Is Informality a Better ‘Fit’ in Small and Micro Businesses? An Example of Training in the Management of Workplace Conflict

Saundry, R., Urwin, P., Saundry, F., Latreille, P., Bowyer, A. and Kameshwara, K. 2026. Is Informality a Better ‘Fit’ in Small and Micro Businesses? An Example of Training in the Management of Workplace Conflict. International Small Business Journal. Advanced online publication. https://doi.org/10.1177/02662426261459990

TitleIs Informality a Better ‘Fit’ in Small and Micro Businesses? An Example of Training in the Management of Workplace Conflict
TypeJournal article
AuthorsSaundry, R., Urwin, P., Saundry, F., Latreille, P., Bowyer, A. and Kameshwara, K.
Abstract

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.

KeywordsWorkplace Conflict, Managers, small businesses
JournalInternational Small Business Journal
ISSN0266-2426
Year2026
PublisherSage
Publisher's version
License
CC BY-NC 4.0
File Access Level
Open (open metadata and files)
Digital Object Identifier (DOI)https://doi.org/10.1177/02662426261459990
Publication dates
Published online15 Jul 2026
ProjectSkilled Managers - Productive Workplaces
FunderESRC
Advisory, Conciliation and Arbitration Service (ACAS)

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Hedges, P.F. and Urwin, P.J. 2006. Comparing Business Students' Perceptions of their Skills and Abilities with Actual Performance: Does Over-Confidence Influence Progression to Level 5? European Association for Research on Learning and Instruction (EARLI) Conference 2006. Northumbria University

Undergraduate student perceptions of quantitative skills abilities, and subsequent performance in quantitative skills testing
Urwin, P.J. and Hedges, P.F. 2006. Undergraduate student perceptions of quantitative skills abilities, and subsequent performance in quantitative skills testing. in: Kyriakidou, N. (ed.) International reflections on education and business Athens, Greece ATINER. pp. 201-214

Age discrimination: legislation and human capital accumulation
Urwin, P.J. 2006. Age discrimination: legislation and human capital accumulation. Employee Relations. 28 (1), pp. 87-97. https://doi.org/10.1108/01425450610633082

Education and skills mismatch in the Italian graduate labour market
Di Pietro, G. and Urwin, P.J. 2006. Education and skills mismatch in the Italian graduate labour market. Applied Economics. 38 (1), pp. 79-94. https://doi.org/10.1080/00036840500215303

The impact of research and teaching quality inputs on the employment outcomes of postgraduates
Urwin, P.J. and Di Pietro, G. 2005. The impact of research and teaching quality inputs on the employment outcomes of postgraduates. Higher Education Quarterly. 59 (4), pp. 275-295. https://doi.org/10.1111/j.1468-2273.2005.00298.x

How do voice regimes influence conflict in the workplace?
Urwin, P.J., Michielsens, E. and Murphy, R. 2005. How do voice regimes influence conflict in the workplace? People Management. 11 (18).

Employee voice regimes and the characteristics of conflict: an analysis of the 2003 survey of employment tribunal applications
Urwin, P.J., Michielsens, E. and Murphy, R. 2005. Employee voice regimes and the characteristics of conflict: an analysis of the 2003 survey of employment tribunal applications. CIPD Professional Standards Conference. Keele, UK 27-29 Jun 2005

Measuring the returns to networking and the accumulation of social capital: are the yuppies networking?
Urwin, P.J., Jack, G., Sturgis, P. and Di Pietro, G. 2005. Measuring the returns to networking and the accumulation of social capital: are the yuppies networking? ESPE 2005: XIX Annual Conference of the European Society of Population Economics. Paris, France 16-18 Jun 2005

Identifying the returns to networking and social capital accumulation
Urwin, P.J., Jack, G., Sturgis, P. and Di Pietro, G. 2005. Identifying the returns to networking and social capital accumulation. Whither Social Capital? Past, Present and Future, An International Conference. London, UK 06-07 April 2005

The impact of the National Minimum Wage in low wage sectors: does the earnings top-up evaluation study add to our understanding?
Urwin, P.J., Jack, G. and Lissenburgh, S. 2005. The impact of the National Minimum Wage in low wage sectors: does the earnings top-up evaluation study add to our understanding? Royal Economic Society Annual Conference 2005. Nottingham, UK 23 Mar 2005

Student perceptions of quantitative skills abilities, and subsequent performance in quantitative skills training
Urwin, P.J. and Hedges, P.F. 2005. Student perceptions of quantitative skills abilities, and subsequent performance in quantitative skills training. 7th Athens Institute for Education and Research, International Conference on Education. Athens, Greece 20-22 May 2005

Measuring the impacts of widening participation projects: how do we identify the impact of programmes that aim to support progression for disadvantaged groups
Urwin, P.J. 2005. Measuring the impacts of widening participation projects: how do we identify the impact of programmes that aim to support progression for disadvantaged groups. Higher Education Academy Annual Conference 2005: Enhancing the Student Experience. Edinburgh, UK 29 Jun - 01 Jul 2005

Intergenerational mobility and occupational status in Italy
Di Pietro, G. and Urwin, P.J. 2003. Intergenerational mobility and occupational status in Italy. Applied Economics Letters. 10 (12), pp. 793-797. https://doi.org/10.1080/1350485032000081965

Measuring the impact of higher education quality inputs on the first destinations of graduates : do QAA aspect scores add to the explanation?
Urwin, P.J. and Di Pietro, G. 2003. Measuring the impact of higher education quality inputs on the first destinations of graduates : do QAA aspect scores add to the explanation? London, UK Westminster Business School, University of Westminster, commissioned by the British Brands Group.

Reconciling differences between the estimates of London jobs gained from Employer Surveys and the Labour Force Survey
Urwin, P.J. 2003. Reconciling differences between the estimates of London jobs gained from Employer Surveys and the Labour Force Survey. Greater London Authority.

How many futures for UK higher education?: strategic choices facing UK universities in light of the government's recent white paper
Urwin, P.J. 2003. How many futures for UK higher education?: strategic choices facing UK universities in light of the government's recent white paper. 5th Athens Institute for Education and Research, International Conference on Education. Athens, Greece 23-24 May 2003

Education and skills mismatch in the Italian graduate labour market
Di Pietro, G. and Urwin, P.J. 2003. Education and skills mismatch in the Italian graduate labour market. Royal Economic Society Annual Conference 2003. Warwick, UK 07-09 Apr 2003

High tech manufacturing and economic growth in the APEC region: how important is absorptive capacity?
Di Pietro, G., Kramer, S. and Urwin, P.J. 2002. High tech manufacturing and economic growth in the APEC region: how important is absorptive capacity? APEC Review. 9 (1), pp. 117-139.

Age and participation in vocational education and training
Taylor, P. and Urwin, P.J. 2001. Age and participation in vocational education and training. Work, Employment & Society. 15 (4), pp. 763-779. https://doi.org/10.1177/095001701400438198

The role of private employment agencies in placing the unemployed
Urwin, P.J. and Shackleton, J.R. 2001. The role of private employment agencies in placing the unemployed. London, UK House of Commons Employment Committee.

New deal for young people: national survey of participants: stage 2
Bonjour, D., Dorsett, R., Knight, G., Lissenburgh, S., Mukherjee, A., Payne, J., Range, M., Urwin, P.J. and White, M. 2001. New deal for young people: national survey of participants: stage 2. Sheffield, UK Employment Service. https://doi.org/EmploymentServiceResearchandDevelopmentReportESR67

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