Research by Acas has highlighted that vague language, such as ‘quiet word’ or ‘coffee chat’, is hindering the informal resolution of workplace disputes. While managers may use softer expressions to appear approachable, these phrases may create confusion or risk trivialising the issue(s). In contrast, clear and transparent language, such as ‘structured conversation’ or ‘facilitated discussion’ is more effective in fostering trust, managing expectations, and addressing concerns more constructively.
Workplace investigators and HR professionals highlight that empathetic but precise communication is key to maintaining psychological safety and preserving relationships during disputes. By clearly distinguishing informal discussions from formal investigations, employers can encourage open dialogue, minimise escalation and reduce organisational costs. With conflict estimated to cost the UK economy billions each year, Acas emphasises that early, well-structured communication can deliver both financial and relational benefits.
