Cut the Tension, Not the Crew: How HR Mediation Saves Productions
Written by Tacita Small
Photo by Hilda Trinidad on Unsplash
Let’s be honest.
HR isn’t always the first department producers think of when starting a new film, television, or live entertainment project. And we get it. Budgets are tight, timelines are even tighter, and attention tends to focus on what’s visible - casting, locations, kit, talent, the big creative vision. But behind the scenes, some of the most critical work that determines whether a production thrives or crashes quietly happens in HR. And it’s time we talked about it.
Because the truth is, some of the biggest problems on productions don’t come from bad kit or a poor script - they come from unresolved people issues. From crew burnout to miscommunication between departments, to toxic dynamics that go unchecked because “there wasn’t time” to deal with them properly. That’s where production HR comes in.
HR support for production teams is part prevention, part crisis management, part coaching, and part silent problem-solving. The most valuable work often isn’t flashy or front and centre - it’s what doesn’t happen. It’s the friction that never escalates. The conflict that never boils over. The freelancer who gets the support they need before they hit burnout and walk. The issue that’s quietly de-escalated before it becomes a formal grievance. The tricky decision that’s guided with both empathy and legal awareness.
One of the greatest strengths of HR in entertainment settings is the ability to act early; to sense when something’s not right and help navigate it before it becomes disruptive. And because every production is different, a one-size-fits-all approach doesn’t cut it. HR in these environments is highly relational. It requires strong instincts, deep listening, and the ability to build trust quickly.
We’re not just there for policies and paperwork - although yes, we make sure those are sorted too. We’re the sounding board when someone’s had a difficult day. The person a director calls when they’re not sure how to give feedback. The quiet presence on set who knows how to step in without creating drama. The person making sure a freelancer feels safe to raise a concern and knows what happens next if they do.
One of the most underused but powerful tools in the HR toolkit for production is mediation. Dynamic, facilitated conversations that allow people to be heard, understood, and move forward with minimal disruption. In fast-paced environments like film sets or live tours, unresolved tension can ripple quickly through a team, impacting morale, communication, and even the final output. Mediation gives people a chance to address conflict head-on in a supported, psychologically safe space.
What makes mediation so effective in entertainment settings is its focus on preserving relationships. Productions are temporary but intense, and many people will work together again - sometimes sooner than they think. A well-handled mediation not only resolves the immediate issue but also builds mutual respect and future-proof working relationships. We've seen it turn frosty, avoid-each-other-on-set dynamics into collaborative partnerships that carry through to the next job. When used early and handled well, mediation doesn’t just prevent drama - it restores trust.
Take one of our recent experiences on a live performance tour. There were serious tensions between two senior creatives, and the production manager was worried it could derail the whole show. HR was brought in – not to slap wrists or quote policy, but to create space. We facilitated open conversations, supported both parties privately, and helped the wider team build new comms habits to avoid similar issues down the line. The result? Nobody quit. Morale stabilised. And the tour finished strong.
That kind of intervention isn’t about big gestures – it’s about timing, tone and trust. And it only works if the HR consultant understands the pressure points of creative work. The long days, the egos, the adrenaline, the fear of “rocking the boat.” The best consultants don’t come in loud - they come in calm, consistent, and deeply human.
There’s also an emotional labour aspect that’s hard to quantify but crucial. Knowing when to hold space. When to push. When to gently challenge a HoD who’s burning out their team. When to quietly check in with a runner who hasn’t been spoken to all week. None of this shows up on a call sheet - but it makes all the difference.
And perhaps most importantly: when production HR works, it’s often invisible. We’re not there to take credit or “own” outcomes. We’re there to make things feel smoother, safer and more sustainable. To help people do their best work - and want to come back and do it again.
If you’ve ever been on a set or tour where everything just worked – where people had each other’s backs, where things felt fair, where the crew actually smiled in week five - chances are, solid HR support was in the mix. You just didn’t notice. And that’s kind of the point.
So if you're planning a production - whether it's a documentary, live show, game launch or big-budget series - don’t wait for problems to pile up. Bring HR in early. Let’s make people support part of the plan, not just a back-up when things go wrong.
Because the hidden value of HR in production? It’s not just what we fix. It’s what we help you avoid.
Want to explore how we can support your next production with proactive, human-first HR? Click here to get in touch or call us on 020 4542 9777, we’re here to help you get it right from the start.