Manage Conflict

Home > Training > People Management Training > Manage Conflict

Conflict can be a positive or negative. How can your people manage conflict more productively?

Conflict is a result of differences between people's perceptions and expectations, and is a "fact of life", both internally in the workplace, and between staff and their customers.

If conflict is not well managed, customer and internal relationships can suffer, valuable business can be lost, and productivity and employee satisfaction can sink to unacceptable levels. Likewise, the positive creative and problem-solving opportunities of well-managed conflict can be lost if your people cannot manage conflict skilfully and productively.

The challenge in managing conflict is to understand the underlying causes, and to work with people to find mutually beneficial resolution and plans for moving forward.

Use our "Manage Conflict Productively" workshop to build the skills and confidence of your people to manage conflict, both internal and external, to contribute to individual, team and organisational performance.

How can this course benefit your organisation?

The cost of unresolved negative conflict can be high. Poor staff morale, reduced effectiveness and productivity, absenteeism and turnover are all potential effects. If your organisation is "for profit", you can lose sales and customers through poor service and failure to effectively manage conflict with the customers themselves. If your organisation is "not-for-profit", you may not lose customers, but can spend unnecessary time and resources dealing with ongoing dissatisfaction and dispute.

Providing your staff with skills to better manage conflict will benefit your organisation through more creativity, better teamwork and productivity, improved staff and customer relations and satisfaction.

What is the feedback from course participants?

Here are some comments from participants in our two-day "Manage Conflict Productively" course:

"The course was well-structured and objectives were covered well."
"Very good presentation. Encouraged participation; very good knowledge."
"Good trainer with knowledge of subject. Shared many real-life stories to illustrate message, which was good."
"I enjoyed the class. It will help me in the workplace and in life in general."

(Comments from officers of a major federal government agency.)

What will your people learn? Participants will:

Understand the connection between people's perceptions, customer satisfaction and the success of the business / organisation
Understand the differences in people that make every interpersonal contact a unique transaction, and how to work with those differences to reach win-win results
Be able to identify root causes of conflicts and work to find common ground
Develop listening, influencing and other communication skills to help deal with all sorts of customers
Learn about the positives and negatives of conflict and how best to manage conflict in different situations
Learn how to build rapport to resolve differences
Apply proven models to resolve and move on from conflict

Have this course tailored for your needs

The "Manage Conflict Productively" course can easily be tailored to meet the specific needs of your people and your organisation, just as we have done for a range of corporate and local government clients. We want to be sure that you get the maximum benefit from your training investment!

2010 - Make it a year for Learning!

Free training and development needs analysis!

For a free one-hour analysis of your organisation's training and development needs, just click here to register.