KPMG Transforms Workplace Conflict Through Routes to Resolution
When KPMG decided to modernise their approach to workplace disputes, they didn’t just want to update policies – they aimed to fundamentally transform their organisational culture.
Working in partnership with TCM, KPMG embarked on implementing the Resolution Framework™, a values-based alternative to traditional grievance and disciplinary procedures. Central to this transformation was TCM’s Routes to Resolution™ training programme, which equipped key stakeholders with the knowledge and skills to navigate the new framework effectively.
Building Internal Capability
KPMG assembled a dedicated Strategy Group to oversee the implementation of their Resolution Framework. This cross-functional team participated in TCM’s Routes to Resolution™ training, where they learned how to apply the innovative Resolution Index™ – an objective decision-making tool that helps identify the most appropriate route to resolution for each case.
The 2-day training transformed how the team approached workplace conflicts, shifting from adversarial processes to dialogue-based resolution methods including mediation, facilitated conversations, and coaching.
From Retribution to Resolution
The Routes to Resolution™ programme provided KPMG with a comprehensive toolkit for resolving conflicts early and constructively. By focusing on restoration rather than retribution, the training helped create a more positive and productive work environment.
One participant noted: “Amazingly experienced and engaging trainer. I gained a better understanding that sometimes behaviours are only symptoms of something deeper going on.”
Another delegate shared: “I gained a different perspective on addressing resolution and a greater toolbox of ways of dealing with issues.”
Cultural Transformation
The impact of the Routes to Resolution™ training extended beyond just equipping delegates with new skills. It represented a fundamental shift in KPMG’s approach to workplace disputes – from punishment to growth, from blame to learning, and from adversarial to collaborative.
By embedding these principles throughout the organisation, KPMG has taken significant steps toward creating a more inclusive and psychologically safe workplace where conflicts are seen as opportunities for development rather than problems to be managed.
The Routes to Resolution™ training has been a cornerstone of KPMG’s successful implementation of the Resolution Framework™, demonstrating how innovative approaches to conflict management can drive positive cultural change within organisations.
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We offer the award-winning Resolution Framework as an open-source resource to any organisation. Download it today and get in touch to explore how we can support implementing your transformation.
