Take the grief out of grievance feb 2016

www.thetcmgroup.com © 2016
Taking the Grief
out of Grievance
Introducing the TCM Model Resolution Policy™
11th February 2016
David Liddle, Chief Executive
Bola Oginni,Senior Resolution Consultant
#resolutionredefined

• David Liddle and Bola Oginni.
• Duration – 45 mins.
• Recorded and transcribed
• Polls and questions.
• Free copy of TCM Model
Resolution Policy for all attendees.
• Enjoy!
Welcome to the webinar

TCM empowers people and organisations to adopt new
approaches to dispute and complaints resolution;
workplace relations; human resources and leadership
development. Our emphasis is on protecting
relationships whilst securing lasting and sustainable
outcomes.
We work in partnership with our customers to develop
the core values, systems, processes and behaviours which
encourage co-operative problem solving, open dialogue
and stakeholder engagement.
We develop and apply insightful teaching and consultancy
methods which are accessible to all. We are inspired by
approaches such as positive psychology, principled
negotiation and emotional intelligence as we believe that
the positive and constructive resolution of business
challenges is more effective than the traditional,
adversarial and often divisive approaches that currently
exist.

• Why are more and more organisations
removing their grievance procedures in favour
of a Resolution Policy?
• How are organisations integrating a culture of
constructive resolution within HR, ER and IR
processes.
• How are organisations demonstrating the need
for mediation across their organisations?
• What role do managers, leaders, unions and HR
play in resolution processes?
Challenges that we will address today:

Who do you think you are?

The
spiral
of
conflict

Grievance Resolution
Formal, adversarial,
judgement, blame,
punitive, defensive,
draconian, rights
based, combative,
divisive, win-lose,
sanction, argument.
Informal, safe, talk,
listen, empathy,
dialogue, resolve, non
adversarial,
collaborative, interests
based, openness,
values, consensus,
mediate, win-win.

1. Uncertainty – loss of
control.
2. Fear – loss of safety
3. Suspicion – loss of trust.
4. Stress – loss of control
5. Cliques – loss of power.
6. Disengagement –loss of a
future.
7. Rumours/gossip – loss of
voice.
When grievances go
wrong. The 7 deadly sins

The end result…
1. Managers are confused about
their role.
2. They lack the confidence, courage
and competence to deal with
difficult situations.
3. HR unable to function effectively.
4. A reactive culture prevails.
5. Increasingly levels of
dissatisfaction, attrition, litigation,
unhappiness and discord.
6. Spiralling costs £0,000s

POLL:
Is your grievance procedure effective at resolving disputes?

1. Does conflict management feature as a strategic priority within our
business?
2. What is the real cost of conflict to our business and our employees?
3. How many days do we lose to sickness?
4. How many grievances do we get each year and how much do they cost
us?
5. How much do we spend on settlement agreements, Tribunals,
compensation and legal fees?
6. What impact does conflict have on our employee
engagement/satisfaction levels?
7. How much management time is spent dealing with conflicts and
disputes?
8. Is workplace conflict impacting on our customer experience?
9. Do we train our managers and leaders to spot issues and nip them in
the bud?
Are you Resolution Ready? ™

Any Questions?

What is
different about
the TCM Model
Resolution
Policy?

The TCM
Model
Resolution
Policy and
toolkits.
#Resolutionredefined
Resolution policy:
• A new approach to grievance and complaints resolution
• Values based and person centred
• Enhanced triage of cases and opportunities for
facilitated conversations
• Emphasis on mediation and early resolution
• Mediation remains voluntary
• Compliant with the Acas code – representation and
appeal.
Toolkits:
• Resolution support for HR
• Resolution support for managers
• Resolution support for employees

“It promotes and encourages
positive relationships and
constructive dialogue. It’s about
leaders and managers walking the
talk.”

The TCM Model Resolution draws on
5 core values:
1. Fairness
2. Mutual respect
3. Empathy
4. Dignity
5. Dialogue

The structure
and content of
TCM Model
Resolution Policy

IssueraisedandResolutionAssessment
(triage)bymanagerorHR.
Early Resolution
Formal
Resolution
Resolution meeting
with the employee;
coaching or
mediation by a line
manager.
Internal or external
mediation by a PMA
accredited mediator.
Formal investigation
to establish facts.
Formal resolution
meeting with right to
representation
Appeal

Employees and their
representatives
• Raise issues early .
• Expect to engage in dialogue
with other party.
• Engage in early evaluation of the
dispute and expect to be treated
with compassion.
• Mediation offered in all cases.
• Right to request a formal
resolution meeting with right to
representation.
Human Resources
• Provide an early
assessment/triage function of
disputes.
• Provide a coaching and
mentoring service for managers.
• Co-ordinate and organise a
workplace mediation scheme.
• Support informal and formal
resolution meetings.
• Evaluate and review impact of
resolution policy.
Managers and leaders
• Engage in resolution skills
training.
• Possess and be appraised
against leadership
competencies.
• Foster a culture of constructive
engagement and resolution
within teams.
• Facilitate dialogue and resolve
issues.
• Walk the talk.

Possible
resolution
approaches
• Neutral evaluation/resolution assessment
• Facilitated conversation from HR
• Mediation
• Team building or development
• Coaching
• Resolution meeting (formerly informal
resolution)
• Investigation
• Formal Resolution Meeting (with right to
representation.)
• Appeal (with right to representation)

What is
Mediation?
“Mediation is a non-adversarial way of resolving
difficult situations. Mediation is a mind-set, a
framework and a set of skills.
The mediator is neutral. They help the two or more
parties have an open and honest discussion to identify
a mutually acceptable outcome. A win/win outcome.
Mediation is about collaborating rather than blaming.
Any agreement in mediation comes directly from the
parties, not from the mediator. The mediator is not
there to judge, or to tell those involved in the
mediation what they should do. Mediation is both
voluntary and confidential” Liddle, David 2015

The benefits of mediation (ROI)
Financial Human
Management and HR time Productivity
Levels of grievances and
complaints
Good will and team work
Investigations and
determinations
Managerial confidence and
leadership
Legal costs Employee engagement
Absence due to stress Employee wellbeing
Attrition Team performance/cohesion

POLL:
Would you consider developing a model resolution policy for
your organisation?

1. Professional mediation
services.
2. Setting up mediation schemes
like Royal Mail and NHCT.
3. Accredited mediator training.
4. Conflict audits and
diagnostics.
5. Management and leadership
training.
How can TCM help?

Thank you for listening
and participating
david.liddle@thetcmgroup.com
www.thetcmgroup.com

Take the grief out of grievance feb 2016

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