Managers are the front line when it comes to setting the tone of a team, and how well that team manages the day-to-day low-level tensions and conflicts that arise.
Often, a lack of confidence and skills mean that managers either go in all-guns blazing using their power and authority to ‘nip things in the bud’, or they keep their head down in the hope it all goes away or because they have other more pressing operational matters.
Neither approach works.
Make managers accountable
Moving towards a preventative approach means giving accountability for early intervention to line managers. But managers avoid stepping in because:
- They turn to formal procedures too quickly often out of anxiety about ending up in an ET
- Their previous experiences of conflict being poorly managed has taught them to ‘step away’
- They fear informal options either make things worse or are ineffective
- They feel their organisational culture won’t support them in trying to prevent negative conflict
- They don’t have the skill to have a difficult conversation well.
Our ILM Endorsed 1 and 2 day programmes are delivered in 2-hour modules to minimise disturbance from work and the level and challenge of our training is determined by the context and experience and grade of the attendees.
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 practitioner clearly had both a great depth of knowledge and augmented this with a wealth of experience. This resulted in a very rich syllabus and maximised my learning. I found their delivery style confident and respectful of the students. The draft report the practitioner provided is a usable template that I think will enable me to conduct an investigation and most importantly produce a legally robust document. This is why I would put this course in my top three for quality of education.
Opened up a new way of viewing conflict at work and in everyday life.
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.
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.
The conflict management course was thought provoking and applicable to very many situations with very useful theory and practice. The trainer was very engaging, an excellent facilitator, related well to the group, had an excellent personality and made the training interesting and a positive learning experience.
CMP delivered intensive bespoke conflict management training to 200 managers, to achieve a significant boost to managers’ confidence and skills in managing transition during a time of change, and contributing significantly to achieving the organisational goal of preventing and managing bullying and harassment. CMP listened to our needs and worked with us to develop a course that satisfied our requirements.
Soft skills improve team performance and could benefit UK business’ £88bn – Are you seeing the benefit?
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Eighty five per cent of employees say they deal with conflict ‘often’ at work. So there’s a lot of conflict out there; blaming, attacking, bad mouthing. So why, given that the workplace is somewhere we are supposed to be professional in, is there so much conflict at work?
This paper explains the theory behind human behaviours to enable you to work with people to move them out of conflict and back into collegiate relationships.