"The TCM Group provides a high-quality, customer-focused service from start to finish. I am delighted we commissioned their services and would definitely recommend them to other organisations." - Andrew Massiah, LSE

Championing a Culture of Open Dialogue at LSESU

The London School of Economics Students’ Union (LSESU) is a dynamic, student-led, not-for-profit organisation dedicated to enriching the university experience. With a team of 250 employees, LSESU empowers students by providing opportunities for leadership, personal growth, and community engagement. Their goal is to foster a world-class student union that supports and inspires every LSE student.

The Challenge

Recognising the importance of a healthy workplace culture, LSESU sought professional mediation support to resolve a complex conflict between colleagues who were also friends. Understanding that open dialogue is key to a thriving organisation, they wanted to ensure that difficult conversations were not only managed effectively but also encouraged as a norm.

A key focus for LSESU was equipping their young and less experienced managers with the skills to navigate sensitive workplace issues confidently. By embedding these skills into their leadership development, they aimed to build trust, engagement, and a stronger leadership culture across the organisation.

The Solution

Having previously collaborated with The TCM Group’s CEO, David Liddle, in 2005 to establish an Internal Mediation Scheme (IMS) at the London Borough of Croydon, LSESU turned to TCM once again to help create a safe, structured, and effective resolution process.

LSESU praised the professionalism and expertise of TCM’s mediation team, specifically noting:

  • Outstanding support and clear, open communication throughout the process.
  • Thorough pre-mediation preparation, ensuring all parties were set up for success.
  • A strong foundation of trust and understanding, which enabled a smooth and effective mediation.

The mediation led to a positive resolution, reinforcing LSESU’s commitment to creating a collaborative and open workplace culture.

The Outcome & Next Steps

Encouraged by the success of the mediation, LSESU is eager to build a long-term partnership with The TCM Group to further strengthen their organisational culture. Key priorities include:

  • Empowering young managers with the confidence to navigate workplace challenges.
  • Shifting attitudes and behaviours to normalise open, honest conversations.
  • Aligning their People Strategy with a focus on culture, values, and behaviours.

With their proactive approach to workplace relationships and leadership development, LSESU is setting a benchmark for student-led organisations, demonstrating how investing in mediation and dialogue can transform workplace culture.

“The TCM Group provides a high-quality, customer-focused service from start to finish. I am delighted we commissioned their services and would definitely recommend them to other organisations.”
– Andrew Massiah, LSE

Key Takeaways

  1. Creating a Culture of Open Dialogue – By engaging in mediation, LSESU demonstrated its commitment to fostering a workplace where difficult conversations are encouraged, rather than avoided.
  2. Supporting Emerging Leaders – The case highlights the importance of equipping young and inexperienced managers with the skills to navigate complex workplace dynamics and confidently manage conflict.
  3. The Power of External Expertise – Bringing in an experienced mediation provider like The TCM Group ensured an impartial, structured, and effective resolution process that restored relationships and strengthened workplace trust.
  4. Long-Term Organisational Impact – Beyond resolving individual disputes, mediation can be a catalyst for shifting organisational behaviours, embedding a culture of collaboration, and aligning people strategies with core values.
  5. Investing in Sustainable Conflict Resolution – LSESU’s interest in forming a deeper partnership with The TCM Group underscores the value of ongoing professional support in building a resilient, engaged, and high-performing organisation.


“When organisations embrace mediation, they don’t just resolve disputes—they transform the way people work together. LSESU’s commitment to fostering open dialogue and empowering its leaders highlights the real value of mediation as a strategic investment in workplace culture. By addressing conflict proactively, they are setting a strong foundation for a more engaged and resilient organisation.” – David Liddle, CEO of The TCM Group