Addressing workplace conflict – insights from a recent Acas roundtable

The Advisory, Conciliation and Arbitration Service (Acas) recently hosted a roundtable with partners in Wales to explore the causes of workplace conflict and how organisations can respond more effectively. Several recurring themes emerged from the discussions.

Participants highlighted generational divides in attitudes towards work, rights and identity, and stressed the importance of strong people management skills for managers.

There was also a recognition that formal procedures often become the default approach, with managers feeling hesitant to handle issues informally.

Economic pressures and their effect on pay negotiations were also noted as a common trigger for conflict.

Supporting managers to manage conflict

The discussions made it clear that managers and leaders need both training and practical experience to handle conflict constructively. Training alone isn’t enough – managers also need time to practise the skills they have learned, especially when it comes to having productive conversations and negotiating effectively.

Key points highlighted during the roundtable included:

• Give managers time to learn and practise. Expecting instant expertise after training is unrealistic. They need opportunities to gain experience and then have the time to reflect on them and become more skilled.

• Empower managers. A strong, supportive relationship with HR helps managers feel confident to act appropriately and decisively.

• Lead by example. Senior leaders should be role models of the behaviours they expect from others.

• Address conflict early. Not all situations can be resolved informally, but recognising early warning signs and taking timely action can prevent escalation.

• Take a collaborative approach to resolving conflicts.

Tackle conflict early

Acas report that the earlier they get involved in resolving conflicts, the better.

While recognising that not all workplace conflict can be resolved at an early stage, Joanna Nunn, Interim Chief Conciliator at Acas said, “There are real long-term gains to be made shifting the mindset from adversarial positions and instead refocusing on dialogue and the possibility of positive outcomes for both parties. But this can only take place before positions become entrenched.”

Providing managers with clear guidance and training on handling conflict can help to resolve issues quickly, keeping teams focused and happy while reducing disruption.

See: https://www.acas.org.uk/building-partnerships-to-improve-workplace-relations