Supporting workplace dispute resolution in smaller businesses: policy perspectives and operational realities

Following the 2007 Gibbons review and the subsequent repeal of the statutory grievance and disciplinary procedures in April 2009, the resolution of workplace conflict through alternative dispute resolution (ADR) continues to be a topical issue in the UK. Using a qualitative case study methodology, this paper examines the approaches to dispute resolution adopted by owners and managers in small businesses and the operational realities that shape their handling of individual disputes. The findings reveal a support for early and informal conflict resolution, but also a lack of knowledge about ADR and what it can offer. The conclusion is that, whilst ADR offers real benefits to small business employers and their employees, the dominant concern of these parties appears to be their ability to defend decisions they have taken in the event of litigation.