Tag: ACAS

New Acas survey on the Employment Rights Act reveals that sick pay changes will have biggest impact on employers in Scotland

More than half (53%) of Scottish employers say changes to statutory sick pay will have a significant impact on their business, according to a new survey.

Workplace expert, Acas, commissioned YouGov to ask which changes in the Employment Rights Act 2025 will have the biggest impact on bosses in Scotland

New rights on sick pay topped the polls, with Scottish employers ranking new rules around unfair dismissal and flexible working second.

The valuable insights gained from the results will help Acas target its support for workers and bosses where they need it the most.

Niall Mackenzie, Acas Chief Executive, said: “The Employment Rights Act is a major shake-up in employment law and will impact businesses and workers in Scotland.

“It’s crucial that both employer and employees get to grips with the new rules, and Acas remains best placed as independent experts helping everyone at work throughout this period of change.

“Acas will be working with employers, workers and their representatives on the implementation of the Employment Rights Act and we will be updating our advice and training.”

The survey results revealed that:

        More than half of Scottish employers (53%) said that workers getting sick pay for the first day of illness rather than the fourth day would have the biggest impact on them.

        Employers also said flexible working rules (19%) and new protections around unfair dismissal (39%) would likely have an impact.

New rules, brought in by the Employment Rights Act, regarding paternity leave and sick pay will come into force on 6th April 2026.

From 6 April, employees will be eligible for paternity leave from the first day of employment. Currently employees must have worked for their employer for 26 weeks before they are eligible.

From 1 January 2027, employees will be protected from unfair dismissal if they have worked for their employer for at least six months. Currently an employee must have two years continuous service to be able to claim unfair dismissal.

A dismissal may be considered unfair by law if there was no fair reason for the dismissal; the reason was not enough to justify dismissing them; or the employer did not follow a fair procedure.

In 2027 new measures will come into force intended to improve access to flexible working.

Flexible working can involve a change to when, where or how someone works. Employers and employees should follow the Acas Code of Practice on flexible working when handling a request.

Acas has an online roadmap of when all the new expected law changes in the Employment Rights Act are likely to come into effect, which includes webinars and training: Employment Rights Act 2025 – Acas

Acas survey on the Employment Rights Act reveals that sick pay changes will have biggest impact at work

Workplace expert, Acas, commissioned YouGov to ask which changes in the Employment Rights Act 2025 will have the biggest impact on bosses and workers.

New rights on sick pay topped the polls for both, followed by new protections on unfair dismissals. Employers ranked new paternity leave rights as their third biggest while workers opted for the new changes on flexible working.

The valuable insights gained from the results will help Acas target its support for workers and bosses where they need it the most.

Niall Mackenzie, Acas Chief Executive, said: “It is clear from our polls that new worker rights on sick pay and protections from being unfairly dismissed from work are at the forefront in the minds of employers and workers.

“Acas will play a crucial role working with employers, workers and their representatives on the implementation of the Employment Rights Act and updating its advice and training.

“These reforms represent the biggest shake-up to employment law in a generation. Acas remain best placed as independent experts helping everyone at work throughout this period of change.”

The survey results revealed that:

  • 43% of employers said that workers getting sick pay for the first day of illness rather than the fourth day would have the biggest impact on them and 36% of workers also listed it as their biggest impact too.
  • Workers being protected from unfair dismissal after six months in a job instead of two years was the second most-commonly chosen reform with 31% of employers and 30% of employees selecting this.
  • For employers, rights for paternity leave from the first day of employment was their third-most important reform (28%), while workers said making it easier to get flexible working arrangements at work (28%) was theirs.

New rules, brought in by the Employment Rights Act, regarding paternity leave and sick pay will come into force on 6th April 2026.

From 6 April, employees will be eligible for paternity leave from the first day of employment. Currently employees must have worked for their employer for 26 weeks before they are eligible.

From 1 January 2027, employees will be protected from unfair dismissal if they have worked for their employer for at least six months. Currently an employee must have two years continuous service to be able to claim unfair dismissal.

A dismissal may be considered unfair by law if there was no fair reason for the dismissal; the reason was not enough to justify dismissing them; or the employer did not follow a fair procedure.

In 2027 new measures will come into force intended to improve access to flexible working.

Flexible working can involve a change to when, where or how someone works. Employers and employees should follow the Acas Code of Practice on flexible working when handling a request.

