Escalation | Managers ill-equipped & lacking confidence to handle complex HR cases

More than half of organisations say their managers are not confident handling people issues, driving unnecessary escalation and contributing to rising employment tribunal claims.

The research, conducted among UK organisations by WorkNest, found that 56% say their managers are not very or not at all confident when it comes to dealing with people issues. At the same time, more than two thirds (68%) report that people matters have escalated due to delays or poor handling, while 43% say they have faced an employment tribunal claim at some point as a result of a people issue.

The findings point to a widespread lack of structure in how organisations manage employee relations. One in three organisations (33%) say people issues are handled informally, without a clear or consistent process, while 28% admit that people issues are not always addressed at all.

WorkNest - which supports employers in strengthening their ER capability through pragmatic employment law advice, hands-on HR support and targeted manager training to help reduce risk, control costs, and prepare for the impact of SSP reforms - warns that this inconsistent and reactive approach is increasing the likelihood that routine people issues will spiral into formal disputes, placing growing pressures on managers, HR teams and business leaders.