Enabling employees to take a constructive approach to conflict
Your policies and your values doubtless indicate that you expect your employees to talk directly to each other when problems arise.
But it is not enough to have the expectation, or to state it in your policies! Because most of us avoid difficult conversations, and the more we are in conflict with someone, the more reluctant we are to talk to them about it. Being reluctant to talk to someone we are in conflict doesn’t mean we are ‘weak’, ‘shy’ or ‘gutless’, it means we are human.
Every one of us can struggle to raise things directly when our negative emotions are engaged. And so sometimes we wait until the situation explodes or becomes unbearable, when we can justify to ourselves making a formal complaint or resigning.
Either option can mean disaster, for the people involved and for the employer. Lost productivity, sickness absence, loss of talent, and disengaged employees are par for the course where people are left to get on with ‘getting on’ with each other.
Imagine if all your employees had the confidence and skills to raise difficult matters or sources of complaint directly with others. This would save management time, result in better decisions and more output, it would mean better customer service and HR who are free to get on with more strategic issues.
Giving your employees conflict management skills means giving them a better understanding of the impact of their behaviour on others; having better communication skills means they don’t inadvertently trigger disagreements or offend colleagues; and it means that when they do have a complaint that needs management or HR support, it will be something more appropriate for you to step in and deal with.
Informative, thought provoking and inclusive…Good delivery honest, grown up attitude. I liked the trainer’s style!
Our front-line housing staff regularly face challenging and potentially threatening situations. We engaged CMP to equip our staff with appropriate skills to meet these challenges and defuse threatening situations. Their professional approach and participative style have always been well-received and have contributed to the first-class customer service we aim to deliver.
CMP created a bespoke a 3 hour workshop on Managing Conversations for us. The session was to get staff to think about conflicts and why they arise and then to provide them with some skills on communicating effectively and build confidence in being assertive in challenging difficult behaviour. Staff were thrilled about the workshop and the skills that they were able to develop in this time.
The facilitation for HR training was excellent both in terms of the content and the trainer who was professional and very knowledgeable. Some aspects of the training were specifically tailored to meet our particular needs and the learner feedback was extremely positive.
This conflict management training was far and away the best training I have had on the subject and some of the best training that I have had in my 10 years with Sue Ryder. I recommend that it is seen as a priority for all managers as the course was relevant to anyone who manages people or finds that they need to mediate between people.
I have no hesitation in recommending CMP, they offer excellent value for money and provide a service that is second to none! CMP provides a complete and professional service. From initial enquiry through administration and delivery, CMP covers all the bases. They are knowledgeable, professional and approachable and found flexible solutions to our training requirements. The feedback for the training has been outstanding. In addition to a collection of superlatives such as “fantastic” “inspiring” and “excellent” staff have stated that they came away with practical advice they can apply in real situations and, more to the point, have said it works!