Nipping workplace concerns in the bud
Informal resolution is about resolving workplace concerns at an early stage (nipping them in the bud), through constructive, adult-to-adult conversation which enables people to move forwards without having to escalate to formal grievance procedures.
What are the benefits of informal resolution?
Whilst there is absolutely a place for formal grievance procedures, it is widely recognised that going through that procedure can sometimes polarise those involved, rather than bring them closer together. It can be a lose-lose situation.
Some of the benefits of informal resolution include:
• Quicker resolution of concerns than if there were to be an investigation, etc
• Less resource intensive than a formal procedure
• Seeks to protect relationships whereas the reality is that formal procedures can (albeit unintentionally) damage relationships
• Strengthens trust within the team as people see that they are listened to and their concerns are dealt with quickly and informally
• Better individual and team performance than if there was to be a formal procedure, which can often impact on staff morale, wellbeing, attendance and, ultimately, customer experience
• Possible to achieve the same or sometimes better outcome as a formal procedure in a way that hopefully impacts less on those involved
When might the need for informal resolution arise?
It’s inevitable that conflict will arise from time to time between colleagues, managers and teams.
Most workplace concerns that people raise are about the perceived behaviour of a colleague or manager, and these tend to lend themselves well to informal resolution. This can include, but is not limited to:
• overt rude or unkind behaviour
• micro-behaviours and attitude for example tone of voice, raised voice or rolling eyes
• being overtly critical of a colleague; and
• covert behaviours including for example gossiping, undermining and excluding individuals.
The first and most important step in resolving these concerns is to have a prompt, informal conversation with the person that is causing the concern, to try to find an outcome that is acceptable to both parties.
What role do managers play?
A manager’s role is crucial in making sure that concerns are addressed in the best possible way which has the least impact on their team and, ultimately, customer experience. When managers conduct informal conversations in a supportive and respectful manner it creates a better opportunity for change than a formal grievance procedure.
It’s important that, where managers are involved in or aware of an issue, they take steps to make sure that an informal conversation takes place promptly between those involved. When issues are left to fester, it becomes more difficult to resolve them informally which is when we start to see some of those negative effects on individuals, teams and, therefore, customer experience.
Informal resolution really is just about having a conversation. Its goal is to try to find an outcome that’s acceptable to those involved. I know it can feel daunting and uncertain in terms of how people might react, and we all worry about saying the wrong thing in case we unintentionally make things worse.
That’s why it’s important to have access to professional HR advice whatever the size of your business or charity. We’re on hand to help you in terms of preparing for and handling these challenging conversations, together with a vast range of other people-related issues. Our role isn’t just to know the law – the true value is in our experience and knowledge of human behaviours and motivations, so we really can help you get the best from your people now and in the future.
Article by Lorna Simpson, Director at Marches HR (www.marcheshr.co.uk)