Getting under the skin of workplace conflict

Jonny Gifford@jonnygiff

In the last 12 months, have you had…

• an isolated dispute or incident of conflict

• an ongoing difficult relationship

…with your line manager, a direct report, an indirect report, a colleague in your team etc

Interpersonal conflict in the last year

Ongoing difficult relationships

Isolated clashes or disputes

38%

29% 28%

What do we count as ‘conflict’?

Lack of respect

Bullying, intimidation, harassment

Refusing to cooperate

Shouting & heated

arguments

Verbal abuse or insult

Physical abuse or threat

61%

4%

22%

27% 25%

22%

How does conflict impact?

Stress Motivation

Productivity Unworkable relns

Absence Change jobDiscipline Resign

Legal dispute Dismissal

2 in 5 cases

1 in 50 or less

1 in 20

1 in 7

Gender differences

Organisational differences

How do we respond to conflict?

Let it go…

37%

25%23%

26%

9% (formal procedure)

Anyone for mediation?

• 1.5% of employees experiencing conflict used mediation in the last year

• 13% say they would have benefitted from it• 46% of all employees believe mediation is effective• 29% of employers have used mediation in the last

year

The employer perspective…

Shift in power balance due to ET fees

Fees are ‘a substantial deterrent to bringing flaky claims.’‘We don’t exactly call the employee’s bluff, but if we believe there is no substance to their claim we let them decide whether to claim. We can always have a settlement discussion later.’

(Assistant HR director, healthcare)

An opportunity for ADR

‘I think the statutory changes are broadly positive, and the Government has achieved what it set out to do. People are more willing to think about their problem, enter into discussion and settle.’

(HR director, small IT company)

What methods have employers used in the last year? (%)

Mediation skills

‘We shall be doing mediation training … because it will give good core skills to my team. Mediation … is not appropriate in every situation, but we … want to explore what works.’

(HR director, global healthcare)

Specific L&D for line managers

‘The best way of helping to improve conflict management would be to develop bite-sized training for line managers with three key messages that could be put across in two hours.’

(assistant HR director, healthcare)

Some key points

• 2 in 5 UK employees experienced conflict in last year• Impacts on wellbeing, motivation, productivity• Micro organisations best environments • Best resolution if directly address (formal or informal)• Fertile ground for mediation but lack of access for

many• Upskilling mgrs seen as key way forward (mediation

the new coaching?)

@jonnygiff