Policy in the workplace: why it is crucial to get it right

Recent research from the CIPD, published in the report "How employers are tackling bullying and harassment at work", has highlighted a critical issue: only one-third of employees who experienced a conflict at work in the past year felt that it was effectively resolved. This suggests a critical need for better conflict management strategies. A gap in conflict resolution can have far-reaching consequences on employee morale, productivity and overall workplace culture. It is important to consider, therefore, how employers can foster a more inclusive and respectful work culture.

Why effective policies matter

The starting point for every organisation with employees is to have clear and comprehensive policies providing a roadmap for both employees and managers when conflicts arise. Without these policies, even minor disagreements can escalate into larger issues, harming relationships and the organisational culture. Policies related to harassment, bullying and discrimination are particularly crucial, as these issues can severely impact an individual's wellbeing and have major repercussions for a business.

A robust policy sets expectations for behaviour and provides employees with clear steps to take when they feel something is amiss. For example, a well-designed sexual harassment policy should not only define unacceptable behaviour but also clearly explain reporting channels, confidentiality measures and protection against retaliation. When employees understand their rights and the process is transparent, they are more likely to come forward and trust the system, which increases the chances of timely and effective conflict resolution.

The role of HR and managers

HR and line managers are central to effective conflict resolution. According to the CIPD report, most employers believe line managers can resolve conflicts effectively (75%) and early (78%). However, this confidence is tempered by the fact that nearly half (49%) acknowledge that managers themselves can be a source of conflict.

It is clear that managers and HR professionals play a vital role in designing and implementing conflict resolution policies. Providing training in conflict management, active listening and mediation can significantly improve outcomes. Clear guidance, such as when to escalate issues to HR or suggest mediation, helps to ensure conflicts are managed consistently and fairly.

Psychological safety and workplace culture

Psychological safety is an important factor. Employees should feel safe to speak up without fear of being marginalised or retaliated against. When employees know that their concerns will be handled fairly, it creates an atmosphere of trust. Employees should have someone to speak with informally as soon as issues arise. This would allow many conflicts to be addressed before they escalate and become a bigger issue.

Mediation as a tool for conflict resolution

Mediation allows employees to discuss issues in a neutral setting with the aim of reaching a mutually agreeable solution. An independent mediator, such as professional mediators or trained HR personnel, can guide parties towards mutually beneficial solutions. The advantages of mediation include finding solutions that are acceptable to both parties, flexibility, clearer communication and allowing parties a greater say in what is finally agreed.

When employees know there is a clear path to resolution and that their concerns will be handled fairly, trust and openness improve. Organisations that invest in developing clear policies, along with training and mediation services, are better equipped to resolve conflicts efficiently, maintain a respectful work environment and minimise the disruption that conflict causes.