Ditch vague language to resolve workplace conflicts
Using clear language helps create a trusting environment and avoids unnecessary escalation of issues.
Replacing vague phrases with clearer language is essential to informally resolving workplace conflicts, according to new research.
The research, carried out by The Social Agency for Acas, found that some language used in workplaces was misleading.
Phrases such as “nipping it in the bud” are vague and confusing, it said, while phrases such as “open and honest conversation” and “facilitated discussion” avoided the language of conflict and described resolution neutrally.
The research said that using clear language helped to create a trusting environment, enable constructive dialogue by helping people express their feelings and avoided unnecessary escalation of issues.
Kevin Rowan, Acas Director of Dispute Resolution, 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 aimed to define informal resolution, examine the processes that underpin it, explore the views of those involved and identify how Acas can support people effectively to use informal resolution.
The study highlighted the value of using informal resolution where appropriate as a potentially less stressful, more efficient way of managing conflict, preserving relationships and maintaining a positive working environment.
“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,” said Rowan.
“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.”