TCM's customer of the week
Celebrating our customers' work to build positive workplace cultures
TCM’s ‘customer of the week’ is a celebration of our fabulous customers and partners. It recognises their achievements to resolve workplace issues constructively and to embed positive workplace cultures. A huge congratulations to each of our customers of the week!
David Liddle, CEO and chief consultant at The TCM Group
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
Customer of the year 22/23
Claire Salter from Burberry
As soon as we met Claire Salter FCIPD, Director of Global Employee Relations at Burberry, we knew we had something special.
Our partnership began back in 2021, when Claire’s team started to cultivate a shift towards a person-centred, values-based organisational culture. This conversation sparked Burberry to embed a global Resolution Framework that promotes a dialogue-driven, non-adversarial means of resolving conflict, complaints and concerns.
For our Director of Investigation & Resolution Services Harriette Wolff (MCIPD), “from the start of the partnership with them, Claire and John Murphy were so forthcoming with ideas, passion and just a hunger to really make a change for their teams and colleagues.
They were always open to my ideas as well, really transparent with expectations and it was a real partnership.
Claire recognises how the power of dialogue can make a difference to the people she works with, and this comes across in our working relationship, but also the human-centric approaches they applied into their policy work and colleague development.”
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.
Claire Salter, Director of Global Employee Relations at Burberry
Sylvia Imbai, Director, People Relations & Wellbeing
Excited to announce Alight as our distinguished Customer of the Week! 🎉 Last week, The TCM Group had the honour of providing Alight with our top-notch Investigation Skills Training, and what an incredible experience it was!
Everyone at TCM takes immense pride in empowering organisations with the essential tools and knowledge to navigate complex challenges effectively. Alight’s commitment to excellence and their proactive approach to skill development truly stood out throughout the training session.
It was inspiring to witness Alight’s team dive deep into the intricacies of investigation techniques, demonstrating a keen enthusiasm for learning and growth. Their dedication to fostering a culture of integrity and accountability within their organisation is truly commendable.
A massive shoutout to the entire team at Alight for their active engagement and unwavering dedication to continuous improvement. It’s partnerships like these that drive meaningful progress and elevate standards across industries.
Here’s to many more successful collaborations in the future!
Training staff on practical investigation skills and conducting effective workplace investigations are indeed crucial components in maintaining a culture of safety, fairness, and accountability within our organization. It has been an absolute pleasure working with The TCM Group in developing the bespoke training that met our needs and the context in which we work at Alight.
We recognize the importance of equipping our team with the necessary tools and knowledge to effectively handle workplace issues and conduct thorough investigations. This training did just that, and we are thrilled to now have this resource internally.
Sylvia Imbai, Director, People Relations & Wellbeing
Olufemi Gbadamosi, Peer and Lived Experience Manager at Barnet and Haringey Mental Health Trust
Thrilled to announce that our esteemed customer of the week is none other than Barnet and Haringey Mental Health Trust!
At The TCM Group, we are dedicated to empowering organisations with the tools and skills necessary to foster open, honest, and constructive conversations. This week, we had the privilege of working closely with Barnet and Haringey Mental Health Trust, providing them with our signature Quality Conversations Training.
It was an absolute pleasure witnessing their commitment to enhancing communication within their organisation and ultimately, improving the well-being of their staff and the quality of care provided to their patients.
Together, we explored strategies for effective dialogue, active listening, and constructive feedback – all vital components in nurturing a supportive and collaborative work environment.
A huge round of applause to the team at Barnet and Haringey Mental Health Trust for their enthusiasm and dedication throughout the training. Your commitment to growth and development is truly inspiring!
Here’s to fostering meaningful conversations and making a positive impact in the world, one dialogue at a time.
Thank you for selecting me as the Customer of the Week! I’m honoured to accept this recognition and contribution of £100.00 to my chosen charity. It’s a privilege to be supported in funding such a worthy cause.
Olufemi Gbadamosi, Peer and Lived Experience Manager at Barnet and Haringey Mental Health Trust
Julie Plant, Team Development Specialist at Brandon Trust
We are thrilled to shine the spotlight on our incredible customer of the week, Brandon Trust! At The TCM Group, we take immense pride in collaborating with organizations committed to positive change, and Brandon Trust exemplifies this dedication in every aspect of their work.
At TCM, we’re honoured to announce our partnership with Brandon Trust in their journey towards a positive, resolution focused workplace. Our team is dedicated to providing tailored solutions that foster positive outcomes and sustainable growth, aligning perfectly with Brandon Trust’s mission to create brighter futures for those they serve.
By leveraging our expertise in conflict resolution and organisational development, we’re excited to collaborate with Brandon Trust in navigating challenges and facilitating constructive resolutions. Together, we’re working towards building stronger, more resilient communities where every individual can thrive.
