Customer of the year 23/24 - BBC
Customer of the year 23/24
Heather Palmer from the BBC
Moving to a Resolution Framework is not just about improving the people-centred experience in dealing with conflict resolution.
For our Customer of the Year 2023/24 BBC, there’s a business and economic benefit in terms of the money and time that they’re spending in formal processes.
Not only this, but BBC’s values of creativity, trust, respect and accountability are reflected in the culture they create for their employees, meaning that opting for our person-centred Resolution Framework to compassionately and collaboratively resolve conflict made a ton of sense.
Under the Resolution Framework, it’s the role and responsibility of well-trained managers to spot the warning signs and to engage their team members in a confident and productive conversation. In this way, an outcome can be found that is acceptable to all parties.
It’s the most win/win/win model out there.
What we want to ensure is that we have the right frameworks in place to manage both those very, very serious allegations through formal processes and, importantly, to keep the culture right from day one for everyone and know the frameworks where people can find different types of avenues, and support through coaching, mediation and the Resolution Framework. It’s absolutely the right thing to do: it’s evidence based, and that’s key.
Heather Palmer, Senior Human Resources Business Partner in Culture Employee Relations & Policy at the BBC
