CASE STUDY IMPERIAL LONDON HOTELS Imperial London Hotels has been able to overturn a culture of conflict and drastically reduce the number of grievances raised in the business, thanks to the introduction of an alternative approach to resolution. The new approach to managing conflict has also been the catalyst for a shift towards a culture where dialogue and collaboration are at the heart of all the company’s core processes, from customer service to people management. Company: Imperial London Hotels Industry: Hotel & Leisure Objective: Developing a resolution culture THE UK’S LEADING CONFLICT MANAGEMENT & LEADERSHIP DEVELOPMENT CONSULTANCYImperial London Hotels is a 180-year-old independent family business. It has a 1,200 strong diverse workforce, spread across a group of seven centr

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