A huge thank you to Brandon Trust for entrusting us with this opportunity to make a meaningful difference. We look forward to achieving great things together!
So excited to be working with the TCM again and looking forwards to utilising their skills and expertise to make a difference with a person-centered & solution focused approach to resolving conflict. We know that things don’t always go as expected in workplace relationships, using early resolution techniques develops the positive and values led team culture that we want. –
Julie Plant, Team Development Specialist at Brandon Trust
Peter Doron, Learning & Development Designer at Boots & No7
In March 2024, The TCM Group had the privilege of providing mediation training to the fantastic team at Boots, one of the UK’s leading pharmacy-led health and beauty retailers.
Boots has demonstrated a commitment to investing in their employees’ development and creating a workplace culture where open dialogue and collaboration thrive. It’s been a pleasure working with such a forward-thinking organization dedicated to fostering a harmonious and productive workplace.
At The TCM Group, we believe in the power of effective communication and conflict resolution in fostering a positive work environment. Our mediation training equips teams with the skills they need to navigate challenging situations with empathy, understanding, and professionalism.
Thank you, Boots, for choosing The TCM Group as your partner in cultivating a culture of respect and understanding within your team. We look forward to continuing to support your journey towards building stronger, more resilient teams.
Partnering with Boots has been an absolute pleasure. Their commitment to excellence and collaborative approach have made every step of our project seamless and successful. Working with Peter has not only been productive but also inspiring, and we look forward to continuing this fruitful partnership in the future.
Cameron Duncan, Training and Events Coordinator at The TCM Group
Yvette Borowiec, Head of People Partnering at Essex County Fire and Rescue Service
Essex County Fire and Rescue Service (ECFRS) holds a set of core values that guide their operations: openness, honesty, trustworthiness, courage, teamwork, professionalism, and valuing every individual’s contribution. To effectively uphold these values and align them with their overarching purpose, investing in facilitated conversations training is paramount.
Facilitated Conversations training equips ECFRS personnel with the necessary skills to engage in meaningful dialogue, fostering an environment where these values can thrive. This week we’re celebrating our trusted partnership with ECFRS, an organisation we’ve worked with since 2019 to deliver essential training for staff.
Thanks to Yvette for being so supportive and efficient throughout the setup phase of the training project. Working with Essex Fire has been a pleasure, and I am glad to hear that the training was well-received by the team.
Emily Reilly, Mediation Services Coordinator at The TCM Group
Hannah MacPherson, Administrative Officer at Action for Children
Action for Children understands the transformative power of effective communication. That’s why we’re thrilled to announce the organisation as our customer of the week. We collaborated to equip our staff with the skills they need to navigate challenging conversations with finesse and confidence.
Over the past months, we’ve embarked on a journey to deliver a comprehensive course spanning four cohorts from September 2023 to March 2024.
Our goal? To empower teams with the tools to handle difficult discussions, manage performance effectively, and deliver unwelcome news with tact and empathy.
Through a proactive and immersive approach, TCM trainer Liz Jones has instilled delegates with the prowess to tackle pivotal conversations head-on. By fostering a culture of proactive communication, Action for Children aims to pre-empt disputes before they escalate, fostering harmonious relationships and driving sustainable outcomes.
Together with Action for Children, we’re committed to making a positive impact on the lives of children and families, one empowered conversation at a time.
We are delighted to be Customer of the Week! Thank you to Aditi, Liz and the whole TCM Team; it has been fantastic working with you and I know our learners have really enjoyed the sessions.
Hannah MacPherson, Administrative Officer at Action for Children
David Mills, Training & HR Specialist at DSM
From century-old roots as the Dutch State Mines, DSM has evolved into a purpose-led science-based global company specialising in solutions for human and animal health and nutrition. Their purpose is to create brighter lives for all – which is why DSM are proud that their name has assumed a new meaning among their people in recent years: Doing Something Meaningful.
DSM have breathed life into their values and purpose by doing something meaningful with TCM: embarking on a trusted partnership to deliver bespoke investigation skills training to their colleagues with consultant partner Nick Snaith.
This training equipped teams with the skills to handle investigations specifically within incident and scene examinations. TCM is known for its approach that transforms work by putting people first.
Given DSM’s commitment to creating brighter lives, a people-centric approach to investigations training aligns perfectly with the company’s purpose of Doing Something Meaningful. This approach fosters a positive and inclusive workplace culture, essential for the wellbeing of employees.
From the outset, it was evident that DSM places a strong emphasis on its people and their well-being. The company’s commitment to Doing Something Meaningful resonated throughout our engagement, aligning seamlessly with our approach at TCM. We were privileged to work with a team that values purpose and seeks to foster a workplace culture that is both innovative and compassionate.
