Managing Workplace Conflict Effectively Training
““Very enjoyable and thought provoking role plays, speaker knowledge and slide content excellent, with real world experience.””
The workshop aims to provide all people managers with a range of skills to help them manage effectively workplace disputes, so as to minimise the detrimental impact this can have on the organisation and personally. We have designed the workshop to be practical and interactive, so as to help participants to more effective embed the learning.
Whilst we will touch on some conflict management theory, and remind you of the potential legal pitfalls of not dealing with conflict properly, you will be given ample opportunity to practice techniques, through a mixture of interactive activities. We will also help you to manage and rectify conflict.
The programme includes training in the AGREE model which is a simplified mediation approach that has been developed by one of the workshop leaders specifically for use by line and HR managers. By utilising the skills taught in the morning session and following the step by step approach of AGREE, managers have a practical, guided tool to enable them to address conflict confidently and competently.
The workshop is delivered by three workshop leaders to a group of up to 24 individuals, as this gives participants the best level of instant feedback during the various role play exercises. Participants will also benefit from the combined and complementary skills and experience of the workshop leaders.
You will leave the workshop with knowledge and skills which will be highly useful for quickly and successfully managing conflict in the workplace, and give you the confidence to do so. This should result in increased employee engagement and, therefore, improve your businesses' “bottom line”.
Who should attend?
This workshop is suitable for those individuals who may be involved in handling workplace conflict between two or more people in an intermediary, facilitative role.
Such individuals will need a greater understanding of:
- How conflict affects others
- How to listen actively and remain impartial
- How to recognise conflict and intervene competently to "nip it in the bud" using a mediation style approach
- Alternative dispute resolution routes and how managers can plan to minimise negative impact of conflict.
Rebecca Ireland is a Partner in Blake Morgan LLP’s Thames Valley Employment, Pensions, Benefits and Immigration Team. She is a highly experienced employment lawyer, having specialised in the area over 20 years ago.
Rebecca has considerable practical experience of conflict resolution, guiding her clients through, often complex and sensitive, grievance and disciplinary processes and employment tribunal claims. Rebecca has a mixed client base of companies from various business and public sectors, educational establishments and senior individuals. This has allowed her to see both sides of a dispute, and in a myriad of contexts. Her practical, commercial solutions-focussed approach often results in grievances and disputes being settled amicably, even where the parties’ positions seemed polarised. Since qualifying as a mediator in 2012, she has blended her mediation and legal skills successfully when conducting workplace and employment mediations.
Julian Evans has been dealing with conflict management issues in workplaces for 24 years, between individuals and teams, from top management level to regular staff, in SMEs, public bodies and global household-name multi-nationals.
He is a multi-qualified Mediator for workplace, commercial and family issues. His expertise has been acknowledged by the Institute of Directors, and ACAS invited him to join their independent panel of mediators / arbitrators.
Julian is also a highly experienced executive coach, and often draws upon his psychological expertise when resolving a conflict situation between parties, plus using it for team, leadership and organisational development.
In the past, Julian has been a member of two business boards, a corporate management team, a Personnel Committee and was head of a union branch. He is currently part-time COO for a high-tech engineering and manufacturing company, running this alongside his own business, Littleton Evans, and consultant roles with Blake Morgan and Forbury People.
Marc is an experienced workplace and community mediator, trained and accredited by CEDR (Centre for Effective Dispute Resolution).
Marc runs Mediation4 which focuses on helping organisations across all sectors manage and resolve workplace conflict. He has mediated a wide range of cases and has also set up and run mediation services for a top FTSE multinational company. Marc developed the AGREE model, a framework to allow managers to use a mediation style approach to nip low level conflict in the bud, and has trained hundreds of people in its use over several years.
Marc has over 20 years’ experience in senior Human Resources, commercial and general management roles with a proven track record of delivery and a strong reputation for excellent relationship building and collaborative working. He is a successful leader and strategic thinker who has operated at Managing Director level in an international, cross-cultural environment.
Marc is a keen advocate of local community involvement and works part time as General Manager and Lead Mediator with local community mediation charity, Resolve. He also serves as a Trustee and Board Director of the charity Connect Reading and is currently appointed as Vice Chairman. Marc also works as an Associate Consultant with Blake Morgan and a Consultant with Forbury People.
- Common causes of conflict
- Typical conflict issues in participants' workplaces – mini-group and round table discussions
- The effect of general management on conflict, including with unions
- The cost of conflict at work
- How conflict escalates
- Exploring the different options for tackling conflict back at the workplace, from early to late-stages
- Using conflict positively with specific application scenarios; and
- Tangible benefits of handling conflict effectively
This session will be primarily presentation as it is aimed at laying real-world foundations for understanding conflict and how to deal with it, drawing on the extensive and varied experience of the presenters. We encourage participants to be interactive and share their workplace experiences throughout, to further enhance the relevance of the session.
- Explanation of the simple TKI Model dimensions and how they function together
- Understand your default conflict handling style(s) by completing the TKI conflict handling assessment
- Learn about the five conflict styles – competing, collaborating, compromising, avoiding and accommodating
- Understand what happens in the workplace when each style is overused or underused
- When to use each style in a savvy and flexible way to nip workplace issues in the bud; and
- Learn key personal skills in the following session to enhance effective use of this Model.
The participants will discuss in mini-groups what they have learned about themselves and the five styles/modes to their top troublesome issues at work and then have a further practice session to develop understanding of these new skills.
As well as retaining the TKI Assessment booklet, which contains details of the five conflict styles, participants will be given a two-sided laminated handout, summarising the costs and benefits of each style.
- Exploring what people and situations the participants find difficult to manage, and why
- Active listening skills – what they are and practising them (a crucial component for using the TKI Model)
- Learning behaviours that engender trust and respect
- Exploring questioning techniques, and when to use them
- Recognising in-built prejudices, so as to maintain impartiality
- Using defusing strategies where individuals are emotionally charged; and
- Practising assertive communication techniques (a crucial component for using the TKI Model)
This session involves a significant amount of role play by participants and instant feedback on their questioning techniques from the workshop leaders, which they can then incorporate into the following session - resolving conflict between others using the AGREE Model.
At the end, participants will be provided with a two-sided laminated handout summarising the techniques, as a useful reference tool.
- Explaining the stages of this simple resolution process
- Exploring when the process can be used effectively
- Engaging in various role plays to put the process into practice and gain feedback; and
- Round table discussion and learning points.
At the end, participants will be provided with a two-sided laminated handout summarising the AGREE Model, as a useful reference tool.
Wrap up, personal action planning and Q&A session
Each attendee will finish the day with individual planning and goal setting for a personal action plan as to how they will consolidate the learning and utilise it back in the workplace.
““The presenters were very engaging and knowledgeable.””
We would be more than happy to deliver our training programme in-house to a group of managers (up to 24). Please contact us to discuss your requirements, and we will provide you with a fee quotation.