Resolution Framework

A modern, progressive, and fully legally compliant alternative to traditional grievance, disciplinary and performance management procedures.

Traditional dispute resolution policies and procedures don’t resolve issues; they make them worse by generating blame. Develop a workplace culture that promotes positive and constructive behaviors by moving to a more person-centered, solutions-focused approach.

Since 2001, we’ve been reframing the way that organizations respond to a full range of issues, with a focus on the restorative principles of mediation. While offering favorable outcomes in the majority of cases, we realized that such processes were very limited when sitting within traditional HR policies and procedures.

In recognition of a widespread need for change, in 2013, our CEO and Founder David Liddle developed and launched our ground-breaking Resolution Policy™. Now an all-encompassing framework, it serves to divert the majority of workplace complaints, concerns and conflicts away from traditional HR processes and procedures. Early resolution methods such as mediation are instead used, focusing at tackling the underlying cause of such issues.

Royal Mail
Royal Mail. Jon Millidge MBE. Pension Reform Director

“TCM has supported us to deliver our policy to resolve issues and establish a culture of fairness, trust and mutual respect. It is no surprise that in a business which employs so many people, there will be disagreements from time to time. TCM has helped us to establish a modern system for resolving these disagreements quickly and professionally.”

Sarah Buckley ER & Employment Policy Consultant at Aviva

“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.”

The benefits

The Resolution Framework™ aligns your HR policies and management systems to your organizational purpose and values. It allows for a more timely, constructive resolution of issues, much closer to their source. Our customers commonly report the following benefits, after undergoing such a change:

  • Relationships are preserved, allowing for improved performance, reputation and competitive advantage
  • A culture of cooperation and collaboration can be engendered across your organization
  • Access is provided to a full range of proven remedies, ranging from mediation to restorative justice and team facilitation
  • The stress and uncertainty associated with traditional approaches is greatly reduced
  • Managers are provided with the tools to spot issues early, and respond appropriately
  • Customer experience is also improved, thanks to valued and engaged employees

How does the Resolution Framework™ work?

In its very simplest terms, the following key steps will occur, in response to complaints, concerns and conflicts, under The Resolution Framework™:

Step 1
An Issue Arises

First of all, it is the responsibility of local managers to attempt to resolve the situation, as early and constructively as possible. This will usually take the form of an early resolution meeting. No further action is required, if this generates a successful resolution.

Step 2
Request for Resolution

Where early resolution methods are successful, a Request for Resolution is submitted to the Resolution Center/Unit. This group of trained staff will make an assessment of the case against the Resolution Index: a set of predetermined criteria, to determine its severity.

Step 3
Early Resolution

Most cases will be well suited for one of a number of early resolution methods. Available options include facilitated conversations, mediation, team facilitation and coaching. Each is best suited to a particular kind of conflict, and its relative complexity/severity.

Step 4
Formal Resolution

For the higher scoring cases, a formal resolution process remains an essential response. This begins with an investigation and disciplinary sanctions remain in place, up to and including dismissal, based on the outcome of the process.

How TSB Bank integrated the Resolution Framework™

Please provide your details below to download a copy of our recent case study illustrating TSB Bank’s integration of the Resolution Framework™. Tired of the traditional grievance processes and clunky, inaccessible policies, a strategic move to a ‘resolution first’ approach was advocated for by TSB’s Head of Employee Relations, Angela Gibson.

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