How to Train Conflict Skills

Learning to deal with conflict

Conflict can occur when people work together and are responsible for some of the same job duties. It can also arise from differences in personality, disagreements with company policies, or differences of opinion with supervisors or managers. Because conflict can interfere with getting the work done smoothly, many companies have developed training programs that present conflict-resolution skills.

Things You'll Need

• List of most common conflict issues
• List of the employee behavioral issues relating to conflict
• List of training programs that relate to conflict skills
• Training instructor who specializes in conflict resolution
• Schedule of conflict classes distributed to employees

Instructions

1. Compile a list of the most common conflicts that occur frequently. These conflicts will be the basis for developing the training program. Identification of the sources of the conflict and the responses of the employees to the conflict will be the focus of present and future training as well as coaching (working one-on-one with employees to improve performance or behavior) by the supervisors and managers.

2. Interview supervisors and managers to identify employees who appear to have behavioral issues when it comes to conflict. These behaviors can be the cause of the conflict or the response to conflict. For example, if an employee is constantly defensive about receiving criticism or suggestions for job improvement, this can result in continuous friction.

3. Research training programs that relate to conflict management. Conflict skills such as "stop, look, and listen" are just a few of the skills that are trained. Choose a training program that addresses the effects of conflict on the workplace. Not only does the conflict cost the company money and productivity, but it takes a toll on the health and well-being of the employees.

4. Schedule conflict training classes as soon as possible. Although there may be certain employees who need the training more than others, these employee should not be singled out for the training. All employees, including supervisors and managers, can benefit from training in conflict management and resolution. Conflict will not be completely eliminated, since it is part of everyday life. However, with training there can be improvement in how it is managed.

Tips & Warnings

• Do have a continuous offer of conflict skills training.

• Do teach the supervisors and managers how to coach to a conflict resolution.

• Don't use the conflict training as a punishment for certain troubled employees. Instead, engage widespread participation.

References

• Free Management Library: Basics of Conflict Management
• University of California: Conflict Management Skills