Chloe Pye, Investigation Services Coordinator at The TCM Group
Tori McIntyre, Workforce Development Manager at NIHR Clinical Research Network West of England
NIHR is an essential support network for patients, the public and health and care organisations across England has partnered with TCM to deliver important training to its colleagues.
In order to support patients and care to the best of its ability, it’s super important for organisations just like NIHR to be able to hold real, courageous and sometimes difficult conversations internally.
It enhances collaboration, problem-solving, employee engagement and overall organisational effectiveness within this very complex and challenging field of work.
That’s why we’re thrilled to be NIHR’s trusted partner for training, so they can continue to provide that essential support.
NIHR aim to promote positive solutions, resolutions, and positive psychology within their team. Choosing TCM as their trusted partner, our expert consultants will deliver a bespoke Quality Conversations training programme in March 2024.
Aditi Sigar, Leadership Development Coordinator at The TCM Group
Jacky Dixon, System Leadership Development Senior Manager of HR Operations at NHS England
TCM (namely Jamila Khanom and Aditi Sigar) and NHS England have been working closely with Jacky Dixon, Head of Professional Development, to launch a Leadership Culture Catalysts programme in several ICSs within the NHS. The aim of this programme is to provide senior HR with the guidelines and tools to implement culture change at leadership level.
The purpose of NHSE is to lead the NHS in England to deliver high-quality services for all. They do this by ensuring that the healthcare workforce has the right numbers, skills, values and behaviours to support the delivery of excellent healthcare and health improvement to patients and the public.
Partnering with us as a global leading culture change consultancy is a sure-fire way to align values, behaviours and competencies within the organisation.
“Working with Jacky has been a great way to learn the challenges that these ICSs face and it has been rewarding to know the positive impact that this programme will bring to these departments. Jacky brings a wealth of knowledge from her years of experience within the NHS and we are very excited to deliver this programme and make a truly transformational change.”
Jamila Khanom, People & Culture Development Coordinator at The TCM Group
Olga Lavrentieva, People & Organisational Development Partner at Brunel University London
Brunel University defines itself as a university for the changing world. As such, they ensure that they adhere to the highest quality learning standards, support good employment practices and, ultimately, to help people work better during and after education.
This purpose provides direction for the university in the value of constantly learning, optimising and expanding its practices in line with the changing world.
It makes sense, then, that Brunel University chose TCM to partner on expert training courses for its colleagues to keep putting people and education at the forefront.
“Brunel University recently commissioned a rerun of our popular Quality Conversations course for their faculty. Collaborating with Olga and Andi on this project has been truly delightful, and I’m thrilled to announce its successful completion! The delegates expressed appreciation for the course, noting that it provided a safe space for open conversations that were universally relevant, transcending diverse backgrounds. I eagerly anticipate future opportunities to support such an outstanding university that ‘puts people first’, and I look forward to embarking on more exciting ventures together.”
Aditi Sigar, Leadership Development Coordinator at The TCM Group
Jackie Evans, HR Business Partner at Companies House
In January, Jackie joined our flagship National Certificate in Workplace Mediation course on her journey to becoming a TCM-accredited mediator. The programme was led by consultant partner Thoralf Kretzschmar (Assoc CIPD), who praised Jackie for her enthusiasm and effort in completing the training.
As an organisation, Companies House aims to provide excellence in company registration and search, make the register as complete and accurate as possible, and build a high performance culture.
Choosing TCM Academy as their trusted partner for mediation training breathes life into these values as becoming an accredited mediator with TCM promotes a culture of compassion, collaboration and communication.
It enables high performance due to happy staff and healthy working relationships, providing excellence in turn.
“Jackie attend our January National Certificate in Workplace Mediation course, she expressed how much she was looking forward to the course and was very assertive with any pre-course work. She was an absolute pleasure to have on our course and I wish her all the best in her mediating journey. Thank you very much for choosing to be part of the TCM Family!”
Cameron Duncan, Training & Events Coordinator at The TCM Group
Bill Heneghan, Head of ER & Cases at National Gas
Nominated by Director of People Services Harriette Wolff and Mediation Services Coordinator Emily Reilly, this household name has worked with us to provide mediation services and training for their teams.
Their Head of ER and Cases, Bill Heneghan, would recommend TCM for every part of our service. He praised our excellent customer service, attentive colleagues and clear lines of communication.
Here’s to another trusted partnership to start the year off with a bang!
“The feedback from our delegates who attended the course has all been positive, they all speak very highly and said how good the content was and praising the trainer (Thoralf) for being patient and attentive, and for giving clear explanations of each subject. I would recommend The TCM Group for every part of their service.”
Bill Heneghan, Head of ER & Cases at National Gas
Sati Jandu, Vitrolife
Nominated by Harriette Wolff and Chloe Pye, this world-leading global provider of medical devices and genetic testing services has worked with TCM as a trusted partner on a bespoke training programme.
