The business case for reducing complaints at work

Few organisations know how much conflict at work is costing them, and they continue to waste time and money unnecessarily due to poor measurement and management of their own conflict costs.

You need to know how well your organisation is managing its conflict; how good your conflict management capability is; whether you are getting the right return when you do spend on managing workplace conflict.  Identify the costs of conflict for your organisation and how they can be reduced, and you have your business case for investing in reducing complaints.

There are the hard costs – litigation, Employment Tribunals, spending on resolution professionals such as mediators, investigators, conciliators and negotiators. And there are the softer costs – reputational loss from high-profile disputes, time spent managing grievances and disciplinaries, reductions in individual and team productivity, sickness absence due to stress from bullying, increased staff turnover and so on.

To cut out wasted costs and maximise your return on investment you need to be able to Close, Manage and Prevent negative workplace conflict.

Most organisations spend far more on Close than they do on Manage and Prevent activities. Close activities where the highest financial and human costs of conflict are incurred. These costs are incurred when organisations do not have the resolution skills and infrastructure to nip conflict in the bud.

Our Conflict Profile™ will identify your organisation’s current costs of conflict. You will see how you match up to national averages for an organisation of your size and sector; and generate a report that takes a holistic approach to the conflict profile of your organisation.

Reducing those costs and creating a conflict-positive organisation should be the cornerstone of your business case for investing in preventing complaints.

The Conflict Profile tool

HR and ER managers use the tool to:

  • present the business case for dispute resolution investment
  • create benchmarks to demonstrate the RoI of new approaches to managing conflict
  • present the human impact of ER initiatives
  • scope the impact of current practices on the health of your employee relations
  • see how conflict may be impacting on other strategic HR drivers like employee engagement and talent retention

Find out more about the Conflict Profile

This summary paper explains the Conflict Profile process.