University of Westminster
Managing people is tough. Most managers aren’t trained for the tricky stuff—difficult conversations, workplace conflict, and keeping teams happy while getting results. And that’s a big problem. Poor management is an important driver of low productivity, and workplace conflict alone costs UK businesses a staggering £30 billion(!) per year.
Making the case for conflict confidence
Research conducted by leading academics from the Universities of Westminster and Sheffield, consistently found that a lack of confidence in handling tough conversations led to avoidance, leaving problems to escalate. Together with the UK’s Advisory, Conciliation and Arbitration Service (Acas), the researchers believed that with the right training, managers could learn to handle conflict constructively.
However, without hard evidence, it was hard to convince organisations to invest in upskilling their line managers. Therefore, with support from the Economic and Social Research Council, they developed the Skilled Managers research programme to answer two key questions. Can a learning intervention boost the conflict confidence of line managers? Will improved conflict management skills translate into concrete benefits for organisations?
Building the team
The collaboration between the University of Westminster and Acas was built on a shared commitment to improving workplace conflict resolution. Both organisations recognised a growing need for a scalable, accessible solution that could reach more managers—especially in small and medium-sized enterprises (SMEs). Their partnership was a natural fit, combining Westminster’s academic expertise in employment relations with Acas’s extensive experience in workplace dispute resolution.
The perfect team
Their deep understanding of the challenges UK managers faced—backed by real-world data—made them the perfect team to design a programme that was both research-driven and highly practical. By combining Westminster’s research on management effectiveness with Acas’s hands-on approach to workplace conflict, they aimed to create a training solution that truly made a difference.
By April 2019, after extensive research and development, they had built a new face-to-face training intervention and recruited managers and organisations to pilot the programme. Everything was in place. Then, just as they were ready to launch, the unexpected happened…
A rocky start
The teams at The University of Westminster and Acas were ready to roll out their in-person training—then the COVID-19 shut everything down overnight.
Suddenly, their carefully designed, face-to-face approach was no longer an option. They had to rethink everything from the ground up, facing a major setback. But instead of giving up, they saw a new opportunity: going digital. The only problem? They had limited experience with developing e-learning.
“The early iterations of the online course were, quite frankly, pretty terrible – but that forced us to get creative and really focus on what worked.”
New opportunities
Before the pandemic, their in-person training was highly interactive, filled with real-world examples and hands-on practice. Moving it online was not going to be easy, but the crisis provided new opportunities— the possibility of reaching many more organisations and managers while being able to gather much more detailed evaluation data. But, one challenge remained – how could they move online without losing the core benefits of face-to-face learning? And that’s when they discovered aNewSpring—the turning point that changed everything.
Turning theory into action
With the help of aNewSpring, the University of Westminster turned their face-to-face programme into Skilled Managers: Productive Workplaces—an online course designed to give managers real-world skills they could actually use. Instead of dry lectures, they built an interactive and flexible learning experience that fit into managers' busy schedules.
Inmisceo, an edtech company and a strategic partner of aNewSpring, played a key role in shaping the course content and turning it into a clear, practical and engaging journey. Their expertise helped ensure the learning experience was not only accessible, but directly relevant to the real challenges managers face in the workplace.
Skilled Managers Training Programme - Online learning platform
The Skilled Managers training programme was designed as an online solution to improve workplace conflict management skills among UK managers. The research involved over 1,000 managers and 7,000 staff across various organisations. The goal was to provide a flexible, engaging way for managers to enhance their conflict resolution skills without disrupting their daily responsibilities.
Forget dull PowerPoint slides. This course used real-world case studies, role-playing scenarios, and gamified elements to make learning stick. Managers got personalised feedback on their conflict management style. The training was designed to be flexible, so both small and large organisations could access it without disrupting daily operations. To ensure long-term impact, they also received a 12-month online toolkit packed with practical resources. Built-in analytics allowed organisations to track progress and identify behavioural changes over time.
Platform features and implementation
The online platform was packed with features aimed at delivering a comprehensive and interactive learning experience. Key aspects included:
Short videos, scenarios, and simulations: The course could be completed in around 3 hours, making it concise and manageable for busy professionals.
Flexible access: Managers could progress through the course at their own pace, accommodating unpredictable schedules.