Acas has an online roadmap of when all the new expected law changes in the Employment Rights Act are likely to come into effect, which includes webinars and training: Employment Rights Act 2025 – Acas

Acas seeks views on updates to its Trade Union time off code

Workplace expert, Acas, has today launched a consultation on updates to its Code of Practice on time off for trade union duties and activities.

The Government introduced a new Employment Rights Bill in October 2024 as part of its Make Work Pay plan to reform UK employment law. The Bill became the Employment Rights Act on 18 December 2025.

The Employment Rights Act 2025 introduces new statutory rights to time off for union equality reps that mirrors the existing rights for union learning reps and requires employers to provide ‘accommodation and other facilities’ to union reps for their time off duties.

Niall Mackenzie, Acas Chief Executive, said: “Effective relationships between trade union representatives and employers can help build trust, prevent disputes and contribute to healthy productive organisations.

“Our new draft Code of Practice has been updated to reflect new legal rights in the Employment Rights Act 2025 that cover time off for carrying out trade union duties.

“The Code provides good practice advice to help understand these new rights and we are keen to get views to ensure it is clear, practical and promotes good employment relations between employers and trade unions.”

The Code of Practice on time off for trade union duties and activities was last updated in 2010.

The purpose of the new draft Code is to set out guidance on good practice that will aid and improve the effectiveness of relationships between employers and trade unions. This guidance will be taken into account by employment tribunals in relevant cases.

Employment Rights Minister, Kate Dearden, said: “Strong workplace relationships help to raise living standards and productivity as well as being vital to lasting business success.

“I encourage all employers, workers, and trade union representatives to take the opportunity to shape this guidance. An updated Code of Practice will provide clarity to make these new rights work in practice and support productive workplaces across the country.”

Trade union reps are currently entitled to paid time off for union duties and relevant training provided it is reasonable. Equality representatives do not currently have a statutory right to time off or training.

The Employment Rights Act 2025 introduces a new statutory right to time off for union equality reps that mirrors the existing rights for union learning reps.

There is currently no statutory requirement for employers to provide trade union representatives with facilities to carry out their duties except for certain circumstances such as collective redundancies.   

The Act also introduces a new right that requires employers to provide ‘accommodation and other facilities’ to union representatives for their time off duties if it is requested and is reasonable.

TUC General Secretary, Paul Nowak, said “These new rights are a welcome step forward to modernising industrial relations in the UK. Equality reps, with paid facility time, will play a vital role in tackling workplace discrimination and making workplaces more inclusive and productive.

“Facility time saves employers money by helping to nip issues in the bud before they spiral into costly disputes.

“And it improves communication, supports wider staff wellbeing and helps resolve problems early and constructively. That’s good for workers, employers and the wider economy.”  

The draft Code aims to help employers and unions ensure that they have agreed working arrangements that cover how the practicalities of reasonable time off for union activities and the provision of accommodation and other facilities will work.

The consultation on the draft Code closes on 17 March 2026.

To respond please see: www.acas.org.uk/trade-union-duties-code-consultation

TUC: Employment Rights Act passing is a “landmark day for millions of workers”

Commenting on the Employment Rights Act becoming law (Thursday), TUC General Secretary Paul Nowak said: “This is a landmark day for millions of workers.

“The Employment Rights Act represents the biggest upgrade in workers’ rights in a generation.

“It will deliver common sense changes like banning exploitative zero hours contracts, protecting workers from harassment and sick pay for all – and so much more. These are hard-won rights that the union movement and workers have long campaigned for.

“For too long, we have lagged behind our European counterparts on workers’ rights. This legislation takes us closer to the mainstream.

“We are finally closing the door on the broken status quo defined by insecurity, poor pay and weak rights.

“It’s now vital the government finishes the job – ensuring workers feel the benefits of all these new protections as soon as possible. That means watertight secondary legislation, which delivers new rights fully and quickly.”

The Advisory, Conciliation and Arbitration Service (Acas) has welcomed the new Employment Rights Act, describing it as a significant opportunity for employers and staff to work together to help businesses thrive and improve working lives.

