for yourself. Everyone should feel comfortable at work. Offering quick and uncomplicated help is my goal as a First Contact Point.
We do nothing without the consent of the affected person, and all information is treated as strictly confidential. First, we assess the conflict: How far has it escalated? During our conversation, we offer prompts and suggestions on how to handle the situation. Often, that's enough: for example, keeping a record of incidents to have something to reference.
If desired, we can also speak with the supervisor, such as the work group leader, or offer mediation. Additionally, we cooperate with the psychosocial counseling services of the Charité. Employees can take advantage of this service. After all, health and well-being often suffer when there are problems at work.”
“The sooner you seek advice, the better”
Ingo Kahl
Ingo Kahl, former Chair of the Staff Council, current Head of Internal Audit: “Issues like bullying and abuse of power are close to my heart. I am someone who tries to understand why people act in a certain way, and I like to play a mediating role. As a foundation for working in this capacity, I completed training as a workplace fairness and conflict consultant.
The conflicts that people come to me with are often communication issues. Sometimes, it helps just to talk with someone to identify misunderstandings. In a later step, I offer to speak with the other party in the conflict and suggest a joint discussion. However, this only happens with the consent of the affected person. Sometimes the other party is surprised because they didn’t even notice the conflict. Other times, they are grateful that the conflict is finally being addressed. The sooner you approach a First Contact Point and seek advice, the better. The longer you wait, the more entrenched the conflict often gets, and it becomes more difficult to find win-win solutions.
I see this offering of First Contact Points as a way the Max Delbrück Center shows appreciation and respect toward its employees. The message is: We see you as a whole person, and we support you. Likewise, this also prevents reputational damage to the institution. If a conflict — such as sexual harassment or other issues — escalates, it can cause a significant image problem. But above all, it's about ensuring that people can work here happily and productively. It is also clear, however, that there are conflicts for which no win-win solutions can be found.”
Minutes: Wiebke Peters
