Clear language key to resolving workplace conflict – Acas

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. 

Outcomes depended on early intervention, mutual trust, recognition of power dynamics, and a willingness to stop if informal resolution was not working.

The report found that lack of skill and confidence among managers was a barrier. 

Employers could help by giving managers time, training, and resources. 

Informal resolution worked best in organisations that supported it, such as by encouraging early dialogue and referencing informal routes in their policies.

Using clear and direct language helped set expectations and supported better communication. 

Vague phrases like ‘nipping it in the bud’ could downplay issues or cause confusion, but describing a situation as ‘an open and honest conversation’ was seen as more constructive.

Rowan added: “When the annual cost of workplace conflict to UK employers is estimated to stand at £28.5 billion, there is a strong argument for managing workplace disagreements better.

“When workplace issues escalate and become formal disciplinary or grievance processes, costs escalate significantly.

“Early resolution may not always work, but where it does, there are huge financial savings as well as emotional gains to be made.”