The Act, which received Royal Assent on Thursday, will update British employment law and includes the following changes:

·       protection from unfair dismissal will become a right after 6 months of being in a job instead of two years

·       new rules to limit “fire and rehire” practices

·       the right to guaranteed hours for workers on zero hours contracts

·       statutory sick pay will be paid from the first day of illness

·       whistleblowing protection for disclosing sexual harassment at work

·       proactive duty on employers to take all reasonable steps to prevent sexual harassment and obligations to prevent employees from 3rd party harassment

·       paternity leave will become a day one right instead of needing to work for an employer for 26 weeks

·       stronger protections against dismissal for pregnant workers and those returning from maternity leave

·       new rules around trade unions’ right to access workplaces to meet and support workers, and simplified rules for trade unions to negotiate with employers over pay and conditions

Niall Mackenzie, Acas Chief Executive, said: “This is a once-in-a-generation change to employment law in Britain and an opportunity for employers and workers to work together to bring all workplace relations up to the standard of current best practice, and help businesses thrive and improve working lives.

“Acas will be updating its training and advice as the new laws are implemented. We stand ready to help employers, workers and their trade unions work together to make the most of the opportunity presented by these reforms to build better, healthier and more productive workplaces.”

Acas will play a crucial role in supporting the Act’s implementation, through:

·       developing comprehensive advice on all aspects of the new legislation as they take effect

·       producing statutory Codes of Practice to ensure employers and workers understand their legal obligations and good working practices

·       providing a range of training and support, including webinars, workshops and resources

·       continuing to provide expert, impartial conflict resolution through its conciliation and mediation services

Acas is working with the Department for Business and Trade, as well as other partners to provide advice and help employers and employees prepare for the changes.

Employers and workers seeking information can visit www.acas.org.uk.

Acas marks 50th anniversary as new report shows nearly half of people experience conflict at work

The Advisory, Conciliation and Arbitration Service (Acas) is celebrating five decades of helping millions of people resolve workplace issues and improve working relationships across Britain.

Since 1975, Acas has been the nation’s trusted voice in workplace relations, evolving from addressing industrial disputes to tackling modern workplace challenges while maintaining its commitment to impartial, expert guidance.

In 1975, the Conciliation and Arbitration Service added the advisory function to its dispute services to become Acas.

To coincide with the anniversary, Acas has published a report showing that almost half (44%) of working age adults in Britain experienced conflict at work in the past 12 months.

Niall Mackenzie, Acas Chief Executive, said: “This year marks 50 years since we became Acas and started providing workplace advice, as well as resolving disputes.

“For 50 years, Acas has been at the heart of workplace relations, helping employers and employees navigate change and find common ground even in the most challenging circumstances.

“Our report into conflict prevalence shows that there is still a need for Acas’s experts to bring their experience and cool heads to workplace disputes.”

The research found that:

  • Capability and performance issues were the most common cause of conflict (38%), followed by personal disagreements and relationship issues (33%)
  • Stress, anxiety and depression was the most common impact of conflict, affecting 57% of involved, followed by a drop in motivation or commitment (49%)
  • Retail workers faced the highest levels of conflict, with half (50%) of wholesale and retail trade employees reporting conflict
  • Disabled people whose disability significantly affects their daily life reported the highest prevalence of conflict at 68%
  • The most common person to report experiencing conflict with was another colleague in the organisation (34%) or the person’s line manager (32%)
  • Most conflicts were resolved through informal discussion with managers (45%) or directly with the other person (30%)

Niall added: “Disputes at work might be inevitable, but the knock-on effects can be very costly if they are not managed and resolved properly.

“It is encouraging to see that informal methods to prevent and resolve disputes are already being used by bosses.

“Part of Acas’s role, as we mark 50 years of providing workplace advice, is to make sure managers and leaders have the skills to build more harmonious workplaces.”

Acas continues to demonstrate its vital role in supporting the UK economy and workforce. This year alone, the organisation has:

  • Resolved 93% of collective conciliation disputes, helping avoid costly industrial action
  • Found resolutions for 9 out of 10 potential employment tribunal claims without needing a tribunal hearing
  • Increased the number of people reached through training and advisory services by 78%.

As Acas marks this milestone anniversary, the organisation is positioning itself for the challenges and opportunities of the next 50 years and recently launched a new five-year strategy.

Beyond supporting the Employment Rights Bill implementation, Acas continues to innovate and adapt its services to meet the evolving needs of modern workplaces, from supporting flexible working arrangements to addressing new forms of workplace conflict.

Employment Rights Minister Kate Dearden said: “For half a century, Acas has given workers a voice and supported employers to build stronger, more productive workplaces. Its work resolving conflict and improving employment relations has delivered real benefits for organisations and significant savings for the economy.

“Early dispute resolution is vital to a modern, growing economy, and Acas will remain central to our plans to modernise industrial relations in a way that works for both workers and businesses.”

