Routes to Resolution

Everything that you need to develop a fully functioning Resolution Unit within your organisation.

Routes to Resolution™ is designed to support the development and implementation of a Resolution Framework. The Resolution Framework replaces traditional discipline and grievance procedures.

Our expert trainers equip delegates with the skills and strategies to identify the most appropriate route to resolution in each case. The options can vary from early resolution meetings, coaching, restorative conversations, mediation, or an investigation.

This unique course supports managers, HR and ER professionals and unions to develop awareness of options available to people in conflict in organisations, and when different routes are most appropriate. It also helps them to develop the skills required to support individuals involved in complex and challenging workplace issues.


Understand how the Resolution Framework works, and be able to explain each of the various routes to resolution now available.

Learn how to build rapport and trust with the parties.

Develop active listening and questioning techniques.

Use the TCM Resolution Index to identify the most appropriate route to resolution in each case.

Understand how to identify the conflict issue e.g. sickness absence, performance, grievance and the underlying needs of each party in the conflict (including psychological, procedural and substantive).

Develop skills to handle strong emotions.

Understand the influence of impartiality and neutrality (including unconscious bias).

Understand the value of empathy and how to develop and use it.

Learn how to manage expectations, overcome objections to mediation and secure a commitment to mediate.

“Stephen is a fantastic trainer! His style is both professional and engaging. He is effective in getting the content across and holding your attention. The training went so fast because he keeps you very well engaged and involved throughout.” Sammy Halil, Claims Adjuster at AIG – Routes to Resolution 2021

Key Facts

Suitable for a HR and ER professionals, senior managers, department heads and line managers.

£495 + VAT for open access courses delivered face to face at the TCM Academy in London or online via Zoom.

Please contact us for our latest prices for in-house delivery to groups of 4 or more.

Further information

Would you like this course delivered in-house?

TCM specialises in tailoring all of our courses for in-house delivery. We also design and deliver bespoke courses and training programmes for our customers. If you would like to find out more, please feel free to give us a call on 020 7404 7011 or complete the enquiry form below and we’ll get back to you.


TCM Accredited Facilitator

TCM Accredited Investigator

TCM Accredited Mediator

The CPD Certification Service

ILM Recognised Provider

OCN London