take the grief out of grievance feb 2016

www.thetcmgroup.com © 2016

Taking the Grief out of GrievanceIntroducing the TCM Model Resolution Policy™

11th February 2016David 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:


I win - you lose I'm right - you’re wrong

Don’t blame me

It’s all your fault

You are a bully!I don’t trust you

Who do you think you are? I’ll see you in court


The spiral

of conflict


Grievance ResolutionFormal, 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. Fairness2. Mutual respect3. Empathy4. Dignity5. Dialogue


The structure and content of

TCM Model Resolution Policy


Issu

e ra

ised

and

Reso

lutio

n As

sess

men

t (t

riage

) by

man

ager

or H

R. 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.


Possibleresolution 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?


Any Questions?


Thank you for listening and participating

[email protected]

take the grief out of grievance feb 2016

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