By doing so, Vitrolife is showing a commitment to building a workplace that prioritises wellbeing, inclusion, safeguarding, and empowerment.
“From one quality dedicated Company to another, the recognition of this Customer Award is greatly appreciated by myself and my team. Working in a highly regulated and ever changing industry, I understand the diverse challenges that face my team regularly. I realised the importance of supporting the team through continued learning and having the opportunity to work with TCM allowed us exactly this. We were able to create a practical and bespoke training session with Rachael which allowed my team to gain the most out of their day. The training was delivered in a positive and interactive manner which proved extremely successful, and we hope that this recent partnership will continue to develop into future teams and years.”
Sati Jandu, Sales & Marketing Director UK & Ireland at Vitrolife
Silvana Van Schaik, People & Culture at Morningstar
According to Morningstar, collaborating with TCM has been a “best in class” development journey.
That’s because nothing is ever off the shelf. Each programme we deliver is customised and tailor-made to suit each individual organisation, because we know that no one is the same.
As part of our Conflict Management for Leaders workshops, we took the time to understand the specific development needs of Morningstar. After listening to their unique goals, we specifically designed their programme to give leaders some guidelines in understanding the culture they create and the teams they develop, under the lens of conflict management.
For Silvana van Schaik, the team “really appreciated the thorough design of the Conflict Management program, that spoke to our learning needs. The insights provided are actual, easy to apply, and provide meaningful results.”
To our latest trusted partnership and customer of the week, Morningstar!
“As part of the workshops they deliver, TCM takes the time to understand the specific development needs of the group, and facilitates a best in class development journey. We really appreciated the thorough design of the Conflict Management program, that spoke to our learning needs. The insights provided are actual, easy to apply, and provide meaningful results. Looking forward to continuing collaborating with the TCM Group in the future!“
Silvana Van Schaik, People & Culture at Morningstar
Jenni Aylen, Saint Francis Hospice
Saint Francis Hospice, like any healthcare organisation, must prioritise the wellbeing of its staff for several important reasons. Expert mediation and resolution services play a crucial role in safeguarding the welfare of their employees. Here are some key reasons why this is important:
- Workplace conflict resolution
- Employee mental health
- Retention and recruitment
- Productivity and quality of care
- Organisational reputation
- Staff wellbeing and burnout prevention
As our trusted partner, Saint Francis Hospice is maintaining a positive work environment, supporting employee mental health, and contributing to the overall quality of care provided. That’s why they are our customer of the week!
“Jenni is extremely organised and deeply committed to providing fair, objective and effective resolution services. It is customers like Jenni who inspire us to continually improve and provide top quality service. We look forward to continuing our trusted partnership with Saint Francis Hospice in the future.“
Chloe Pye, Investigation Services Coordinator at The TCM Group
Marne Cheeseman, Deputy Director of HR Operations at Kent and Medway NHS & Social Care Partnership Trust
Why is it important for healthcare organisations to invest in skills training?
Patient safety, quality improvement, continuous learning and reputation management are a few key reasons.
Working with us on skills development, Kent and Medway NHS & Social Care Partnership Trust has shown a true commitment to creating a culture of transparency, accountability and trust. Effective investigation and resolution of issues can help maintain a positive reputation and patient trust, which are essential for attracting and retaining patients.
That’s why Marne Cheeseman is our customer of the week! Nominated by Chloe Pye and Harriette Wolff, Kent and Medway have shown a passion for resolving workplace conflict in a fair and objective manner.
“Marne is an absolute pleasure to support. Marne’s passion for resolving workplace conflict in an objective and fair manner is complimented by how friendly and responsive she is. Each time we have worked together has been seamless, and I very much look forward to continuing our partnership.”
Chloe Pye, Investigation Services Coordinator at The TCM Group
Helen Rivero, Learning & Development Manager at Arts University Bournemouth
Arts University Bournemouth has a simple message: the best possible difference in the world starts with making your best possible self.
They enable this through creative learning, supported by state-of-the-art studios and equipment and engaged, passionate staff. ?
We can vouch for this at TCM: AUB have worked extensively with us to develop their colleagues’ skills in leadership and management, prioritising the happiness and growth of their staff.
Working with Helen Rivero has been a delight for our Leadership Development Coordinator Aditi Sigar, who says that “it’s truly heart-warming to witness everyone’s boundless energy and their enthusiasm for embracing new learning challenges for their professional development.” ⚡
Investing in your people has benefits for both employees and your organisation: it’s proven that leadership development not only enhances an organisation’s performance through better decision-making, engagement, communication, teamwork, and conflict resolution but also significantly contributes to employee happiness by creating a positive, growth-oriented, and supportive work environment.
