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Proactively preventing complaints

If you really want to close complaints, the best way is to prevent low-level conflicts from becoming negative and nasty.

Any approach to conflict management should include:

  • Determining a benchmark against which to measure the success of your efforts
  • Identifying the indicators that matter most to your organisation
  • Objectively reviewing the conflict culture from top to bottom
  • Taking action at every level – from top, to bottom – which, collectively, shifts your conflict management processes up a gear so that they support a dialogue-based culture

Changing your culture to one where conflict is proactively managed, is tough. But CMP has experience of achieving this, and has a range of solutions.

The conflict management training gave a good knowledge of how to deal with conflict within teams or conflict between staff and management.

Conflict Management Skills Training Delegate, HR ManagerRNID

The mediation skills training gave me the opportunity to explore my own responses to conflict and learn ways to manage, reflect back what is being said, and start to move towards a resolution, providing me a very good role model for mediation.

ILM Professional Workplace Mediator Training Delegate, General ManagerNHS Lothian

The conflict management training made me think more ‘outside the box’ re: supervision or dealing with issues, being more honest and direct.

Conflict Management Training Delegate, Senior Admin AssistantStaffordshire & West Midlands Community Rehabilitation Company

CMP delivered intensive bespoke conflict management courses of varying levels 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. From our initial discussions, it was evident that CMP were keen to listen to our needs and work with us to develop a course that satisfied our requirements. The successful partnership combined with local provision and high-quality trainers has developed into a key part of our overall strategy for management development of our staff.

Bespoke Conflict Management Training Buyer and Delegate, Senior Divisional Officer Hampshire Fire and Rescue Service

I found the conflict coaching extremely helpful during a very difficult time for me personally and at work. The coach was very patient with me and gave great feedback. It has enabled me to re-evaluate my responsibilities and focus on the positives. I use the tools and techniques discussed on a daily basis, which has enabled me to hold complex meetings professionally and with confidence.

Coaching Recipient, Senior ManagerTransportation sector

Informative, thought provoking and inclusive…Good delivery honest, grown up attitude. I liked the trainer’s style!

Conflict Management Skills Training Delegate, Senior Managera Fire and Rescue service

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 trainer was enthusiastic and CMP “got” our business well.  Everyone rated the trainer very highly. I’m glad we made the decision to bring this into the business: it has helped our HR people feel more empowered to act. I’m sure we will find this very useful.

Neutral Assessment and Conflict Management Skills Training Commissioner and Delegate, Head of Learning and Development, a Private Sector Company

This was incredibly useful and everyone feels more confident now.

Investigation Skills Training Dleegate, ManagerThe Department for Business, Innovation and Skills

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

How to make dispute resolution work at work

The vast majority of interpersonal conflict at work never reaches an employment tribunal but just silently reduces performance, disengages employees, and costs hidden sums employers can ill afford.

To change the culture of conflict at work needs more than employers setting up a mediation service: what is needed is an investment in building workplace conflict competence. This paper introduces the changes you should consider making to reduce the wholly unnecessary cost of conflict to your organisation.

An overview – and a quiz to assess where your organisation sits

How to make DR work at work