BT is one of the world’s leading communications companies, serving the needs of customers in the UK and in more than 170 countries worldwide. In 2008, The TCM Group was invited to develop a pilot mediation scheme within BT Retail including the provision of accredited mediator training. BT reported a saving of in excess of £1M during the pilot. In 2010, BT rolled mediation out across the entire group covering all 100,000 employees.

"Over the past two years, mediation has made a significant contribution to our business. By working with TCM to train a team of internal mediators, we have already cut the cost of conflict by many hundreds of thousands of pounds." 

Carole Russell, Head of Employee Relations
BT Retail

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Retail giant turns to mediation

This household name employs over 75,000 people in the UK and abroad, it operates 600 UK stores, plus an expanding international business. Prior to approaching TCM, M&S had already been using mediation to resolve workplace disputes. However, they were keen to extend their mediation scheme and they wanted a professional partner to support the development of mediation for all M&S employees. TCM were chosen and to date, we have trained accredited mediators and provided dispute resolution support to help embed mediation within the companies culture.

"TCM has delivered an excellent training programme bespoke
to our business needs"

Philip Edwards, Employee Relations Manager
Marks & Spencer Plc

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In August 2009 The TCM Group were invited to set up a mediation scheme across the Topshop and Topman brands. In 12 months, the number of grievances was reduced by a staggering 50%. As a result, in 2011, the mediation scheme was extended to cover all brands across the Arcadia Group. In recognition of their upstanding achievements, Topshop and Topman were nominated for the coveted Personnel Today award for Innovation in Dispute Resolution.

“David and his team were invaluable in assisting Arcadia to set up our internal mediation service."

Paul Forrest, Head of Employee Relations, Arcadia Group

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Lloyds Banking Group plc provides banking and financial services to personal and corporate customers.Lloyds' extensive operations span the globe including the US, Europe, Middle East and Asia. The company employs more than 100,000 employees and is headquartered in London. The TCM Group has established an Internal Mediation Scheme within Lloyds Banking Group and delivered internal mediator training. 

"This has been the most incredible experience, 
both professionally and personally.
 I found the course inspirational, motivational, simply captivating."

 Belinda Garrett, HR Consultant
Lloyds Banking Group

Ofcom is the communications regulator. They regulate the TV and radio sectors, fixed line telecoms and mobiles, plus the airwaves over which wireless devices operate.

In 2009, Ofcom invited The TCM Group to set up and run a mediation and dispute resolution service for all Ofcom employees.

"David has worked with us to set up an in house mediation service within Ofcom. We have been impressed with the way David and TCM have worked with us to understand our organisation and tailor the service they provide accordingly. This has led to some creative solutions which have been well received within the business."

Robert Smith, Head of HR
Ofcom
 

For over three quarters of a century American Airlines has been a global leader in the airline industry. They fly to over 250 cities in over 40 countries. AA wanted to develop a more effective system for resolving workplace disputes. Having undertaken an extensive analysis of the mediation market, AA commissioned TCM to establish their internal mediation scheme. This included setting up systems for co-ordinating the mediation scheme plus training a team of 12 internal mediators to an accredited standard.

"I wanted to thank you for the excellent mediation training that you delivered to us the other week. The feedback and post training discussion have all been extremely positive, in fact, one delegate said it was the best training they had ever received"

Liz Godden, HR Consultant at AA

 
Organisation Overview

The Law Society represents solicitors in England and Wales. From negotiating with and lobbying the profession's regulators, government and others, to offering training and advice, The Law Society is here to help, protect and promote solicitors across England and Wales. The TCM Group delivered bespoke in-house 'Practical Mediation Skills' training during October 2011.

"One of the most useful courses I have attended in the past two years. It was challenging , interactive and thought provoking
but the most impressive factor was the trainer's expertise."

Loah Lee, Senior Business Partner
The Law Society

Leanne Morris, Regional HR Manager

With more than 2600 lawyers Norton Rose offers a full business law service to many of the world's pre-eminent financial institutions and corporations from offices across Europe, Asia Pacific, Canada, Africa and the Middle East.

Norton Rose wanted to offer their employees an alternative to the traditional grievance procedure for resolving workplace disputes. In November 2011, TCM was invited to design and deliver innovative mediation skills training for the HR and ER teams within Norton Rose.
 

An innovative campus mediation scheme.

In line with many other UK Universities, Nottingham University wanted to set up an innovative programme for resolving campus disputes. They chose TCM due to the extensive experience that we have within the Higher Education Sector. TCM was commissioned to set up an internal mediation scheme along side providing training for dignity advisers.

" A stimulating and challenging course that blended theory and practice very effectively. Very well structured and facilitated, the balance between theory and practice was very good" 

Peter McCracken, HR Director
The University of Nottingham

The Metropolitan Police Service is famed around the world and has a unique place in the history of policing. It is by far the largest of the police services that operate in greater London. The TCM Group delivered 'Early resolution skills' training in order to help the Metropolitan Police tackle complaints and disputes within the organisation but also with the local community.

"David, can I say a big thank you again
for the excellent two day course. It was by far the best course
I have been on, in 29 years of Policing."    

Inspector T.Mitchell, Professional Standards Manager
London Metropolitan Police

The Royal Free Hampstead NHS trust is a high-performing trust with some of the best clinical outcomes in the country. The trust has around 900 beds and sees about 700,000 patients a year from all over the world. They employ around 5,500 people and have a turnover of about £550m. The TCM Group has been working with the Royal Free Hampstead NHS, delivering a variety of mediation training courses since 2008.

"I feel very privileged to have been on this course. I have learnt so much and am delighted about the knowledge gained. This course has definitely enhanced my listening and mediation skills."  

Pam Nyamadzawo, Ward Manager
The Royal Free Hampstead NHS trust
 

The Local Government Employers represents the interests of 375 local authorities in England and Wales as employers and has a key role in providing the main interface between employers and trade unions for consultation and negotiations on pay, pensions, workforce issues and social partnership. In February 2011 The TCM Group delivered our 'National Certificate in Workplace Mediation' training.         

"This was an excellent course delivered really well by Thomas - stimulating, challenging and really good in terms of relevance and self development.The course clearly defines what mediation is and equips you with the skills to do it."

Sarah Messenger, Service Director
The Local Government Employers