How the National Theatre Lowered the Barrier to Speaking Up

In the world of the performing arts, the National Theatre stands as an institution of creativity and excellence. Yet, behind the curtain of any organisation, the true measure of success lies in the wellbeing and safety of its people. For Sarah Dean, the National Theatre’s People Policy and Engagement Partner, creating a safe environment meant tackling a common but significant hurdle: the daunting nature of formal HR processes.

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Speaking with Gemma McCall, CEO of Culture Shift, Sarah shared how the National Theatre moved away from an intimidating grievance-first mindset towards a more accessible speak up culture. By implementing Report + Support™, the National Theatre has successfully lowered the barrier for reporting unacceptable behaviour, ensuring that issues are caught long before they escalate.

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The problem with grievance

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For many employees, the word ‘grievance’ carries a heavy weight. It implies a formal confrontation that many would rather avoid than initiate. Gemma McCall noted during the conversation that the very language we use in HR can often be the biggest barrier to resolving workplace issues.

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"The language around grievance turns the heat up," Gemma explained. "It raises the bar, and people don't really want to do that. They just want the behaviour to stop and for a conversation to be had informally so that that behaviour is adjusted or stops."

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Sarah Dean agreed, noting that when the National Theatre began revamping their Dignity and Respect at Work policy in early 2024, their primary goal was to demystify the process. They wanted to move away from the pressure of a formal hearing.

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"We wanted to move away from that immediate question of, 'Are you raising a formal grievance?' Instead, we wanted people to feel they could simply tell us what was happening and we'd take the appropriate action. We've done a lot of work around that because I think it makes the whole process feel much less intimidating."

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Lowering the barrier to entry

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A core part of the National Theatre’s strategy was making it as easy as possible for someone to report an incident, regardless of their role or location. Whether it is a front-of-house staff member, a performer in a rehearsal room, or a freelancer on a short-term contract, the route to support needed to be clear and immediate.

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The National Theatre achieved this by embedding the Report + Support™ system into the physical and digital fabric of the building. Sarah described how they used everything from QR codes on the back of staff lanyards to posters in rehearsal rooms. The message was simple: this is for you, and you can report at any time.

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This accessibility is particularly vital for those who might feel vulnerable, such as freelancers. As Sarah pointed out, there is often a fear among temporary staff that speaking up will lead to them being singled out as a troublemaker. By providing an anonymous reporting option that is clearly explained through a flow diagram and FAQs, the National Theatre was able to provide the reassurance needed to overcome that fear.

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The surprising rise in face-to-face conversations

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You might assume that introducing a digital reporting tool would reduce the amount of direct contact between staff and the People team. However, the National Theatre found the opposite to be true. By providing a secure, anonymous way to report, they actually opened the door to more direct conversations.

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"Interestingly, our face-to-face 'can I just have a word' type conversations, have gone up," Sarah revealed. "It has created a positive speak up culture."

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This shift is a testament to the fact that a reporting tool (if used correctly) can be a catalyst for cultural change. When people see that an organisation is invested in a high-quality, secure system, they feel more confident that their concerns will be taken seriously, whether they submit them through the platform or bring them up in person.

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Gemma McCall highlighted the importance of this proactive approach. "The focus on speak up or tell someone is where we need to be if we are going to proactively prevent misconduct. Otherwise, we are always going to be at the thorny end of grievances. Once it’s there, that’s when it’s really difficult to turn a relationship around."

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Building trust through transparency

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A key takeaway from the National Theatre’s experience is that stakeholder buy-in is not a one-off event, but a continuous process of engagement. Sarah emphasised the importance of involving IT, legal teams, and unions from the very beginning. 

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Reviewed by their in-house cybersecurity expert, Report + Support™ received a risk assessment that was “above and beyond” the expectations of a reporting platform. 

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"That was really helpful to then be able to get that buy-in and to reassure everyone that if you report anonymously, you really are anonymous."

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This transparency extended to the staff and freelancers as well. By using flowcharts to explain exactly what happens after a report is made, the National Theatre removed the mystery that often surrounds HR reporting. People knew exactly where their information was going, who would see it, and what the potential outcomes would be.

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About Report + Support™

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The platform used by the National Theatre, Report + Support™ by Culture Shift, is designed to lead the way in creating safer, more inclusive work environments. It provides a secure reporting path that allows employees and freelancers to report bullying, harassment, or any form of unacceptable behaviour. By offering both anonymous and named reporting options, it gives every individual the opportunity to share their experiences in a way that feels safe for them.

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Beyond the reporting interface, the system provides organisations with powerful, real-time data and analytics. This allows People and HR teams to identify trends, pinpoint specific areas of concern, and take proactive steps to prevent issues before they escalate. It is a comprehensive solution that moves organisations away from reactive crisis management and towards a sustainable, preventative culture of respect.

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Watch the full story

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The journey of the National Theatre offers important lessons for any organisation looking to modernise their approach to employee relations and workplace culture. Sarah and Gemma’s conversation covers much more than just policy; it explores the psychological and tactical shifts required to make people feel truly heard and protected.

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If you are ready to move your organisation away from the "thorny end" of grievances and towards a proactive speak-up culture, you can watch the full webinar today to hear more about the National Theatre’s implementation strategy and the results they have seen.

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If your staff were to witness unacceptable behaviour today, would they trust your current process enough to tell you about it, or would they stay silent?