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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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Heather Palmer, culture, policy and employee relation at the BBC
"Moving to a Resolution Framework at The BBC was not just about improving how we deal with conflict resolution, there’s a business and economic benefit in terms of the money and time that we’re spending in formal processes. The BBC’s Resolution Framework creates the culture where people can find access the most appropriate route to resolution through coaching, mediation, and restorative processes. We can also take formal action in more serious cases. It’s absolutely the right thing to do. It is evidence based and person centred, and that’s key."
Claire Salter
"“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.”"
Ros Doyle
"“TCM's approach to resolution has been ground breaking from the off and has helped us at Hounslow to think differently. The Resolution Framework [pushes us] to really think about how we can deal with conflict in a way that allows our people to feel heard, respected and to remain engaged.”"
Head of Colleague Experience & Employment Policy at Aviva
"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
"“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.”"
Teresa Delaney
"“We are extremely grateful to David Liddle of the Resolution Framework for leading an insightful discussion to our members on ‘Taking the Grief out of Grievance’ earlier this year. This event which was attended by over 70 HR professionals received excellent feedback with 93% of attendees rating David’s session as good or excellent.  In particular members reported that they found the session informative and that it developed and challenged thinking around  grievance, mediation and conflict resolution, as well as leading them to consider the proposition of changing from a grievance to a resolution policy approach.”"
Jules Goddard
"“David Liddle from the Resolution Framework recently delivered an excellent event for the Swindon and North Wiltshire CIPD. It was a very engaging session and we had some great feedback afterwards. The topic is a very important one to most if not all businesses, Redefining Resolution. We were excited to book David and he delivered a very informative and interactive evening.  David delivered some thought provoking information which made everyone begin to think about alternatives to the ‘normal’ formal grievance procedures and how to avoid the almost inevitable increase in tension within the organisation, while encouraging mediation and other informal approaches. This methodology also is very cost effective, avoiding the heavy input required from managers when trying to resolve conflict or grievances. The feedback from the group that David delivered to is overwhelmingly positive and I can highly recommend David and the Resolution Framework.”"
Dave Harvey
"“An insightful and impactful course that will deliver genuine value in a number of different ways for our business. I will apply this learning every day – these are core skills, insights and values that I can employ in my day job. I can also use the practical tools and techniques to help with specific conflict resolution scenarios and business change needs.”"
Sarah Buckley
"“Couldn’t fault the service provided by David and the team in helping us set up an internal resolution procedure and mediation team. We had fantastic feedback from all our colleagues who attended training with them.”"