Start by understanding the concern
Workplace conflict can involve communication, workload, behaviour or an employee’s treatment. Arrange a private conversation, listen without deciding the outcome in advance and ask what happened and what resolution the person wants. Consider immediate safety or wellbeing needs.
Separate a complaint raised by an employee from a concern about their conduct or performance. These may need different procedures, even when they involve the same people.
When is informal resolution appropriate?
For a misunderstanding or an everyday disagreement, a conversation may help clarify expectations and agree changes. Record the concern, actions, responsibilities and a date to check progress. Do not dismiss a complaint because it was raised verbally.
Serious allegations, including harassment, may need a formal process immediately. Do not make informal discussion a condition of accepting a formal grievance. Acas explains how to respond to a problem raised by a worker.
Handling a formal grievance or disciplinary matter
Follow your relevant procedure and the Acas Code of Practice. The Code is a minimum standard for handling these cases; a fair process matters as much as the eventual decision.
- Clarify the complaint or allegation and appoint an appropriate person to investigate.
- Gather relevant evidence fairly, including the employee’s account.
- Explain the process, arrange the appropriate meeting and respect applicable rights to be accompanied.
- Consider the evidence before deciding; communicate the outcome and reasons in writing.
- Provide an appeal route and follow up on agreed actions.
Can mediation help?
An impartial mediator can help people agree how to work together. Both sides must agree to take part. Mediation can support relationships, but it should not replace an investigation or decision that the employer needs to make.
Acas sets out the options in its workplace mediation guidance.
A common mistake: deciding before investigating
Do not promise a particular outcome or treat an allegation as established fact. Keep an open mind, separate the evidence from assumptions and make sure the people involved can give their account. Where practicable, use different people for a misconduct investigation and disciplinary hearing.
When to get HR support
Seek advice early where there is a discrimination concern, a possible dismissal, conflicting accounts or a manager involved in the complaint. Adept HR can help plan the process, prepare communications and support managers through difficult conversations.