Early dispute resolution skills for managers

Conflict is present to varying degrees in all situations where people come together – and organisations are no exception. Conflict itself is neutral – it is how we respond to conflict that determines whether it is constructive or destructive.  Engaging with conflict is the challenge – particularly in situations where conflict avoidance is our preferred strategy.

This course will enable managers to develop key skills in handling disputes at work – both conflicts in which they are a party and conflicts between people they manage.  Participants will be able to develop early conflict management and conflict resolution skills.

Specific outcomes

By the end of the workshop, participants will be better able to:

• use effective listening skills with people in conflict
• maintain an impartial stance
• work strong feelings and  ways of expressing them
• choose appropriate responses to conflicts and disputes
• help people in conflict to identify key issues, consider options and plan ways forward
• understand the role of mediation and how it complements other forms of dispute resolution
• make appropriate choices about when to use other formal and informal processes
• handle difficult conversations sensitively and firmly
• transform unproductive argument into creative dialogue to create positive outcomes.

Benefits to the organisation of using Early Dispute Resolution Skills for Managers include

• reduced use of formal procedures to resolve disputes
• increased manager efficiency through more productive use of work time
• managers handling low-level interpersonal conflict themselves
• saving on HR practitioner time spend advising managers
• improved morale and workforce engagement due to early dispute resolution
• constructive approaches to conflict at work