Examines changes in employers’ use of different methods of managing individual conflict and how far recent changes in legislation on dispute resolution, including the introduction of employment tribunal fees, have impacted employer practices.

The research suggests that the full impact of the recent changes in legislation has still to come through. More significantly for the longer term, the research also confirms that more employers are now using mediation skills to develop their conflict management capability. The two case studies highlight the shift in approach being adopted by enlightened employers towards greater informality in managing conflict.

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