“The program has been met with an overwhelmingly positive response from our delegates, and working with Helen has been an absolute delight! She’s not only a true professional but also a joy to interact with. During our project kick-off meeting, I had the pleasure of e-meeting the participants, and they are among the most enthusiastic and cheerful individuals I’ve had the privilege to support.
It’s truly heart-warming to witness everyone’s boundless energy and their enthusiasm for embracing new learning challenges for their professional development.”
Aditi Sigar, Leadership Development Coordinator at The TCM Group
Rachel Cooper, Learning & Development Manager at Amnesty International
Amnesty International is a global movement of more than 10 million people who take injustice personally. They are campaigning for a world where human rights are enjoyed by all. Their work protects and empowers people – from abolishing the death penalty to protecting sexual and reproductive rights, and from combatting discrimination to defending refugees and migrants’ rights.
Since 2022, we’ve had a trusted partnership with the team and their Learning & Development Manager, Rachel Cooper.
Working on projects from relationship building to skills development, our support ensures that Amnesty’s colleagues can work to the very best of their ability to tackle one of the most important and valued jobs in the world.
Human rights work is inherently emotional: team members are inevitably exposed to heart-breaking tales of oppression, violence, and discrimination, often facing a relentless barrage of injustice.
The emotional toll of bearing witness to these atrocities is immense, and it’s not uncommon for team members to find themselves overwhelmed with grief, anger, or sadness. Our partnership has worked to provide colleagues with the tools needed to navigate this complex and very human responsibility.
We’re thrilled to continue on with our partnership with Amnesty, and we can’t wait to see what’s to come.
“Since we first began working together in 2022, TCM have quickly become a trusted partner.
Their overall approach at developing fair, just, inclusive, sustainable, and high performing organisations, and the time that they take to truly understand our needs, has meant that their interventions have been incredibly well received – whether it is a staff training, team facilitation or management development program. We look forward to continuing to work with them in the future.”
Rachel Cooper, Learning & Development Manager at Amnesty International
Debbie Burunou, University Hospitals Bristol and Weston NHS Foundation Trust
UHBW, as our trusted partner and customer of the week, are on a transformative journey towards a more compassionate approach to conflict resolution, and we couldn’t be more excited about it!
Why is this so important? Let’s explore why aligning an organisation’s values with its purpose is not just a trend, but a fundamental necessity.
- Building trust and understanding
- Fulfilling our mission
- Attracting and retaining talent
- Feedback and continuous improvement
- Positive ripple effect
- A better patient experience.
“Working with the team at UHBW has been a great pleasure. Over the last several months, we have trained ~100 delegates in HR as Coach and Mediator™, Quality Conversations™ and the National Certificate in Workplace Mediation™. The energy, enthusiasm and participations from their colleagues has been wonderful to experience and look forward to continuing our wonderful partnership with them.“
The resolution team at TCM
Heather Palmer, Culture, Policy & Employee Relations at the BBC
Take it from the BBC: the Resolution Framework is the right thing to do for your business, your people and your profits.
Earlier this week, Heather Palmer joined our resolution team David Liddle FRSA MBA, Hannah Cotton and Rebecca MacKinnon to discuss why the BBC has moved towards a more compassionate, collaborative and communicative model for dealing with workplace conflict.
For Heather, “moving to a Resolution Framework is not just about improving the people-centred experience in dealing with conflict resolution, but there’s a business and economic benefit in terms of the money and time that we’re spending in formal processes.
She urges organisations under scrutiny from the press to ensure, like the BBC, that we all “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.”
“It’s important to 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, Culture, Policy & Employee Relations at the BBC
Freda Parker-Leehane, Ministry of Justice
Our trusted partnership with the Ministry of Justice was sparked by our work with their neighbour the Cabinet Office.
We’ve been working with the MoJ on a series of Mental Health and Complex Conversations training sessions, a workshop that’s all about exploring the considerations involved in mediating when parties are suffering from mental health issues in order to help the mediator get the best possible outcomes for the parties, whilst protecting the integrity of mediation and the mediator.
Since embarking on our partnership, the team has already given positive feedback – particularly that TCM’s ethos and values have been inspiring and refreshing.
That’s why the MoJ and Freda Parker-Leehane is our Customer of the Week!
A huge thank you to Lisajay Baker & Cameron Duncan for the nomination.
I became aware of TCM through a number of free webinars and I have found the ethos and values to be inspiring and refreshing. I was able to attend Marie Coombes’ taster session for the Mental health and Complex Conversation training and requested that we arrange three sessions for our mediators. I have already received positive feedback from the training, and I am looking forward to attending my session next week.
Freda Parker-Leehane, Ministry of Justice
Keely Stafford and Sarah Swann, NATS
NATS are the UK’s leading provider of air traffic control services.
They exist to make the skies an even safer and more efficient environment for aviation. With this in mind, two things drive everything they do.
