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02 Jul 2021
20 Years in the making- The TCM Resolution Framework
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22 Feb 2022
Careers
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Case study
Changing Culture with Aviva
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17 Jan 2022
Behaviour at Scale
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Reviews Premium

Head of Colleague Experience & Employment Policy at Aviva Anthony Fitzpatrick,

The introduction of TCM’s Resolution Framework changed the whole concept and dynamic of managing conflicts and complaints within the workplace. Culturally, the change in language and emphasis have been so important. We have seen that the vast majority of cases are settled either at triage or through a facilitated conversation. This allows everyone to focus on their job and increases morale and motivation which is good for personal wellbeing; it’s good for the business and it’s good for the customer too.

 

Ben Williams former senior ER manager at Virgin Atlantic

“The resolution training that The TCM Group team delivered was first class – engaging, thought provoking and highly professional. David’s collaborative, future focused and solution focused approach to conflict resolution really resonated with me and my team and aligns neatly with our brand values and people strategy.”

Claire Salter Director of Global Employee Relations at Burberry

“Partnering with TCM has really helped us to think creatively about how we can create a human-centric approach to speaking up at Burberry, ensuring we maintain a culture of psychological safety when dealing with conflict.”

Fay Field ER & Change Specialist at easyJet

“The formulas and models were very helpful, and will support our people to make sure we truly understand what our needs are and how to overcome challenges in a practical and sustainable way. Personally, I’ll utilise my learnings to be able to flex my approach to best suit the situation and parties involved. The training was really practical, which will be a real value add in working life.”

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Stepping Stones to Resolution Brochure by The TCM Group
The Royal College of Paediatrics & Child Health - A Case Study from The TCM Group

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THE TCM GROUP
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0800 294 97 87
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Visit or write to us:
Business Design Centre Upper Street, Islington LONDON N1 0QH

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Sarah Minshull
""We have been so impressed with how the training content was designed specifically for the teams role. Case studies were aligned with day to day work and gave a good platform to facilitate discussion bringing the learning to life. There was great communication with the trainer before, during and after the training and the delivery was well balanced. Would recommend.""
Deborah Omoruyi
"This training is invaluable for any Team Lead. It provided me with practical strategies to resolve issues through collaboration, compromise, and effective communication. The session was highly relevant and has equipped me with the skills to manage my team more efficiently."
Megan Otway
""This is the best training course I have been on! Would definitely recommend for anyone wanting learn more about conflict resolution!""
ER Manager
"The TCM dispute resolution training course was thorough, well structured and really engaging and practical. The trainers expertise was evident and she made the process and theory easy to understand with live examples and the ability to discuss our own experiences. Highly recommended!"
Nimmo-Scott
"The practical investigations course was very helpful and made me aware of how to conduct the investigation in an unbiased, and organised manner. the tutor helped me to understand how to gather and collate evidence and use it to write the report"
Melanie Dunn
"I attended this course 3 months ago and found the training really engaging and interesting. I have used the training a number times since completion. The training was invaluable in order to help me complete comprehensive investigation reports."
Donna Johal
"TCM have been brilliant from the start of the course to the end. The trainer and the additional assessors on the day really helped with setting the scene and gave clear constructive feedback which was great for me."
Assistant Director & Head of Digital Ops at University of Wolverhampton
"I wasn't quite sure what to expect but I have really enjoyed this course. Began as a complete novice feeling very much in the dark but completed so very much more confident in my potential as a Mediator. Thank you TCM!"
Margaret Winthrop
"I found the entire experience invigorating and really rewarding. From a people perspective, this is a very human approach to giving humans a voice. The course offered fascinating insights, a full on exploration and study, including adventurous role playing. There was also some very considered coaching on offer."
Emma Snodgrass
""The Routes to Resolution course at The TCM Group was excellent. I gained valuable insights from learning and revisiting the underpinning theories of conflict management and practicing how to apply them. I now have key acronyms like PIN and BIN at the forefront of my mind when using these models. I also have a much deeper understanding of empathy and its practical application, the concept of healthy venting, and the conflict escalation curve. Additionally, I will greatly benefit from the comprehensive knowledge I’ve gained of the resolution framework provided during the course.""

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