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.
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.
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 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.
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.
A very informative and useful course that should be part of core management training.
The trainer was really dynamic and engaging, the conflict management training was relevant, interesting with practical examples.
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.
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!
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
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.