Conflict is an inevitable part of human experience. It stirs us up, generating difficult emotions like fear and anger. Our ability to respond in positive, robust way will depend on our past experience, expectations, attitudes and beliefs.

When handled well, conflict is part of an important creative process, helping us to build relationships, clarify expectations and boundaries and establish new working practices leading to growth and innovation.

But many of us struggle to get it right. Avoidance is not always the best option if it means we fail to address important issues. Confrontation is not always the best option if it means we end up escalating the conflict. Both will impact negatively on work performance, relationships and the general atmosphere at work.

Through our approach your managers will develop their conflict management skills by:

• understanding the types and causes of conflict
• identifying personal attitudes towards conflict, habitual responses and ‘trigger’ points
• understanding and applying a conflict management tool and framework to support constructive (win/win) outcomes

The experiential approach allows managers to practice different strategies through a combination of an interactive live action scenario and
role play. The learning is then supported by action learning or coaching to ensuree that it leads to changes in practice.

We also deliver conflict management courses for staff facing escalated conflict situations that involve members of the public.