Workplace Conflict in Ireland: Mediation, the WRC and a Manager's First Steps

When two colleagues stop working well together, a manager in Dublin or anywhere else in Ireland usually has to act before anyone has written a formal complaint. This guide covers workplace conflict, mediation and the Workplace Relations Commission (WRC) from a manager's point of view. It sets out what the official pages say about the routes available, and then offers practical first steps, which are our suggestions and not legal requirements. It is general information, not legal advice.

Start with the procedures you already have

Most workplace disagreements are first handled inside the organisation. The WRC publishes the Code of Practice on Grievance and Disciplinary Procedures, declared by S.I. No. 146 of 2000 (the WRC page says the declaring order was signed on 26 May 2000). The code says the essential elements of any procedure are that it is rational and fair, and that procedures must comply with the general principles of natural justice and fair procedures. It describes an approach where an issue goes first to the immediate manager, who should try to resolve it, possibly informally, and then moves through further stages if needed. Those further stages can include senior management, HR or industrial relations staff, employee representation and, in some cases, an internal or external third party. Our guide to the grievance and disciplinary code of practice goes through the whole code, so we only draw on the parts that matter for conflict here.

Bullying has its own code. According to a WRC press release dated 3 February 2021, the joint WRC and Health and Safety Authority Code of Practice on the Prevention and Resolution of Bullying at Work took effect on 23 December 2020 and replaced earlier separate codes. The release says that failing to follow the code is not an offence in itself, but that it is admissible in evidence before the courts, the Labour Court and the WRC. Citizens Information (page last edited 31 March 2025) describes bullying as repeated inappropriate behaviour that undermines a person's dignity at work, and says a single isolated incident does not count as bullying. Our post on the bullying code of practice and complaint process covers that route in more detail.

A practical point follows from this. A personality clash, a dispute over workload and an allegation of bullying can look alike at the start. Our suggestion: do not decide the label too early. Listen first, then work out which procedure, if any, the situation belongs in.

What mediation is, according to the official pages

Citizens Information (page last edited 11 August 2026) describes workplace mediation as a voluntary way to settle workplace disagreements, mainly between individuals or small groups. It describes the WRC service as a confidential service that gives employees and employers in dispute a chance to work with a mediator. Key points from that page:

• Both sides must agree to take part, and either party can leave at any stage.
• The mediator does not make decisions. The page says the mediator helps both parties understand each other.
• The WRC chooses between telephone and face-to-face mediation. In person, the mediator usually meets each party separately and may later hold a joint meeting.
• The process is confidential unless the parties agree otherwise.
• If the parties reach agreement, the mediator drafts terms that both sides review before signing. The page says the final agreement is legally binding and can be enforced through the courts.
• If there is no agreement, other processes such as formal adjudication would have to be used.

The same page says the WRC offers mediation for employment rights complaints, for unequal treatment and discrimination claims, and for internal workplace issues. The examples it gives of internal issues include personal differences or people having problems working together, breakdowns in working relationships, and grievance and disciplinary matters. Requests can be made through an online form, by email or by post.

Two different WRC mediation routes

It helps managers to separate two situations that both use the word mediation.

Mediation of an employment rights complaint. The WRC page on mediation for employment rights says the WRC may offer mediation under the Workplace Relations Act 2015 to help resolve complaints early, without adjudication. It says availability depends on factors such as resources, and a complaint can only be referred to mediation if both parties agree. The WRC's main mediation page says a respondent is first asked whether they are willing to take part, and that someone completing the online complaint form can choose the mediation option. The employment rights page adds that communications, records and notes from the mediation are confidential and cannot be disclosed in later hearings, investigations or court proceedings, apart from proceedings about breaching the agreed terms. If the matter is resolved, the terms are recorded in writing and signed, and a breach can be enforced in a competent court. If it is not resolved, the Director General refers the complaint to an Adjudication Officer. The page gives no timeframes and shows no last-updated date.

Mediation of an internal workplace issue. This is the Citizens Information description above: a way to work through a relationship problem before or alongside formal procedures. The pages we read do not say how long it takes or what it costs.

