Written by Kirsten McKenzie, Head of HR at Hunter Adams.
One of the most common questions we get asked is: “How did this end up as a formal grievance?”
The truth is that many workplace grievances don’t start with major incidents. They often begin with small misunderstandings, poor communication, assumptions, unresolved frustrations, or a gradual breakdown in trust. By the time a formal grievance is lodged, positions can be entrenched, relationships damaged, and significant management time already invested.
This is where early mediation can make a real difference.
Mediation is not about determining who is right or wrong. It’s about creating a safe, structured conversation that allows individuals to understand each other’s perspectives, rebuild communication, and agree a way forward. Research and workplace experience consistently show that issues addressed early are far more likely to be resolved informally before they escalate into lengthy and costly formal processes.
Using an independent mediator is particularly valuable because they bring neutrality, structure and objectivity to what can otherwise feel like a highly personal or emotionally charged situation. An external mediator is not there to take sides or make decisions, but to create the conditions for an open, balanced conversation where everyone feels heard and the focus remains on practical resolution rather than blame.
Some of the early warning signs that mediation could help include:
- Conversations becoming increasingly tense or defensive
- Colleagues avoiding each other or refusing to communicate directly
- Repeated misunderstandings or complaints about communication styles
- Escalating email exchanges where tone is becoming an issue
- Managers spending disproportionate amounts of time managing conflict between individuals
- Teams becoming divided or feeling they need to “take sides”
- Declining collaboration, cooperation or information sharing
- Persistent low-level frustrations that resurface repeatedly without resolution
- Increased absence, stress, or wellbeing concerns linked to workplace relationships
- Statements such as “there’s no point talking to them” or “they never listen anyway”
The biggest mistake organisations make is often waiting until a formal grievance is submitted before intervening. By then, individuals may have gathered evidence, sought support, and become focused on proving their case rather than finding a resolution.
Early intervention through mediation can:
- Preserve working relationships
- Reduce the likelihood of formal grievances
- Save management time and organisational costs
- Improve wellbeing and employee engagement
- Encourage accountability and constructive dialogue
- Help restore trust before conflict becomes entrenched
Not every workplace issue is suitable for mediation, and there will always be situations that require formal investigation. However, where conflict stems from relationship breakdowns, communication issues, differing perceptions, or unresolved tensions, mediation can be one of the most effective tools available.
The earlier the conversation happens, the greater the chance of avoiding the grievance altogether.
Need support managing workplace conflict before it escalates?
Explore our employee relations services here >> https://hunteradams.co.uk/hr-consulting/employee-relations-services/
