introducing the resolution framework

FACILITATE | APPRECIATE | INNOVATE | RESOLVE

INTRODUCING THE RESOLUTION

FRAMEWORK.

A NEW APPROACH FOR RESOLVING CONCERNS,

COMPLAINTS, AND CONFLICTS IN LOCAL GOVERNMENT

David Liddle, Chief Executive Officer, The TCM Group

www.ResolutionFramework.com

Explore the phases and

stages of integrating a

Resolution Framework™

Objective for this workshop


Putting resolution into a

transformational culture

context.

“A transformational culture is fair, just,

inclusive, sustainable, and high

performing. It offers a new cultural

paradigm, and a practical framework for

organizations who are committed to

putting their purpose, their people, and

their values first.

www.TransformationalCulture.com


The need for change.Time’s up for retributive justice


1. What are the causes

and the costs of

conflicts, concerns and

complaints?

2. How well does your

organisation managethese issue?

3. What would you like to

change?

• Draw from retributive justice (blame

and punish). They are inherently

adversarial; promoting

confrontation and a combative

mindset.

• Are reactive and reductive.-

win/lose, defend/attack and

right/wrong. This polarises the

parties causing issues to escalate

and become entrenched.

• They create and perpetuate a toxic

‘blame, grievance, entitlement or

litigation culture.’

TRADITIONAL DISCIPLINE,

GRIEVANCE AND PERFORMANCE

PROCEDRES


The total cost of conflict to the UK

economy is £28.5billion a year.

Formal HR procedures, including

grievances, disciplinary cases and

dismissals, costs businesses

£12.8bn annually.

Resignations costs £11.9 billion

Sickness absence costs £2.2 billion

Source: https://www.acas.org.uk/estimating-the-costs-of-workplace-conflict-report


From Grievance to ResolutionThe shift that could save your organisation £millions!

The TCM Resolution Framework offers

organisations a new approach for handling

discipline, performance and grievance and

issues.

Here are a few facts about the Resolution

Framework™:

• It is person centred, values based and

outcomes oriented.

• Key stakeholders work together to promote

resolution.

• It systematises the use of early resolution,

facilitated conversations, restorative justice

and mediation. These are proven to deliver

lasting and constructive outcomes to

complaints and concerns at work.

• It underpins the development of a

transformational culture.

• It is fully compliant with the Acas code,

employment and equality legislation, and

best practice guidance.

THE RESOLUTION

FRAMEWORK

The TCM Group206/207

Business Design Centre

IslingtonLondonN1 0QH

Early ResolutionEarly resolution is an opportunity for all parties to secure an outcome to a concern or a complaint through open

and constructive dialogue. This may be direct between the parties or the dialogue may be supported by a third

party. The Resolution Hub/Unit will support , monitor and evaluate the outcomes from early resolution.

Formal ResolutionFormal resolution is available for use in more serious

cases or where previous attempts at early resolution

have been unsuccessful.

MediationEarly

resolution meeting.

Appeal

Facilitated

conversation

/ restorative

conversation

Coaching or mentoring

Local Resolution. Attempts made to resolve issues as early and constructively as possible.Support and training is provided to encourage managers, union reps and colleagues to resolve issues as early as possible.

Formal resolution meeting (right to be

accompanied)

Investigation to establish facts. (may include

suspension)Team

facilitation

or team

building

Outcomes from early resolution may include: an agreed action plan and/or a first or second

reminder.

Outcomes from formal resolution may include:

refer for early resolution, develop an agreed

action plan, final reminder or dismissal.

Request for Resolution (RFR) Submitted to Resolution Unit.Resolution champion allocated. Route to resolution identified using agreed triage process (Resolution Index)

The TCM Resolution Framework™

© The TCM Group 2021


WHAT’S DIFFERENT? WHAT’S THE SAME?

• Triage process and the Resolution Index –objective and consistent decision making.

• Dialogue is given primacy.

• Emphasis on early resolution.

• Link to values and behaviours.

• Restorative rather than retributive justice.

• Use of reminders rather than warnings

• Hearings are replaced with resolution meetings.

• Resolution Champions

• Greater emphasis on mediation, coaching, facilitated and restorative conversations.

• HR, unions and managers work together to drive and sustain the outcome.

• Fully legal compliant at and compliant with Acas code.

• Ability to investigate and take remedial action in serious cases.

• Gross misconduct may still result in dismissal, with or without notice.

• Managers expected to take responsibility.

• Employees remain accountable for their actions

• Ability to suspend and dismiss in serious cases.

• Right to be accompanied to the formal resolution meetings.

• Procedurally robust.

• Right of appeal.


The Resolution Unit

THE RESOLUTION UNIT/HUB

The Resolution Unit is a multi-

disciplinary team who will support the

design, development, integration and

evaluation of your Resolution

Framework.

The Resolution Unit brings together

HR, managers, unions and employee

reps who work collaboratively to drive

a culture of co-operative and

constructive resolution of complaints,

concerns and conflicts at work.