Where mediation fits with the formal procedures

On bullying, Citizens Information says the WRC offers mediation if both parties agree. It sets out an informal route (telling the person that their behaviour is unacceptable, or raising it with a manager, HR or a contact person named in the policy) and a formal route through the employer's complaint process, which should explain how complaints are investigated and who handles them, with confidentiality maintained. It also says both the person complaining and the person complained about may bring a trade union representative or a colleague to meetings, and that the policy should include an appeal process.

The pages we read do not say that mediation must come before a formal complaint, or that it replaces one. We could not read the full text of the 2021 bullying code itself, so we do not describe what it says about mediation. Check the code directly if you are relying on a particular step.

First steps for a manager (our suggestions)

The following is a practical approach, not a legal checklist. Adapt it to your own policies.

• Listen and write down the facts. Make a short, dated note of what each person says, in their own terms. Avoid labelling behaviour as bullying or harassment in your own notes unless a complaint has been made under that policy.
• Check which policy applies. Look at your grievance, dignity at work and anti-bullying policies. If you are unsure, ask HR or a senior colleague before you promise anything.
• Stay impartial. The grievance code talks about a fair and impartial determination. If you are part of the problem, or close to one party, say so and ask someone else to take the lead.
• Try an early, informal conversation. The code expects the immediate manager to try to resolve matters first. Speak to each person separately, then decide whether a joint conversation is sensible.
• Offer options. Explain that internal mediation, an external mediator, or the WRC service may be available, that all depend on both sides agreeing, and that no one has to decide on the spot.
• Agree ground rules for any mediation. The WRC pages describe its own process as confidential. For an internal process, agree in advance what will be shared, with whom, and what will be recorded.
• Keep a record of what you did and when. The code says a good procedure needs adequate records.
• Know when to formalise. If the situation involves an allegation of misconduct, a safety concern or a formal complaint, mediation is unlikely to be enough on its own. Our guide to disciplinary investigations and suspension explains the fair procedures that apply at that stage.
• Follow up. Check back with both people after a few weeks and note whether things have improved.

Time limits and risks to be aware of

Citizens Information says a bullying complaint to the WRC must be made through its online complaint form within 6 months, which can be extended to 12 months where there is reasonable cause for the delay. It also says that if bullying forces someone to resign, they may be able to claim constructive dismissal, and advises getting legal advice before leaving a job. These time limits are for the complaint route; they are not deadlines for you to offer mediation. Check the current page for the position on the day, as pages are updated.

Our suggestion: do not let an informal process drag on. If a person has raised a concern and nothing has visibly happened for weeks, that gap can damage trust and may leave the employer exposed later.

Dublin teams and practical logistics

The law and the WRC process are national, so nothing here is specific to Dublin. In practice, a manager in a Dublin office should think about where a conversation takes place, who can overhear it, and whether both people can attend without being seen to be summoned. For a team split across sites or working remotely, the WRC pages say mediation can be held by telephone or face to face, which may help.

Learnsignal's offices are off Baggot Street in Dublin, and we offer in-person training from there. For current details, see our CPD pages.

Frequently asked questions

Can a manager require two employees to go to mediation?

The Citizens Information and WRC pages we read describe mediation as voluntary, with both parties agreeing and either free to leave at any stage. They do not describe any power to compel participation. A manager can invite and encourage, but should not present it as an order.

Is what is said in mediation confidential?

The WRC pages describe its process as confidential. Citizens Information says confidentiality applies unless the parties agree otherwise. For an internal process that the WRC is not running, agree the ground rules at the start.

Is a mediated agreement binding?

Citizens Information says the final agreement from WRC mediation is legally binding and can be enforced through the courts. The WRC employment rights page says the terms are binding and a breach can be enforced in a competent court. Neither page covers informal internal agreements, so treat those as a matter to check with your own advisers.

Does mediation stop the time limits for a WRC complaint?

The pages we read do not say. If time limits may be close, check the current WRC and Citizens Information pages or take advice.

Where can I find the WRC mediation service?

Citizens Information says requests can be made through an online form, by email or by post. Check the WRC website for the current contact details.

Handling conflict early, impartially and with a written trail is the thread running through the official sources, and mediation is one tool among several rather than a substitute for your procedures.