A full copy of the report can be viewed here: https://www.acas.org.uk/research-and-commentary/workplace-conflict/prevalence-of-conflict-at-work/

For more information about Acas and its services, visit www.acas.org.uk.

One in three workers in Scotland say workplace conflict is on the rise

Acas launches new strategy to prevent, manage and resolve disputes at work

Almost one-third of employees in Scotland say that workplace conflict is rising, according to a new survey by the Advisory, Conciliation and Arbitration Service (Acas).

New Acas-commissioned YouGov polling found that 30% of Scotland workers who knew of conflict in their organisation over the last 3 years said it has increased, compared to just 7% who say it has decreased.

The news comes ahead of major new employment law reforms, and with Acas experiencing increased demand for its services.

Responding to these challenges, Acas has launched a transformative five-year strategy to modernise how disputes at work are handled across Britain.

Niall Mackenzie, Acas Chief Executive, said: “Businesses in Scotland are doing much to promote productivity and economic growth, but our poll shows that there is more we can do to tackle conflict and help Scottish businesses grow and flourish.

“Our strategy for the next five years will give employers and workers across Scotland the skills and knowledge they need for the healthy employment relations that prevent conflict and promote growth.”

The new Acas strategy will help to support economic stability by reducing the cost of conflict – estimated to be £28.5 billion – through increased prevention, improved management, and earlier resolution of disputes.

The new Acas strategy will:

  • Prevent more disputes before they arise by targeting industries and groups where conflict is most likely
  • Support employers to manage conflict well with clear guidance, tools and training offers
  • Equip workers and employers with the skills and confidence to resolve problems earlier, including doubling the number of SMEs Acas is equipping to manage conflict well
  • Harness technology and data more effectively to focus Acas’s efforts where they can have the greatest impact
  • Drive innovation in dispute resolution, maintaining Acas’s record settlement rates (70% for individual disputes and 90% for collective disputes) while exploring the use of AI and new digital services to make support faster and more accessible

Acas launches new strategy as polling shows over two in five workers say workplace conflict is rising

The Advisory, Conciliation and Arbitration Service (Acas) has today launched a transformative five-year strategy to modernise how disputes at work are handled across Britain.

The new Acas strategy will help to support economic stability by reducing the cost of conflict – estimated to be £28.5 billion – through increased prevention, improved management, and earlier resolution of disputes.

This builds on strong results from our previous strategy, which saw record levels of disputes resolved without the need for a tribunal.

This comes as Acas experiences increased demand for its services and ahead of major new employment law reforms.

  • New Acas-commissioned YouGov polling of over 1,000 employees in Great Britain finds that 44% of workers who knew of conflict in their organisation over the last 3 years said it has increased, compared to just 13% who say it has decreased.
  • The same survey reveals that pay, working patterns, and capability and performance are now among the top causes of workplace conflict.
  • Latest figures show Acas handled 117,000 individual disputes in 2024-25, the highest number since the covid-19 pandemic.

The Employment Rights Bill will introduce significant changes to employment law as part of the government’s plan to Make Work Pay.

The new Acas strategy will:

  • Prevent more disputes before they arise by targeting industries and groups where conflict is most likely
  • Support employers to manage conflict well with clear guidance, tools and training offers
  • Equip workers and employers with the skills and confidence to resolve problems earlier, including doubling the number of SMEs Acas is equipping to manage conflict well
  • Harness technology and data more effectively to focus Acas’s efforts where they can have the greatest impact
  • Drive innovation in dispute resolution, maintaining Acas’s record settlement rates (70% for individual disputes and 90% for collective disputes) while exploring the use of AI and new digital services to make support faster and more accessible.

Clare Chapman, Acas Chair, said: “The world of work is changing, and this is an ambitious strategy for a landmark period in Britain’s labour market history.

“Over our last Strategy period of 2021-25 Acas successfully changed the ways in which we work. This strategy sets out how Acas will contribute even further to improve British workplace relations. 

“We will do more to help prevent conflict arising. If conflict can’t be prevented, Acas will be there to help workplaces manage it by disagreeing well.

“And if conflict continues, Acas will help parties resolve disputes quickly and fairly. Working together, we can deliver lasting improvements to working life and contribute to Britain’s future economic growth.”

Niall Mackenzie, Acas Chief Executive, said: “Britain is a great place to work and grow a business; but we can do even better to ‘disagree agreeably’ in the workplace.

