Conflict Management

Conflict in the workplace, if not tackled well, leads to problems within teams, and also negative reviews by customers. All this reduces profitability, and so is bad news for the company. The good news is that, with the right skills, conflict can be managed effectively and have minimal negative consequences.

Skilled staff can identify conflict at the ‘disagreement’ stage, before it escalates. They then address the issues so that both parties are happy with the resolution, whether the other party is a boss, colleague, or client. They also learn from conflicts, so that they prevent them happening again.

While everyone at work should know how to manage conflict, this is an essential skill for managers, who need to bring a team of different personalities together, to work effectively and meet deadlines. They are also the people who are called to resolve customer complaints which have escalated.

This workshop includes case studies, discussions, and interactive exercises. There is also ample opportunity to practice. So at the end of the day delegates are confident in managing conflict.

Delegates are invited to complete an individual assessment about their preferred conflict management style. They will then receive personalised feedback, including specific conflict management tips that match their personality.

By the end of the day, delegates will:

• Be able to identify conflicts early on, i.e. before they escalate.
• Be aware of their preferred conflict management style, including strengths and limitations of this.
• Be confidently able to resolve conflicts with both colleagues and customers.
• Be able to resolve conflict situations between colleagues and clients.

Dr Sharon Xuereb is a psychologist working in both the UK and the USA. She believes that staff can be a manager’s best resource. She enjoys working with managers who want to increase their staff’s engagement levels.