Lloyds Banking Group implemented a holistic Issue Resolution approach to better handle workplace conflicts. They secured funding to introduce mediation training for consultants and incorporated mediation into their policies. While mediation was successful in resolving issues, changing culture was challenging. Over time, they evolved to take a more holistic approach where resolving issues starts locally with managers, developed intranet support for managers and employees in conflict, and introduced workshops and team-focused resolution. The new approach aims to improve how the organization handles conflicts.

1. INTERNAL USE ONLY
A HOLISTIC APPROACH TO WORKPLACE
CONFLICT
Sue Higson
April Nelson
1

2. ISSUE RESOLUTION
• About Lloyds Banking Group
• Why Issue Resolution?
• What did we do?
• What did we learn?
• How have we evolved?
• Questions
For internal use only 2

3. ABOUT LLOYDS BANKING GROUP
• Large, diverse multisite organisation
• Widespread line manager population with mixed skill levels
• Separate Grievance and Harassment policies
• Strategic Goal – To Be The Best Bank For Customers
• HR Shared Service model - HR Advice & Guidance
For internal use only 3

4. WHY ISSUE RESOLUTION?
Improve the colleague experience when faced
with conflict in the workplace
For internal use only 4

5. WHAT DID WE DO?
• Secured funding to introduce a Mediation Scheme
• Agreed who would become our mediators
• Appointed a mediation training provider to train
consultants
• Incorporated Mediation as an option in our policies
• Launched our Mediation Scheme – Mediate First
• Put in place CPD activities for mediators and supervision,
For internal use only 5

6. WHAT DID WE LEARN
• Mediation very successful in resolving issues
• Changing a culture is a challenge!
• A soft launch doesn’t help with the above..
• CPD and supervision of mediators is vital
• Third Party mediation isn’t enough in a large organisation
- resolving issues needs to start with managers.
For internal use only 6

7. HOW HAVE WE EVOLVED
• Mediation has become Issue Resolution
• Holistic approach to resolving issues
• Resolving issues starts with managers locally
• Developed an intranet site which supports both managers and
colleagues in conflict situations
• Developed a triage service – managers and colleagues can speak to
a mediator when a conflict issue arises for advice
• Developed an Issue Resolution workshop - available to all managers.
• Introduced Team Issue Resolution
For internal use only 7

8. Questions?
For internal use only 8