Researchers from the University of Westminster have announced a new project to uncover the cost of workplace conflict on employers. The research is based on new data reported by the Advisory, Conciliation and Arbitration Service (Acas) revealing that workplace conflict has hit record levels.
In 2021, Professor Peter Urwin and Professor Richard Saundry from the Centre for Employment Research at the University of Westminster costed annual workplace conflict at around £30billion, however this fresh evidence provides an opportunity for an updated estimate, which is due to be published in Spring 2026.
The new data was published by Acas on 20 November and brings together findings from a survey that explored the number of workers who had experienced conflict at work. The report revealed that in the 12 months prior to the survey, more than four in ten (44%) workers experienced conflict at work, the highest figure recorded to date. Previous estimates using different methods range from 25% to 38%.
The Acas report reveals that conflict was most common among wholesale and retail trade workers, affecting half of those surveyed. Hospitality, Arts and Entertainment and Public Administration also experienced above average levels of conflict. What is more, conflict was more prevalent in small and medium-sized enterprises (SMEs) than in large organisations.
In addition, more than two thirds of people living with a disability that majorly affects their daily life reported experiencing conflict at work. Four in ten of this group claimed to be subject to bullying, discrimination and harassment, compared to the average across all respondents of 22%.
Not only do Acas’s new findings suggest a much higher level of conflict than previous surveys, the report also points to a range of negative impacts for individuals and organisations. Almost six in ten (57%) of those involved in conflict reported stress, anxiety or depression as a result. Around half claimed reduced motivation and a quarter cited a drop in their productivity. Perhaps most importantly, 10% of the respondents resigned as a result of conflict. This was twice the level on which Professor Saundry and Professor Urwin based their 2021 analysis.
The Acas survey once again underlines the importance of managerial capability, with nearly a third of respondents experiencing conflict with their line manager. Crucially, as the Employment Rights Bill makes its way through Parliament, the main focus of employee-line manager conflict appeared to revolve around capability and performance.
Over the past five years, Professor Saundry and Professor Urwin have been working with Acas to find ways of helping line managers to prevent, manage and resolve conflict through the Skilled Managers research programme, which culminated in a collaboration with Acas to make online training more widely available through establishing a Conflict Management Skills short course. Now, the University and Acas will join forces again to fully understand the current cost of workplace conflict.
In his foreword to the report Acas Chief Executive Niall McKenzie said: “This survey brings fresh light to the causes of conflict and who is experiencing it, illustrating personal and organisational factors and industry differences. It is good to know that many people do seek informal resolution, but there are still too many who take no action in response to conflict, simply waiting for it to ‘go away’. The ability to grasp and resolve conflict is a key attribute of all managers and leaders, as exemplified in our Skilled Managers programme. It is concerning to see those with a disability reporting such high levels of conflict and there is a clear call to action for everyone to build more inclusive workplaces.”
Professor Peter Urwin, Director of the Centre for Employment Research at the University of Westminster, said: “This new evidence from Acas is invaluable in providing data on the experiences of employee and their managers in British workplaces. This will allow us to build on our previous work with Acas to produce a robust and updated analysis of the cost of workplace conflict. While we are just starting to dig deeper into the data, it is already clear that organisations, their managers and their employees face significant challenges in creating healthy and productive workplaces.”
Professor Saundry and Professor Urwin’s work alongside Acas contributes to the United Nations Sustainable Development Goals (SDG) 4: Quality Education, 8: Decent Work and Economic Growth and 10: Reduced Inequalities. Since 2019, the University of Westminster has used the SDGs holistically to frame strategic decisions to help students and colleagues fulfil their potential and contribute to a more sustainable, equitable and healthier society.
Find out more about the University’s Conflict Management Skills short course.
Learn more about the Centre for Employment Research at the University of Westminster.
Related articles
