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
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 resolvedisputes 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 meanan 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.”
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.”
