A ship captain doesn’t cross the Atlantic hoping they will not encounter bad weather. You expect it and prepare.
So why do organizations believe they won’t have conflict? I would argue that when they receive bad news, most bosses appear shocked that something could happen. They forget that is why they’re their in the first place—to solve problems.
Self-checkout might work 99% of the time, but businesses still need someone to solve problems. CEOs don’t take the same approach.
That’s why innovative organizations hire an ombudsmen. Someone with extensive domain knowledge who is present to solve problems as they arise. Sometimes through mediation. Newspapers (before they started cutting budgets) used to have an ombudsman to resolve journalism ethics issues and to promote accuracy and fairness.
Your organization may not support hiring an ombudsmen, but we need more than a suggestion box collecting dust. Perhaps you can choose yourself. If not, who is?