How do leading organisations resolve conflict and transform workplace culture?
Through expert training, strategic partnerships, and proven frameworks that deliver measurable results. From global pharmaceutical companies to major telecoms providers, CEDR helps organisations build internal capability to manage conflict effectively, reduce escalations, and strengthen relationships.
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Results that matter
- Resolution times reduced by up to 80%
- Complaint backlogs cut by 90%
- External escalations down by nearly 40%
- Teams equipped with skills that transform performance
Explore our case studies button linked down to sections
What outcomes can organisations achieve with CEDR?
Measurable Impact Across Sectors
Faster Resolutions Vodafone UK reduced average resolution time from 22 days to just 4 days, enabling their specialist care team to serve customers more effectively and reduce frustration.
Fewer Escalations Through skilled conflict engagement, Vodafone cut external adjudication referrals by 39.6% within the first year, saving time and resources while improving customer relationships.
Reduced Backlogs When teams gain confidence in handling difficult conversations, results follow. Vodafone's customer queue dropped from 3,000 to 300 in the first year of their programme.
Cultural Transformation Sanofi built a professionally diverse 21-person ombuds team across 100+ countries, creating a trusted environment where employees feel safe raising concerns before they escalate.
Internal Capability Channel 4 certified 10 employees as workplace mediators, enabling them to resolve conflicts early and reduce the need for costly legal processes.
Trusted to Resolve Conflict at Any Scale
With over 30 years of experience - our mediators, consultants and systems are trusted across jurisdictions to handle high volumes, complex disputes, and sensitive processes, all with independence, impartiality and integrity.
From individual disputes to multi-party complaints schemes and industry-wide programmes, we’re built for scale and precision.
Accredited by leading bodies including Ofcom and the Civil Mediation Council, recognised for our independence, impartiality, and process integrity.
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Sanofi UK
Sanofi partnered with CEDR to develop an internal ombuds service that encourages reporting of unethical behaviour whilst reducing resource-intensive investigations.
How do you create a speak-up culture across 90,000 employees in 100+ countries?
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Challenge:
Creating a professionally and culturally diverse ombuds team equipped to handle issues ranging from minor concerns to serious allegations with high emotional stakes.
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Solution:
- Developed competency framework and assessment criteria
- Selected candidates through role-play scenarios
- Delivered intensive 3-day skills training with individual coaching
- Created the Ombuds Office Charter to secure buy-in
- Provided ongoing learning reviews post-launch
Results within one year:
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A trusted, credible ombuds function that prevents escalation whilst ensuring concerns are handled sensitively and effectively.
Vodafone UK
Vodafone UK built a team of 100 Specialist Customer Care Managers dedicated to the most challenging cases. They partnered with CEDR to equip their team with practical conflict engagement skills.
How do you turn around customer service performance when handling the most complex complaints?
Challenge:
Escalated complaints, deteriorating customer behaviour post-pandemic, and Ofcom data showing room for improvement across key metrics.
Solution:
- Interactive training emphasising real-life roleplay scenarios
- Framework for preparing and opening difficult conversations
- Active listening techniques to uncover root causes
- Coaching on managing emotions and building rapport
- Problem-solving skills for crafting acceptable solutions
Results within one year:
- Customer queue:
3,000 → 300 - Resolution time:
22 days → 4 days - External referrals: reduced by 39.6%
- Training satisfaction: 89% rated 'Excellent'
Channel 4
Channel 4 identified the need to strengthen their ability to manage workplace conflict proactively by developing mediation skills within their People Team.
How do you prevent workplace conflicts from becoming time-consuming legal issues?
Challenge:
Workplace relationship issues have the potential to disrupt productivity and escalate into expensive legal processes without early intervention.
Solution:
- Intensive 4-day mediation certification programme
- Core skills training: active listening, managing emotions, conflict styles
- Simulated role-plays mirroring real workplace scenarios
- Personal coaching and feedback for confidence building
Results within one year:
- 10 certified workplace mediators ready to resolve informal conflict and support a culture of open dialogue across the organisation
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Who benefits from CEDR's expertise?
Industries We Serve
Telecommunications
Transform customer complaint handling with conflict engagement skills that reduce escalations and resolution times.
Pharmaceuticals & Healthcare
Build speak-up cultures and ombuds services that manage concerns sensitively across global operations.
Media & Broadcasting
Develop internal mediation capability to resolve workplace conflicts early and maintain productivity.
Professional Services
Equip client-facing teams with skills to navigate difficult conversations and strengthen relationships.
Financial Services
Reduce regulatory complaints and improve customer outcomes through skilled conflict resolution.
Public Sector
Build capability across diverse teams to handle complex stakeholder relationships and disputes.
Real Skills, Real Results
Practical, Not Theoretical
Every programme emphasises roleplay, simulation, and real-life scenarios. Participants practice under pressure with live coaching so skills embed long-term.
Customised to Your Context
Whether you're handling customer complaints, workplace disputes, or global speak-up concerns, we tailor programmes to your specific challenges and culture.
Proven Track Record
With 35+ years of experience resolving over 14,000 disputes and training thousands of professionals, CEDR understands what works in practice, not just in theory.
Ongoing Support
Training is just the beginning. We provide competency frameworks, assessment criteria, and ongoing learning reviews to ensure continued development.
Expert Delivery
Learn from practising mediators who handle complex disputes daily, bringing real-world insight and credibility to every programme.