This Acas-funded project investigated the relationship that managers have with the formal procedures used in their organisation. Through a series of interviews and workshops we explored how and when managers choose to use formal methods of conflict management and how they interacted with the written procedures used in their workplace, investigating
whether the policies that are currently in place within the organisation were fit for purpose and used effectively. Participating managers also accessed the Skilled Managers training platform, which will provided them with the skills they need to handle complex and difficult workplace issues.

The research identified a number of challenges facing managers to navigating formal procedures. The distinction between informal and formal aspects of conflict handling was not clear. Managers also found it hard to access HR and other advice when faced with complex issues. The effective management of discipline and grievance could be hampered by risk averse approaches from HR and a lack of support from senior management.