Preventing Workplace Grievances - Early Conflict Resolution, Difficult Conversations & Psychological Safety

Introduction

Most formal grievances do not begin as legal disputes. They emerge from unresolved interpersonal conflict, mismanaged conversations, perceived unfairness, or failures of communication. When managers lack confidence in addressing issues early, minor tensions can escalate into formal grievances, litigation risk, damaged morale, and loss of trust.

This virtual classroom seminar reframes grievance management as a preventative leadership and HR skill, focusing on early intervention, informal resolution, and the creation of psychologically safe working environments - without exposing organisations to additional legal risk.

Grounded in ACAS guidance, employment law principles, and organisational psychology, this session equips delegates to identify early warning signs, conduct difficult conversations skilfully, and resolve issues at the lowest appropriate level. It also clarifies when informal handling is suitable - and when the law requires a formal process.

Delegates will gain practical tools to reduce grievance volumes, improve working relationships, and protect organisations from constructive dismissal and tribunal claims arising from inaction or poor informal handling.

What You Will Learn

This live and interactive course will cover the following:

• Why most grievances arise from unmanaged conflict rather than legal issues
• The legal boundaries of informal resolution, including:
• ACAS guidance on informal grievance handling
• Risks under the Equality Act 2010
• Constructive dismissal under the Employment Rights Act 1996
• The implied duty of mutual trust and confidence
• Recognising early warning signs of workplace conflict:
• Disengagement, presenteeism, and repeated informal complaints
• Changes in tone, behaviour, and communication
• Psychological drivers of conflict escalation, including:
• Attribution error and assumption-making
• Emotional contagion in teams
• Psychological safety (Edmondson)
• Conflict avoidance vs conflict competence
• Deciding when informal resolution is appropriate - and when it is not
• Conducting difficult conversations with confidence and empathy:
• Language that de-escalates rather than inflames
• Active listening and validation without admitting liability
• Managing defensiveness and emotional reactions
• Using mediation techniques in the workplace:
• Interest-based negotiation
• Reframing and reality-testing
• Restoring working relationships
• Recording informal steps safely and consistently
• Knowing when and how to transition from informal to formal grievance processes

Recording of live sessions: Soon after the Learn Live session has taken place you will be able to go back and access the recording - should you wish to revisit the material discussed.