The first is safety, a duty of care for the skies.
The second is a constant striving for improvement to ensure aviation best meets the needs of a changing world.
Fusing purpose and NATS’ people, the organisation also has a duty of care for its employees, constantly striving for improvement. That’s precisely why they’ve partnered with us for various training programmes over the years, spanning many of our services, to ensure they’re always meeting the needs of a changing working world.
As our latest customer of the week, Keely Stafford praised that: “TCM is a trusted partner for NATS, we’ve tapped into their expertise numerous times and always receive great service and credible facilitators.
Most recently TCM consultant Marie Coombes delivered invaluable training brought alive by her wealth of experience in the employee relations and mediation fields.”
Thank you NATS for being a trusted partner!
TCM is a trusted partner for NATS, we’ve tapped into their expertise numerous times and always receive great service and credible facilitators. Most recently, TCM consultant Marie Coombes delivered invaluable training brought alive by her wealth of experience in the employee relations and mediation fields.
Keely Stafford, Employee Relations Business Partner at NATS
Rody Bristow-Jones and Emma Collins, The Francis Crick Institute
Undertaking workplace investigations training is of significant importance as it helps organisations to build and sustain a fair, safe, and productive work environment – that’s something that all employees deserve.
It therefore shows a real dedicated effort to happy, healthy and harmonious workplace culture.
That’s why The Francis Crick Institute is our customer of the week. They’re an independent charity, established to be a UK flagship for discovery research in biomedicine.
Since 2022, the Institute has partnered with TCM to undergo various investigation skills training courses for their teams.
Embarking on continued training over the years shows the Institute’s ongoing commitment to learning, connecting the organisation’s practice with their principles. They’re taking their ethos of research, improvement and prevention to learn more about best practice, improve standards and prevent further conflict within the organisation.
Thank you to resolution team Chloe Pye and Harriette Wolff for this week’s stellar nomination!
The team at TCM have thoroughly enjoyed working with Emma and Rody to deliver investigations training for Francis Crick Institute. They have been completely proactive and helpful in setting up an engaging and useful course and the trainer really enjoyed visiting colleagues onsite for a great half-day session!
Chloe Pye, Investigation Services Coordinator at The TCM Group
Gail Sharkey, Senior HR Advisor at UK Export Finance
UK Export Finance are the UK government’s Export Credit Agency. They work with over 100 private credit insurers and lenders to help UK companies access export finance – the loans, insurance policies or bank guarantees that enable international trade to take place as easily and securely as possible.
UKEF has 100 years’ experience supporting UK businesses to achieve global success. As the world’s oldest Export Credit Agency (ECA) they have a proud history of innovation, while maintaining standards and principles.
It seems fitting, then, that our latest Customer of the Week Gail Sharkey chose to undertake TCM’s mediation accreditation to support her role as Senior HR Advisor. She’s continuing to innovate processes within the organisation while embedding person-centred and values-based standards and principles as her approach to conflict resolution.
It was a lovely, positive experience and I learned so much! It’s a really good course and the trainer was so knowledgeable and experienced.
Gail Sharkey, Senior HR Advisor at UK Export Finance
Jennifer Parker, Complex Casework Specialist at Greater London Authority
We first started working with the GLA back in 2019 when they decided to transform their workplace culture and shift to our Resolution Framework – the pioneering alternative dispute resolution process.
Since then, we’ve worked with the GLA on mediation, investigation and management training, alongside providing an outsourced mediation scheme and investigations.
For Lisajay Baker, working with this organisation has been a pleasure: “not only do they work tirelessly to ensure that they create a harmonious environment for their teams but they regularly invest in the upskill of their facilitators, investigators and champions”.
The GLA are a perfect example of what it means to have a trusted partner in TCM. Our TCM ecosystem is designed to provide support to all aspects and needs of any organisation: from leadership to resolution, coaching to investigation, or training to mediation.
Whatever first brings a customer to TCM, we endeavour to be there every step of the way – no matter the transformation in mind. We’ve been designing dreams into reality since 2001.
Not only do they work tirelessly to ensure that they create a harmonious environment for their teams but they regularly invest in the upskill of their facilitators, investigators and champions to ensure that they are equipped with the skills and knowledge they need to carry out their roles.
Lisajay Baker, Director of Business Operations at The TCM Group
Helen McGowan, Casework and Policy Advisor at Health and Safety Executive
HSE is a Britain’s national regulator for workplace health and safety. It prevents work-related death, injury and ill health.
Our trusted partnership began in August 2022, when HSE contacted TCM to enquire about training up some new mediators within the organisation. HSE wanted to prioritise health – not just the safety kind – by ensuring that any conflicts, complaints or concerns between colleagues could be resolved with compassion and care.
It’s brought a whole new meaning to providing health and safety at work – physically, mentally and emotionally.
