Improving managers’ people-skills

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 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.

Bespoke Conflict Management Training Buyer and Delegate, Senior Divisional OfficerHampshire Fire and Rescue

A very informative and useful course that should be part of core management training.

Mediation Skills for Managers Training Delegate, ManagerBournemouth Borough Council

Opened up a new way of viewing conflict at work and in everyday life.

ILM Professional Workplace Mediator DelegateBritish Land Forces Germany

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!

Bespoke Conflict Management Training Buyer, Staff Development AdvisorUniversity of Gloucestershire

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.

Difficult Conversation Workshop Commissioner, HR ManagerThe Abbeyfield Society

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.

Conflict Management Skills Training Delegate, HR ManagerSue Ryder Care

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.

Conflict Management Skills Training Commissioner, Head of Learning and DevelopmentLondon and Quadrant Housing

The training in difficult conversations was excellent, thought provoking, and challenged me to re-examine how I have difficult conversations! The trainer had excellent knowledge! Really enjoyed the training!

Difficult Conversation Training Delegate, Senior Probation OfficerStaffordshire & West Midlands Community Rehabilitation Company

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.

Conflict Management Skills Training Delegate, Senior ManagerMersey Care NHS Trust

Staff thought the study days were excellent. They were all very enthusiastic. When cases of bullying have come up they’ve been prompt to act. Managers are acting more speedily than they otherwise would have. They are acting quickly and appropriately, so we have rarely had to use the formal procedure, they have been resolved at low level.

Conflict Management and Dignity at Work Training Commissioner and Delegate, Head of HRBarts NHS Trust

Build your managers' soft skills, and encourage a high-performance team

Soft skills improve team performance and could benefit UK business’ £88bn – Are you seeing the benefit?

Download our guide to get the most from soft skills

Why we get into conflict at work

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.

Soft skills for creating a high performing team