“Our strategy for the next five years will give employers and workers the skills and knowledge they need for the healthy employment relations that prevent conflict.

“By supporting employers and workers to build stronger relationships we will protect productivity, safeguard jobs, and strengthen the foundations for sustainable economic growth.”

Employment Rights Minister, Justin Madders MP said: “Strong workplace relationships are fundamental to the productive, stable employment that drives higher living standards.

“Acas’s new strategy will help prevent workplace disputes before they escalate and provide the skills and tools to resolve conflicts early. This comes as the Government is ensuring employment rights are fit for a modern economy and contributing to economic growth as part of the Plan for Change.”

Rain Newton-Smith, CBI Chief Executive, said: “Acas has an important role to play in supporting the economic growth that is needed to drive up living standards and fund public services.

“Rising employment costs are already colliding with flatlining productivity, forcing firms to make tough trade-offs about jobs, pay and working conditions, putting a strain on the relationships between employers and workers. At the same time, the unintended consequences of the Employment Rights Bill will mean an increase in workplace disputes that need to be resolved.

“Acas has rightly identified that its impartial support and early intervention will be more critical than ever in helping employers and employees navigate these threats and unlock the potential of the UK workforce.” 

Paul Nowak, TUC General Secretary, said: “With the Employment Rights Bill set to modernise industrial relations, this Acas strategy is welcome and timely – recognising the importance of good working relationships between unions and employers.”

https://www.acas.org.uk/about-us/acas-strategy-2025-to-2030

Acas: ‘A critical national asset’

Acas in-demand ahead of major changes to employment rights

A year of strong results for Acas also marked a significant increase in individual disputes in Britain, according to its latest annual report.

In 2024-25 Acas dealt with over 117,000 individual disputes in Great Britain. Demand is at its highest since the covid pandemic: an increase of 13,000 from 2023-24. Acas helped resolve 9 out of 10 of these early conciliation cases without the need to go to employment tribunal. 

To prevent disputes rising and to reduce the estimated £28 billion cost of conflict, Acas called on Britain’s employers and employees to work together to resolve conflict early. Disputes are always ideally solved within workplaces, without further escalation. 

The news comes as major employment law reform gets underway. 

Acas’s Chair called Acas a ‘critical national asset’ as these reforms come in and heralded the organisation’s success supporting small businesses through change. 

Acas doubled its good practice advice and training interactions over its 2021-25 strategy period from 100,00 to over 252,000 and website advice growing from 9 million in 2021 to 20.5 million in 2025.

Collective disputes were down from 618 in the financial year 2023-24 to 522 in 2024-25. Data from the Office for National Statistics shows days lost to industrial action down from 1.85 million in 2023-24 to 597,000 in 2024-25. 

In 2024-25, Acas resolved or supported progress toward settlement in 93% of collective dispute cases.

acas_annual_report_2024_to_2025_accessibleDownload

Acas Chair Clare Chapman said: “As the government introduces major employment law reform, and with the UK annual cost of workplace conflict estimated to stand at £28.5 billion, this is a reminder that Acas remains a critical national asset. 

“The rise in individual disputes is concerning: just one conflict escalating can cause huge cost and stress to employer and employee. The good news is Acas now resolves 9 out of 10 early conciliation cases without the need to go to an employment tribunal.

“We call on all Britain’s employers and employees to work together to resolve conflict early. Small businesses particularly need support to avoid the damaging consequences of conflict.

“Our 2021-25 strategy helped thousands of small businesses through change. Acas doubled its good practice advice and training interactions and increased awareness of Acas support among small and medium-sized businesses from 83% to 90%.”

Results delivered 2021-25 against long-term Ambitions

·       Acas helped resolve 9 out of 10 of early conciliation cases without the need to go to employment tribunal. 

·       Just 5% of early conciliation notifications now result in a tribunal hearing, saving time, money and further stress for all parties.

·       The Acas website reached twice as many people – web sessions recorded on the website more than doubled from 9 to 20 million.

·       Use of Acas good practice advice and training doubled to over a quarter of a million interactions.

·       Increased awareness of Acas support among small and medium-sized businesses from 83% to 90% and among individuals from 56% to 77%. 

Results delivered in the 2024/25 operational year

·       Acas collective conciliation team facilitated confidential talks in over 522 disputes, resolving or supporting progress toward settlement in 93% of cases. Pay was the leading cause dispute and cases are down from 618 last year.

