Neutral Assessment: another conflict resolution option

July 24th, 2014

Neutral Assessment is a valuable and effective alternative in certain conflict situations; combining some of the advantages of an investigation and a mediation.

Neutral Assessment is particularly useful where there are complex HR issues that need to be explored, for example where there are large group conflicts or collective grievances resulting in dysfunctional teams. Alternatively it can be useful where there are no specific allegations but it is clear that people are stressed and impacted by the situation. It is outside of any formal processes; it is not about who is right or wrong but focuses on finding solutions with a fresh set of eyes.

The process is conducted by an independent expert who has no vested interest in the outcome and who will:-

  • Identify the contributory factors that have led to the situation.
  • Adopt a neutral no-blame stance ensuring that confidentiality is maintained wherever this is possible.
  • Test with those concerned various options for solution.
  • Gather and assess all information.
  • Use their experience to identify and explore solutions.
  • Provide a risk assessment in relation to the various options.

The Benefits

The benefits of the process include:-

  • It provides a mechanism to test the impact of options by outlining the pros and cons of the various options for solution
  • It can be a cathartic experience. It provides an  opportunity for those involved to be listened to and talk to someone who is empathetic. The benefit of this for individuals should not be underestimated.
  • It is empowering as it allows individuals to have a say in the solution.
  • It can also be a learning process. For the management teams it will usually provide a wealth of perspectives that are not always immediately evident.
  • By reframing issues and discussing future solutions it allows people to think about the future
  • It can help to ensure that barriers to a resolution can be overcome
  • It enables the organisation to demonstrate their commitment to positively resolving conflict and taking issues seriously.
  • It confronts conflict but not in a way that leads to individuals taking defensive positions or worsening the situation
  • It provides an opportunity for individuals to speak confidentially and openly about their  concerns resulting in information being shared which is of greater value to the organisation than would otherwise have been the case.

 The process explained

The process will generally include the following:-

  • Background briefing
  • Agreeing the objectives and terms of reference.
  • Conducting confidential interviews with key parties or obtaining written submissions.
  • Identifying key issues, including underlying causes, key relationships and options for solutions etc.
  • Analysing the information obtained and compiling a report with assessments and recommendations
  • Provision of feedback to those involved and/or an executive summary.

The process itself is not a solution but it can lead to recommendations or outcomes which assist in achieving resolutions. For example it can lead to apologies or acknowledgements of contributions,  individual mediations, small group facilitation, identification of development needs, consideration of restructuring or organisational learning.

 What clients have said

Having used this process successfully and with very positive feedback, here are some comments that clients have feed back to us.

  • It has been a very valuable process and gave us much more than we expected.
  • It has been of real value to those individuals taking part; it has helped them to feel listened to and enabled them to focus on future solutions.
  • It has resulted in achieving a resolution much quicker than we would have achieved through formal procedures.

If you would like any further information on how the process works in practice and whether it would be appropriate in a given situation then please do contact me, I would be happy to discuss this confidentially with you. Alternatively, this is another option to consider as and when a situation arises.


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It’s always been an absolute pleasure to work with Dionne.  She is always professional, prompt to respond and looking for a constructive outcome in every situation.  We have greatly appreciated the work she has done for us. Working with witnesses in what can often be challenging circumstances requires a high level of emotional intelligence and skill.  Throughout Dionne managed every meeting with professionalism and sensitivity, working towards a constructive outcome for all parties.  Her communication was prompt and focussed and allowed the company to entrust her with managing a complex situation greatly enhancing the value to the business and to managers involved.  This is an incredibly challenging environment and Resolution at work and, Dionne in particular, have delivered for the company without fail. The value gained from being able to trust Dionne/Resolution at Work to manage complex casework has been immensely valuable to the organisation.  It gives an independent and professional credibility to the process and enhances the reputation of the business as a result.

Andy Perry, Head of HR, Radioactive Waste Management Limited | Head of HR, Radioactive Waste Management Limited

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