Acas: UK needs to bolster mediation skills to avoid disputes
One third of Britain’s workplaces do not have staff with the necessary mediation skills to resolve a workplace conflict.
According to new research by workplace relations body Acas, conducted by YouGov, 33% of employees think their employer lacks staff with enough mediation expertise to handle disputes. The figure rises to 40% among small and medium-sized enterprises, highlighting concerns about workplace conflict resolution across the UK.
The findings come as the Employment Rights Act 2025 introduces significant changes to workers’ rights, prompting renewed calls for employers and employees to work together to strengthen workplace relations and prevent disputes from escalating.
Mediation is an informal process designed to repair working relationships when disagreements arise. It is led by an impartial mediator who does not take sides and focuses on helping those involved reach a mutually agreed way forward. Unlike formal grievance procedures and employment tribunals – which currently face a long backlog in many parts of the UK – mediation is voluntary, confidential and flexible.
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Acas said the survey results suggest many organisations may not be adequately equipped to use mediation effectively, despite its potential to resolve conflicts before they become more serious and costly.
Kevin Rowan, Acas director of dispute resolution, said that apart from anything else, mediation was a far more cost-effective method of resolving disputes than the use of more formal channels: “Mediation can be a great way of preventing and managing disputes informally without the need for potentially expensive formal action.
“It is not about judging who is wrong or who is right; it is about bringing people in a disagreement together to agree on a way of working together.
“Mediation is a valuable skill, but our survey shows that too few workers are confident their organisation has the skills to use it in a disagreement. We encourage employers to make sure their managers have the confidence and skill to mediate successfully.”
Mediation was particularly effective in resolving issues involving workplace relationships, including personality clashes, breakdowns in working relationships, and cases involving bullying and harassment, said Rowan. However, it was generally not used for disputes relating to pay, dismissal or serious misconduct.
The organisation emphasised that mediation remained a confidential process, with participants agreeing what information could be shared. If agreement proves elusive, discussions held during mediation should be kept private.
Acas maintains that effective mediation can reduce workplace stress, help manage disagreements constructively and lessen the need for formal procedures. Outcomes are determined by those involved, allowing for flexible solutions tailored to individual situations.
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