·       Acas dealt with 117,951 Early Conciliation cases, the highest number since Covid, up on 104,884 in 2023/24.

·       Advice and training had a quarter of a million interactions, a 78% increase on 2023-24. 

·       The Acas helpline answered 600,000 calls from employers and employees in Great Britain, a 3% increase from 2023-24.

·       There was 91% positive engagement of users from the website (exceeding 90% KPI target). There were 20 million sessions in 2024-25 compared to 18 million in 2023-24, an 11% increase.

·       Acas trained over 41,000 people in good workplace practice, with 94% of attendees saying their course met their objectives (exceeding 90% KPI target).

·       E-learning services were accessed by more than 57,000 users, an increase of 13,000 on 2023-24.

Acas issues tips for employers to manage the hot weather at work 

Workplace expert Acas has offered some top tips to help employers manage workplace challenges due to the hot weather. 

The Met Office has predicted that temperatures of up to 35C are expected towards the end of this week.  

Acas Chief Executive Niall Mackenzie said: “The sizzling weather may be ideal for the beach but staff getting into work during one of the hottest weeks of the year may not feel the same way. 

“Some employees with certain health conditions or disabilities may be adversely affected by the extreme heat. The heat can also impact public transport too which can affect employees commuting into work. 

“Acas has some top tips for employers to help ensure their businesses remain productive during the heatwave whilst keeping staff happy too.” 

According to a recent Acas poll, almost half (47%) of respondents felt that poor sleep during times of hot weather impacted their work. This was followed by 22% saying that overheated offices was their biggest challenge and 21% claiming that they found staying focused in heatwaves difficult.  

Acas top tips for hot weather working include: 

Workplace temperatures should be reasonable  

There is no legal maximum working temperature. The Health & Safety Executive (HSE) advice is that the temperature in all workplaces inside buildings must be reasonable.  

The HSE offers advice on how to carry out a thermal comfort risk assessment if staff are unhappy with the temperature:  

http://www.hse.gov.uk/temperature/index.htm  

Keeping cool at work  

Switch on any fans or air conditioners to keep workplaces comfortable and use blinds or curtains to block out sunlight. Staff working outside should wear appropriate clothes and use sunscreen to protect from sunburn. 

Stay hydrated  

Employers must provide staff with suitable drinking water in the workplace. Workers should drink plenty of water throughout the day to prevent dehydration and not wait until they are thirsty. Employers could allow extra breaks for staff to get cold drinks. 

Dress code  

Employers are not under any obligation to relax their uniform or dress code requirements during hot weather but where possible it may be advisable to for employers to relax the rules for wearing ties or suits. 

Getting into work  

If public transport gets adversely affected by the hot weather, this could affect staff attendance and their ability to get into work on time. Staff should check timetables in advance, and employers should be flexible.  

https://www.acas.org.uk/disruption-getting-to-work

Vulnerable workers   

Vulnerable workers- Worker with health conditions or disabilities may be affected more by hot weather. Employers should assess for any risks and discuss what they need to reduce or remove that risk. This might include providing fans, portable air-cooling units or more frequent or longer breaks. Employers must make reasonable adjustments for workers with disabilities.  

https://www.acas.org.uk/reasonable-adjustments

https://www.acas.org.uk/extreme-temperatures-in-the-workplace

Ditching vague language essential to resolving workplace conflicts

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 like “nipping it in the bud” were vague and confusing, while phrases like “open and honest conversation’” and “facilitated discussion” avoided the language of conflict and described resolution neutrally.

Using clear language helped to create a trusting environment, enable constructive dialogue by helping people express their feelings, and avoided unnecessary escalation of issues.

Acas Director of Dispute Resolution Kevin Rowan 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.

It showed that:

  • Lack of skill and confidence among managers remains a barrier to informal resolution. Employers can help by giving managers time, support, and access to practical training and resources.
  • Informal resolution is more likely to succeed in organisations that visibly support it. For example, by encouraging early dialogue and referencing informal routes in disciplinary and grievance policies.
  • Outcomes are shaped by how the process is approached, whether there’s early intervention, mutual trust, recognition of power dynamics, and willingness to stop if informal resolution isn’t working.
  • Clear, direct language helps set expectations and supports constructive communication. Vague phrases like “nipping it in the bud” can downplay the seriousness of an issue or create confusion. While descriptions like “an open and honest conversation” were felt to be more constructive.

Kevin Rowan continued: “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.”