If managers can resolve conflict through informal discussion before things escalate, they can save those involved, themselves and the organisation a lot of stress, time and money. However, many managers feel safer working through formal processes or avoid difficult issues altogether. In this episode, Richard is joined by Terry Duffy, Strategic Growth Partnership Lead. Together they look at the benefits of early and informal resolution. They ask what informal resolution really means and how managers can use it to solve difficult workplace problems. They also discuss situations when a more formal route might be more appropriate.