Clear language key to resolving workplace conflict – Acas
The study reported that vague phrases used in workplaces, such as 'nipping it in the bud', could mislead or confuse people.
Research by the Social Agency for Acas found that clear language was key to resolving workplace conflict informally.
The study reported that vague phrases used in workplaces, such as ‘nipping it in the bud’, could mislead or confuse people.
In contrast, terms like ‘open and honest conversation’ and ‘facilitated discussion’ were seen as more neutral and helpful.
Kevin Rowan, director of dispute resolution at Acas, said: “Language matters when it comes to informal and early resolution.
“Some words like ‘dispute’ and ‘grievance’ provoke defensiveness and make people think the conversation is about conflict and sanction, rather than support or problem-solving.
“Conversations for informal resolution should be different from formal processes.
“Whereas formal investigations are about ascertaining facts, informal conversations should be about identifying concerns and differing points of view.”
The research looked at how informal resolution worked, how people felt about it, and how Acas could support its use.
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