Our trusted partnership began in August 2022, when HSE contacted TCM to enquire about training up some new mediators within the organisation. HSE wanted to prioritise health – not just the safety kind – by ensuring that any conflicts, complaints or concerns between colleagues could be resolved with compassion and care.
Robyn Marsh, Content and Engagement Manager at The TCM Group
Melissa Craig and Colleen Manderville from City of Lethbridge
This government administration looks after the third largest city in Alberta, Canada.
With a very busy and important job ensuring the population is protected and served, City of Lethbridge are taking the same approach to providing a fair, sustainable and inclusive environment for their own colleagues by implementing our Resolution Framework – the compassionate alternative to traditional grievance procedures.
Fellow Canadian Hannah Cotton, our People & Culture Strategy Coordinator, has nominated the team because of the team’s collaborative, thoughtful and innovative nature. She’s greatly enjoyed working with Melissa Craig and Colleen Manderville.
Proud to be your trusted partner, Canada.
The City of Lethbridge has worked to highlight and embed their values at the heart of their Resolution Framework. While we have worked collaboratively together, we are also impressed by the initiative that they have taken throughout the implementation process in engaging and communicating with stakeholders.
Hannah Cotton, People and Culture Strategy Coordinator
NHS Blood and Transplant team
This year marks the NHS’ 75th anniversary. This is particularly significant to us at TCM as, since our formation, we’ve worked with over 300 NHS trusts and health and social care organisations.
As we celebrate the NHS, we also champion their ongoing commitment to building fair, just, sustainable, inclusive and high-performing cultures within such an integral part of our society. That’s why NHS Blood and Transplant is our Customer of the Week!
Since working with them in 2021, their implementation of the Resolution Framework is currently in full swing.
What does that mean, exactly? In choosing restorative resolution, it highlights a recognition that adult to adult dialogue, compassion, respect and empathy are signs of strength and that they offer some of the most powerful ways of holding ourselves and others to account.
Nominated by our Resolution team, they praised NHS BT’s drive, passion for the project and vision for change.
This is our little way of saying thank you for choosing TCM and the power of resolution.
It’s clear that the NHS has a deep desire to do what is best for their people. They’ve really sought to understand the framework, and why it’s beneficial for workplace culture, which considering all they’ve been through and had going on is impressive.
Rebecca MacKinnon, People and Culture Systems Coordinator
Andrew Snell from Chelsea and Westminster Hospital NHS Foundation Trust
Andrew Snell of Chelsea and Westminster Hospital NHS Foundation Trust is not only a recently TCM-accredited mediator, but he’s also our customer of the week!
Joining us on our flagship National Certificate in Workplace Mediation, led by trainers Rachael Stiddard, Andi Hargreaves and Gemma Bromfield, Andrew left 5 days of intense training feeling empowered to learn more about mediation.
It’s inspiring to see hugely important organisations like the NHS taking steps toward building fair, just, inclusive and compassionate workplace cultures.
He praised our expert trainers, saying he felt supported throughout.
Nominated by our Training & Events Coordinator Cameron Duncan, Andrew’s experience is a perfect example of what it’s like to train through the TCM Academy.
We can sum up TCM training in three words: empowering, engaging and often extraordinary.
I have wanted to do this course for such a long time and it was amazing.
The week was hard with lots to take on but we were all looked after so well and supported throughout.
I really feel empowered now to learn more. Thank you.
Andrew Snell, Lead ODP at Chelsea and Westminster Hospital NHS Foundation Trust
Peter Eley and Abi Phillips from University of Bath
Sometimes, new partnerships are just as meaningful as old ones.
This year, we started working with the University of Bath to launch our revolutionary Resolution Framework.
A real collaboration on both ends, people involved included David Liddle and Hannah Cotton from our core team, consultant partner Marie Coombes, and deputy directors Abi Phillips and Peter Eley.
In just a short few months, we’ve covered a lot of ground, working with key stakeholders to set the scene for a new approach to conflict resolution at the University.
A huge thank you to our new friends over at the University of Bath for joining our cause to make the world of work a more compassionate, communicative and courageous space for everyone.
I signed up to a TCM webinar ‘Transforming to a people centred culture’ and then immediately purchased the textbook. This was the start of the journey, with the insightful, TCM Group.
Meeting David and the team has truly reshaped my thinking on what HR teams are here to support and challenging my own practice. HR is changing shape and reacting to the needs/expectations of staff now and those in the future. Incredibly proud of the changing direction that our employee relations practice is taking, here at University of Bath.
Abi Phillips, Deputy Director of Culture and Inclusion at University of Bath
Beth Mayes and Chin Brown from Oxfam
Oxfam is a global movement of people who are fighting inequality to end poverty and injustice. Across regions, from the local to the global, they work with people to bring change that lasts.