Mobile access: The training was available via a tablet or smartphone app, ensuring easy access on-the-go.
Virtual instructor: Content was delivered directly by an instructor on camera, making the experience more personal and engaging.
Interactive scenarios and knowledge checks: These elements helped reinforce learning and keep learners engaged.
Online toolkit: A range of resources was provided to support managers after the course, offering continued guidance.
Key Benefits
Accessibility and flexibility
Managers appreciated the platform’s flexibility. With the ability to start and stop the course whenever needed, learners could fit the training around their busy schedules. This feature was particularly useful in industries like healthcare, where work patterns can be unpredictable.
Engagement tracking
The online format allowed for precise tracking of engagement and learning progress. This included:
Monitoring responses to questions and scenarios
Tracking the time spent on the course
Measuring completion rates
These insights helped assess how well managers were engaging with the material and how effective the training was.
Integrated Learning experience
The platform offers more than just lessons. It provides a full integrated learning experience:
Links to organisational procedures and guidance: This ensured that the training was relevant to each manager’s specific workplace context.
Downloadable templates and planning tools: Managers could apply their learning
immediately, using practical tools to support conflict resolution.
Real-time messaging with tutors: Support was always available for managers needing additional guidance.
1:1 video coaching sessions: Personalised coaching further improved the learning experience.
Measurable impact and real change
The outcomes were positive and significant. Small businesses, in particular, saw the most impact. Many managers were initially sceptical, but their feedback after completing the course told a different story.
One manager shared: "I found the whole course useful seeing as this is my first management role. Having never dealt with these types of situations, I found the scenarios particularly helpful."
Another, with over 25 years of experience, admitted: "I really wasn't sure that I would get much insight... However, I was very wrong. I thoroughly enjoyed each exercise, especially the few instances where the software cited that I had provided an incorrect answer."
“Managers didn’t see the programme as a tick-box exercise – they saw value in it, and that made all the difference.”
Proven results
The programme wasn’t just a hit with learners—it was backed by research. The course was tested in a large-scale, ESRC-funded randomised controlled trial involving 24 organisations and over 1,000 managers. The results showed that managers who completed the course felt more confident tackling tough workplace situations, managing conflict, and leading their teams effectively.
Organisations reported fewer workplace disputes, better team morale, and even a ripple effect where trained managers shared insights with their colleagues. The companies that saw the biggest improvements were those where leadership actively supported the programme.
One manager summed it up: "The course gave me space to reflect on my leadership skills. The delivery and the ability to start and stop when I needed to fit around my schedule were really valuable."
Results in numbers:
80% completion rate among managers who were invited to participate in the main study.
84% of managers provided positive feedback on the course, highlighting satisfaction with the content and delivery method.
8 out of 10 managers from micro and small organisations intended to implement changes in their management approach following the training.
Notably, 4 out of 10 managers had already started applying their new skills even before completing the course.
“We now have solid evidence that soft skills can be taught online, and that doing so can have a real impact.”
From doubt to success in online soft skills
People have doubted that soft skills could be taught online. This course proved otherwise. By blending digital learning with coaching and practical tools, aNewSpring helped create a programme that didn’t just teach theories—it changed behaviours. Adaptive learning paths let managers practice tough conversations in a risk-free environment before applying them in real situations. Built-in tracking let organisations see exactly how their teams were improving.
Cost-effectiveness
One of the standout benefits of the platform was its cost-effectiveness. It delivered high-quality training at scale, making it particularly appealing in a research landscape and presents opportunities for use in sectors with less funding and smaller budgets. By training entire management teams simultaneously, the platform can allow organisations to improve their culture and skillset without breaking the bank. This approach not only saves time but also offers long-term value by equipping managers with practical conflict management tools.
In conclusion, the Skilled Managers training programme effectively combined flexibility, engagement, and impact, all while remaining scalable for a variety of organisations.
What's next?
But it doesn't stop here. University of Westminster and Acas are using learner feedback and data insights to refine the course even further, developing a commercial version of the course used in the ESRC research and are now looking at expanding into other areas of employment law and practice.
For managers struggling with workplace conflict, this course has been a game-changer. And for training providers wondering if soft skills can be effectively taught online, this case proves that with the right platform, it’s not just possible—it’s transformative.