Is informality a better ‘fit’ in small and micro businesses? An example of training in the management of workplace conflict

This article examines whether online managerial training can strengthen informal approaches to workplace conflict resolution in small and micro businesses. Current government policy seeks to boost the performance of small firms by promoting structured people management and dispute resolution practices. However, employment relations in small firms are typically personal and informal, highlighting the need to improve the quality of everyday managerial interactions. We analyse two linked evaluations of a training intervention promoting proactive, collaborative responses to workplace problems: a before-and-after study in 38 micro and small firms, and a parallel cluster randomised controlled trial in 24 larger organisations. Findings show positive shifts in conflict management styles and improved staff experience indicators, especially those directly related to workplace conflict. Effects were strongest in smaller organisations. Overall, the results underline the importance of aligning management interventions with the culture and relational dynamics of smaller firms. The study highlights practical implications for policy and training design in small business contexts.