1. It builds on your efforts to promote positive

and constructive behaviours and

relationships in the workplace.

2. It reduces the stress and the costs of

resolving issues.

3. It provides accountability and gives your

employees and managers a real voice in the

way that issues are resolved.

4. It reduces the amount of time HR

professionals and managers spend on

grievance or disciplinary case management.

5. It significantly reduces the risk of litigation

and reputational harm.

6. It will help you to resolve complex or

intractable disputes at an earlier stage –

nipping issues in the bud.

THE 6 KEY BENEFITS


Further reading…

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https://www.cipd.co.uk/Images/managing-conflict-in-the-workplace-1_tcm18-70655.pdf

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• Be innovative – there has never been a better time to for a new approach to conflict, complaints, and concerns resolution.

• Ensure your values are enshrined in your HR policies and your leadership competencies.

• The modern triumvirate (HR, unions, managers) working together to create a transformational culture.

• Train your managers and leaders to have quality conversations

• Join the Resolution Revolution - you’ll never look back!


In conclusion

FACILITATE | APPRECIATE | INNOVATE | RESOLVE

BUILDING THE BUSINESS CASE FOR

THE RESOLUTION FRAMEWORK.

A NEW APPROACH FOR RESOLVING CONCERNS,

COMPLAINTS, AND CONFLICTS IN LOCAL GOVERNMENT

David Liddle, Chief Executive Officer, The TCM Group and


Provide guidance to

support you to develop

your Resolution

business case.

Objective for this workshop

EVIDENCE BASED

The TCM Resolution Framework is

developed using an evidence-based

approach. It is underpinned by a firm

commitment to engage your key

stakeholders and to understand the costs

and the likely impact of developing a

Resolution Framework™


Gathering evidence of the need for change.

1. The cost of conflict to your organisation: human and financial

2. The impact on employee engagement and satisfaction

(employee experience)

3. Impact on wellbeing – stress and absence

4. Time taken by your managers to resolve issues

5. HR time spent on complaints, concerns and conflict resolution

6. Employee satisfaction with the traditional processes

7. Settlement agreements and pay offs

8. Employment tribunal costs

9. Reputational costs

The TCM Conflict Calculator™


•Exec team/SMT

•Unions or Works Council

•Human Resources

•Employee Relations

•Organisational

Development

•Employee diversity/equality

groups

• Internal Communications

•Employee Engagement

•Health, safety and wellbeing

•Occupational health

•ED&I

• Legal

•Bullying and harassment

contact officers

•Customer

experience/complaints

•Risk, compliance and

governance.

•Users of HR processes

• Internal audit

(whistleblowing)

•Data Analytics

An inclusive approach.


RESOLUTION FRAMEWORK BUSINESS CASE

TEMPLATE

1. Vision and objectives.

2. Current context.

3. Evidence of the need for change.

4. Benchmark data.

5. Key stakeholders.

6. Internal factors (policies and procedures etc)

7. External factors (customers, suppliers etc)

8. Project plan and key milestones (3-5 years)

9. Resource requirements

10. Your Resolution Partner – The TCM Group

11. Anticipated return on investment (ROI)


A practical guide to integrating a

Resolution Framework

1. Developing your business case and engaging

stakeholders.

2. Developing your Resolution Strategy.

3. Identifying, orienting and training the Resolution

Unit.

4. Development of the Resolution Index / Triage

processes.

5. Developing management capability.

6. Selection and training for resolution champions,

inhouse mediators, coaches, facilitators,

investigators and formal resolution chairs.

7. Measuring the return on investment and

expectation (ROI and ROE)

I am delighted that LAS has designed and

introduced this new Resolution Framework. As a

single, very up to date, integrated approach, we

aim to move our organisation from the more formal

processes contained within traditional grievance

and disciplinary policies to focus on Resolution that

supports our commitment to create a just and

learning culture. Our focus is directed on

negotiated round-table discussion and learning to

address our people issues.

I saw this as a real opportunity to positively change

and enhance our culture, across all areas of our

organisation. I am pleased to say that we have

clearly made progress, but we know that we cannot

be complacent. We need to continually reflect and

challenge ourselves to ensure everyone is treated

fairly and build a culture of openness and

transparency to ensure we are doing the right thing

by our people.

This Resolution Framework is a significant step to

building on that commitment and I hope

contributes to our ambition of becoming an

exemplar of good practice in this area.

Garrett Emmerson.

Chief Executive London Ambulance Service

The TCM Group

The Business Design Centre

Islington

LONDON

N1 0QH

020 7092 3186

www.thetcmgroup.com


About David Liddle and TCMBonus content

• BA (Hons) Race and Community Relations.

• Set up one of the first mediation and restorative justice

organisations in the UK.

• MBA with distinction – researched the impact of two

integrated conflict management systems.

