Building stronger workplaces together: Advance Union advocates Mediation at work.

At work, challenges and disagreements are a natural part of life. It’s how we handle them that makes all the difference. That’s where workplace mediation comes in – a constructive, confidential way to resolve issues and move forward together.

A mediator’s role is to act as an impartial third party to help resolve workplace conflicts and disputes. They facilitate a confidential conversation between two or more people in a dispute – creating a safe, confidential space for those involved to find solutions that work for everyone. They also bring a fresh perspective on the issues.

It has been reported via CIPD that 25% of people have had at least one workplace conflict over a 12-month period (2024). CIPD research also indicates a high success rate for workplace mediation, with studies suggesting that over 90% of mediations result in agreement.

Given these statistics, it is no surprise that AU representatives deal with calls from members who feel upset about how they feel treated by another colleague, sometimes their manager and may be some upset they feel the need to raise a grievance.  In our experience, whilst a grievance has its place where serious issues such as discrimination or bullying & harassment take place, all too often the option of considering a mediated solution is overlooked. This can result in elongating a resolution and further straining working relationships.

If you do speak to one of our caseworkers, they will help you understand the benefits of mediation or when matters are too serious, and a formal grievance should be considered.  You can speak to us in complete confidence before deciding which step to take.

We are thrilled to work with an employer that has invested in mediation with 30 trained and accredited mediators across the business. Advance Union acknowledges this commitment and will continue to keep focus on how this resource is utilised and developed in the future. For members, this means better access to early, fair and constructive resolution – with the reassurance that Advance Union is jointly committed to taking advantage of this fantastic resource and supporting our members when deemed appropriate.

When can mediation be used? 

• Where there’s conflict, for example, because of poor communication, unclear role boundaries, different working styles, issues relating to perceived bullying, personality clashes and relationship breakdowns.
• When the conflict can’t be resolved between the individuals themselves, by their people manager or through a facilitated conversation with another manager (in situations where concerns are with their own manager).
• Where all individuals are willing to and prepared to work on the issues. Mediation is voluntary and those involved can withdraw at any time by any party.

Proven Results and Why it matters:

The results speak for themselves: every mediation case that Santander has concluded so far has ended successfully – a 100% success rate! This demonstrates the real value of mediation when colleagues are supported to resolve issues through open, respectful dialogue.

• Faster solutions – problems are addressed before they escalate.
• Healthier relationships – mediation helps preserve and build working relationships.
• A positive workplace culture – people feel heard and valued.

Advocates for positive change – where do our Advance Union representatives come in?

Advance Union reps continue to play an important role, by supporting our members when they are considering next steps with a concern or conflict as a confidential source of advice and support. Our reps can help members understand what mediation is, discuss whether it might be the right option, and refer issues into the process.

Once mediation starts, it’s the members themselves who lead the conversation with the mediator. This keeps mediation focused on the individuals involved, while making sure members are supported and informed at every step.

Union representatives remain a source of ongoing offline communication during the process, as members sometimes want to reflect in confidence with their union representatives. We will support you fully and as much as you need should you decide mediation could help bring a resolution with the least amount of stress, but it’s important to understand the union does not carry out a formal ‘representation’ during this process.

So far, every mediation held has resulted in a positive outcome. A 100% success rate – a reflection of both the skill of the mediators and the willingness of our Advance Union representatives to encourage members to give mediation a try.

A way forward together:

Advance representatives and members alike are advocates for better ways of working and resolving workplace conflict. By supporting mediation as a fair and effective alternative, they strengthen the culture of respect, collaboration and lasting solutions.

Mediation is not a replacement for the valuable support Advance Union provides – it’s an additional tool to help resolve issues earlier, with less stress and disruption for everyone involved.

Think of mediation as a conversation with purpose – a chance to be heard, to listen and to reach an agreement that respects everyone. Many members who’ve tried it say they feel lighter and more confident, and better able to focus on what really matters: doing their job well and working in a positive environment.

We want to thank all of you who have tried this resource, raised awareness, signposted by referring situations through to People & Culture. You’ve made a real difference in preventing conflicts from growing and in creating a healthier, more respectful working relationship.

There is more we can do; every time a member promotes mediation, it increases awareness of the service and helps ensure issues are addressed early, fairly and constructively. We all have a vital role to play  – by encouraging colleagues to consider mediation and making referrals to the People & Culture team, you help build stronger workplaces for everyone.

How to refer:

If you feel mediation could be an option for you, or you feel it would be an option for an Advance Union member, you can complete, discuss, or direct a member to raise a ticket via AskHR. The People & Culture team will be able to advise if mediation is a viable option and can then appoint a mediator.

When a mediation request is submitted, a dedicated PREP (People Relations and Experience Partner) team member will review this to see if mediation is a viable alternative option. The mediator will contact the colleague to discuss the mediation process and will also arrange a suitable location and time with all parties. A confidentiality agreement will be provided to sign.

Remember, mediation is an alternative form of dispute resolution and does not replace a formal or informal grievance process, which is another fully supported route by the People and Culture team, where mediation may not be considered an appropriate solution.