{
  "schema": "vedokrok.public-item.v1",
  "release_id": "MHC-RPUB-20260920-75ad787a",
  "url": "/knowledge/escalate-the-process-when-informal-repair-keeps-failing",
  "id": "MHC-D-RESEARCH-0769",
  "version": "0.1.0",
  "title": "Escalate the process when informal repair keeps failing",
  "summary": "Persistence is not always solved by having the same conversation more carefully.",
  "kind": "concept",
  "body": "If informal steps repeatedly fail, reassess the route. Preserve the factual record, previous agreements and follow-up results. Use the organisation's formal, mediation, specialist or management process that fits the issue rather than restarting from zero.",
  "limits": [
    "Urgent safety, harassment, discrimination, retaliation or other serious concerns may require immediate specialist/formal handling rather than any informal attempt."
  ],
  "topics": [
    "union-conflict-repair-and-difficult-conversations"
  ],
  "intents": [],
  "source_ids": [
    "RS-238B773208C6C05E",
    "RS-954D79498B0A3A0A",
    "RS-2765C97B7512B7C4"
  ],
  "evidence": [
    {
      "claim": "Acas guidance says workplace problems can often be raised informally first, while unresolved or sufficiently serious issues may require a formal route.",
      "source_id": "RS-238B773208C6C05E",
      "role": "supports",
      "note": "The correct route depends on seriousness, policy, jurisdiction and safety; informal resolution is not a universal first step.",
      "locator": "How to raise a problem"
    },
    {
      "claim": "Acas recommends that agreed next steps be clear, specific and measurable and that the parties later check whether the problem is actually resolved.",
      "source_id": "RS-954D79498B0A3A0A",
      "role": "supports",
      "note": "A measurable action does not guarantee relationship repair or fairness.",
      "locator": "Keep a record; Following up"
    },
    {
      "claim": "Acas describes mediation as an impartial, voluntary and confidential process aimed at helping the parties reach their own future-focused solution rather than deciding who was right in the past.",
      "source_id": "RS-2765C97B7512B7C4",
      "role": "supports",
      "note": "Mediation is not suitable or available for every dispute and is not a substitute for required formal procedures.",
      "locator": "What mediation is; how mediation can help"
    }
  ],
  "use_when": [
    "The same workplace problem returns after direct discussion or informal agreements."
  ],
  "avoid_when": [
    "Urgent safety, harassment, discrimination, retaliation or other serious concerns may require immediate specialist/formal handling rather than any informal attempt."
  ],
  "example": "A repeated ownership conflict survives two agreed fixes; the team brings the written history to the governance owner instead of scheduling a third identical chat.",
  "check": "The new route is chosen because of evidence from prior attempts, not simply because emotions rose.",
  "sources": [
    {
      "id": "RS-238B773208C6C05E",
      "title": "How to raise a problem",
      "url": "https://www.acas.org.uk/how-to-raise-a-problem-at-work"
    },
    {
      "id": "RS-954D79498B0A3A0A",
      "title": "Dealing with a problem raised by a worker",
      "url": "https://www.acas.org.uk/dealing-with-a-problem-raised-by-an-employee"
    },
    {
      "id": "RS-2765C97B7512B7C4",
      "title": "What mediation is and how it can help",
      "url": "https://www.acas.org.uk/mediation"
    }
  ],
  "relations": [],
  "collections": [
    {
      "id": "RC-0370844062EBEB45",
      "title": "Handle a work conflict as a problem to resolve, not a verdict to win",
      "url": "/collections/handle-a-work-conflict-as-a-problem-to-resolve-not-a-verdict-to-win"
    }
  ]
}