• Set up The TCM Group in 2001. TCM’s brands include

• The Mediation Company (mediation, coaching,

facilitation)

• The Investigation Company (investigations, audits,

reviews)

• Engage Leadership (leadership and management

development)

• The Resolution Framework (putting people before

process)

• Transformational Culture (cultural change)

• The Institute of Organisational Dynamics (IOD).

• Award wining: Mediation Company of the year 2018 (Civil

Mediation Council) and HR consultancy of the year 2020

(Personnel Today)

• Author of highly acclaimed MANAGING CONFLICT. A

practical guide to resolution in the workplace (Kogan

Page/CIPD) in 2017

• Father to three kids and guardian to a snake, a gecko, several

chickens and a dog – Barney!

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The TCM GroupTCM was established in 2001. We are headquartered in

London with a global network of consultants.

Respected: We design and deliver resolution services, HR

transformation and OD programmes, investigations,

leadership and management development plus various

accredited courses.

Award winning: ‘Mediation Provider of the Year 2018’ at

the National Mediation Awards and ‘HR Consultancy of the

Year 2020’ at the Personnel Today Awards.

Trusted: We work in partnership with numerous

organisations to embed mediation, HR/OD, resolution and

leadership programmes.

Visionary: Launched The Resolution Framework™ at the

Law Society in May 2013.

Innovative: Created and apply the FAIR Model™ which

form our corporate values and the basis for our services.

Facilitate | Appreciate | Innovate | Resolve

Experienced: Trained and coached many thousands of HR,

union reps, managers and leaders to have better

conversations at work.

Memberships and accrediting bodies

Awards

The Transformational

Culture ModelA blueprint for a fair, just,

inclusive, sustainable and high-

performing organization.

TCM is available to provide the following services

and support to your organisation.

• Integrating your Resolution Framework including all training and

support.

• Professional mediation services and mediation skills training

including the National Certificate in Workplace Mediation™

• Professional investigation services and investigation skills training.

• Team facilitation, coaching and team building.

• Training. We provide a range of training programmes for local

authorities.

• Engage Leadership. Our unique leadership programme for

managers and leaders.

• Quality Conversations. Giving your managers the

confidence, competence and courage to manage a wide

range of challenging and difficult conversations.

Visit www.ResolutionFramework.com for more details

SUPPORT FROM TCM

http://www.resolutionframework.com/

We offer a comprehensive range of courses to support the integration of

your Resolution Framework™. Course brochures are available to download

form your Customer Zone. They include:

• The OCN accredited National Certificate in Workplace Mediation™ plus

a range of shorter mediation courses.

• Routes to Resolution™

• Confident Conversations™ and The Art of Dialogue™

• HR as coach and mediator™

• Practical or advanced investigation skills

• Engage Leadership™. TCM’s bespoke management and leadership

programme.

WORLD CLASS DESIGN, DELIVERY AND SUPPORT.

In summary, we offer the following:

• Detailed learning needs analysis and modification of course materials.

• An online delegate zone created for each delegate. This will be used to provide pre

course documents as well as course materials, handouts

• Course delivery by a fully accredited TCM Trainer (virtual or face to face delivery)

• Assessments, accreditation and certifications

• A course evaluation report to help you to measure the impact of the training one month

after the course concludes (Kirkpatrick level I)

• 3 years of aftercare and continuing professional development

• A customer review meeting to review the programme (Kirkpatrick level II)

• Refresher training for all delegates six-months after the course concludes. This can be

delivered onsite or via an online learning platform. (Kirkpatrick Levels II and IV)

• Lifetime aftercare and support for all delegates with TCM’s unique mediator helpline –

The Mediator Helpline™.

TRAINING


“I would like to thank TCM for enabling us to provide Mediation Training to our staff

in Powys Teaching Health Board. The content was extremely informative and

incredibly useful. Personally, I found it very educational and enjoyable, partly due to

the way the day was structured and partly due to the fact our trainer was a warm and

lovely person. I appreciate the trainer was flexible as we work in a busy environment

and often have to adjust our day depending on the unexpected priorities. I

appreciate we had an opportunity to do some practical exercises – this is exactly what

I have expected from the training. I believe the staff who attended the training will

utilise learnt skills in their day to day jobs and management of their teams. You have

done a wonderful job. I would be happy to recommend you to my NHS colleagues.”

Karolina Kobylnik, Workforce Strategy, Policy and Performance Manager at Powys

Teaching Health Board.

“TCM’s National Certificate in Workplace Mediation course is superb. There are so many

courses to choose from, and I found it hard to know which one to pick. I was very

impressed with the depth of information about how people behave in conflict and the

reasons behind this; and the range of different techniques, conflict models and approaches

that can be used to ensure that the process has the best chance of success. The course was

a great mixture of theory and putting things into practice. TCM’s mediation model is a really

good structure, and I left the course feeling equipped and keen to mediate. I thoroughly

enjoyed this course and found it very energising. I would 100% recommend it.

Jenny Elkeles, Corporate Governance Manager at the British Medical Association (BMA)

introducing the resolution framework

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