Their work is grounded in the commitment to the universality of human rights. Driven by diversity and founding these asks in evidence and experience, they take sides against poverty and injustice everywhere. Feminist approaches guide all analysis, action and interaction.
Because of this, it’s important that Oxfam works with organisations that share and champion these values of diversity and inclusion. That’s where TCM came in.
Over the last 12 months, Beth Mayes and Chin Brown have worked with us to introduce our Resolution Framework, the alternative to traditional discipline, grievance and performance systems.
This transition has enabled the team to “walk the talk” on their strategic aims of being safe, feminist and anti-racist; putting people at the heart of their policies.
That’s precisely why Beth & Chin get the Customers of the Week accolade. Nominated by Chloe Pye, the team’s passion and commitment to empowering individuals has been inspiring.
Working with David and his amazing TCM colleagues has been a very empowering experience.
We have, over the last 12 months, used the introduction of our Resolution Framework to “walk the talk” on our strategic aims of being safe, feminist and anti-racist, putting people at the heart of our policies and ensuring compliance – our new procedures help us hold the tension between these three drivers and TCM been instrumental in guiding us through this work.
Beth Mayes and Chin Brown from Oxfam
Janine Hodge from The Met Office
Nominated by Emily Reilly, Janine is Employee Experience ER Specialist Partner at The Met Office.
We began our partnership together just this year after Janine came to TCM to discuss how we could support them in transitioning from a traditional grievance procedure to a more compassionate and restorative mediation practice.
In short, they wanted to make the shift from process to resolution .
What did we do to help?
We developed an outsourced mediation scheme to handle all of The Met Office’s mediation cases. This took the stress out of their hands and ensured that each case had a quick turnaround, extensive aftercare and expert facilitation.
Emily has said that working with Janine “has been great fun! We have regular catch ups to check in on progress and are now getting ready to launch their outsourced mediation scheme which will see them move away from traditional HR processes to a more resolution-focused culture within The Met Office.
Thank you for choosing TCM to support you on your journey and we look forward to working with you over the years to come.”
TCM’s mediation approach worked best for us because the service offers both a quick turnaround for cases and extensive aftercare. Early intervention was needed to nip conflict in the bud.
Janine Hodge, Employee Experience ER Specialist Partner at The Met Office
Hannah Brown from NATS
Way back in 2019, we delivered a conflict resolution course for the organisation, helping them to implement compassionate, collaborative and communicative mediation.
The relationship has only grown since then, with TCM’s Consultant Partner Dominic Human recently delivering further training to a brand new group of mediators.
What we love most about this partnership is not only the wonderful team over at NATS, but the shared importance of spreading the message of restorative resolution far and wide.
For Hannah, “it’s been amazing to receive such a detailed, bespoke training course.” Win-win.
We have always found TCM to be an excellent service provider of quality courses, tailored for our needs. It has been amazing to receive such a detailed, bespoke training course which successfully delivered on the brief provided.
Hannah Brown, Human Resources Direct Entry Graduate at NATS
Nike Ajibowo from Plan International
Since the beginning of our partnership with Plan International in 2019, our journey has gone “from strength to strength”, says TCM’s Director of Business Operations and Chief of Staff Lisajay Baker.
Fast forward to 2023, and we’ve trained mediators from across 10 countries and delivered our flagship National Certificate in Workplace Mediation course in both English and French to staff across 10 countries.
Plan International’s aim to promote a culture of open and constructive communication, underpinned by feminist leadership principles and Plan values, aligned perfectly with TCM’s mission to foster happy, healthy and harmonious workplaces.
TCM’s cross-cultural and inclusive approach in the delivery of the course was a major factor in the successful roll-out of the course. As a result of partnering with TCM, we have been able to deliver the course to staff whose first language or national language is either French or English. This has been invaluable to us as a global organisation operating in 60+ countries.
Nike Ajibowo, Head of Employment Relations and Inclusion at Plan International
Theodore Awani from Macmillan Cancer Support
Theodore Awani is People Services Specialist at Macmillan Cancer Support.
In 2017, we first partnered with Macmillan for our mediation services.
Over the years, this has led to various other ventures such as coaching, facilitated conversations and investigations.
“I was extremely impressed by the service received by TCM, the process, structure and timelines provided clearly both to me and the candidates.”
Theodore Awani, People Services Specialist at Macmillan Cancer Support
Ros Doyle from London Borough of Hounslow
Back in the noughties, Ros Doyle was one of TCM’s first ever customers. Beginning in 2005, we worked together to establish one of the UK’s first ever mediation schemes. Now, LBH is taking it to the next level by implementing the Resolution Framework™️.
Since forging a working relationship all those decades ago, the partnership between TCM and London Borough of Hounslow has only grown stronger. ?
Ros celebrates that the TCM approach “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.”
