The Advisory, Conciliation and Arbitration Service (Acas) recently hosted a roundtable with partners in Wales to examine the causes of workplace conflict and identify ways organisations can respond more effectively. Several recurring themes emerged during the discussions.

Participants highlighted generational differences in attitudes towards work, rights, and identity, emphasising the importance of strong people management skills for managers.

The discussions also noted that formal procedures often become the default response, with managers sometimes reluctant to address issues informally. Economic pressures, particularly their impact on pay negotiations, were cited as a common trigger for workplace disputes.

Supporting Managers to Handle Conflict

The roundtable made it clear that managers and leaders need both training and practical experience to manage conflict constructively. Training alone is not sufficient – managers also need time to apply and practise the skills they have learned, particularly in conducting productive conversations and negotiating effectively.

Key points from the discussions included:

  • Give managers time to learn and practise. Expecting immediate expertise after training is unrealistic. Managers require opportunities to gain experience and reflect on it to develop their skills.

  • Empower managers. Strong, supportive relationships with HR help managers act confidently and make appropriate decisions.

  • Lead by example. Senior leaders should model the behaviours they expect from their teams.

  • Address conflict early. While not all situations can be resolved informally, recognising early warning signs and taking timely action can prevent escalation.

  • Adopt a collaborative approach. Involving all parties and focusing on constructive dialogue helps achieve positive outcomes.

Tackle Conflict Early

Acas emphasises that early involvement in resolving disputes tends to produce the best results. Joanna Nunn, Interim Chief Conciliator at Acas, explained: “There are real long-term gains to be made shifting the mindset from adversarial positions and instead refocusing on dialogue and the possibility of positive outcomes for both parties. But this can only take place before positions become entrenched.”

Providing managers with clear guidance and practical training on handling conflict can help resolve issues more quickly, keeping teams engaged and productive while reducing disruption in the workplace.