When talking about Conflict Management, it is common to find that some people just simply don’t know the phrase to which you are referring. Whilst it’s important to understand what Conflict Resolution Training entails, it’s also essential to know that it’s referred to using a variety of different terms.
Here at IKON Training, we firmly believe that conflict should be resolved and not avoided. Some of our clients refer to Conflict Resolution as either Conflict Management or Conflict Prevention; ultimately, all of these terms have the same definition.
Conflict Prevention in our opinion, is not entirely possible because it will be present, at some point, in all walks of life. Our learning outcomes and deliverance techniques will satisfy the needs of those organisations that require ‘Conflict Prevention’.
The idea of Conflict Prevention will not make itself known until conflict has been experienced in one way or another. Once Conflict has been identified, it is natural to begin the process of trying to prevent additional or further issues. A process chart is a helpful way to understand what happens once conflict has occurred:
Effective conflict prevention training utilises reflection and preparation techniques to further prevent conflict in the future. Believing that conflict can be prevented from the start, and that after a training session an employee will never face conflict again, is incorrect. Sometimes, employees do not provoke conflict but can still face disputes or aggression in some way or another.
Conflict Management is another way to describe ‘Conflict Resolution’. Like Conflict Prevention, these two terms will give employees the skills, knowledge and confidence to effectively handle conflict without the need of further, unnecessary escalation. When referring to any of these terms, it’s a good idea to keep in mind ‘Betari’s Box’:
Betari’s Box explains the cycle of communication in conflict, and how a negative attitude can cause the original conflict matter to escalate considerably. If a negative tone is felt as part of the conversation, it is highly likely that the other party will pick this up. As explained, this is the Betari’s Box cycle. When applied to situations of conflict, if staff are trained to resolve, manage or prevent conflict in a positive and optimistic manner, it can dramatically change the overall outcome of the situation. The person who instigated the conflict is more likely to respond rather than react to what you are saying, therefore leading to a swifter resolution for everyone.
Conflict Management isn’t always a quick and simple task. It is vital that time and money is invested into a company to ensure that all employees are given the skills to handle situations where conflict is present. If an employer is considering training courses for their employees, it is worth understanding that investment into employees will increase overall productivity. By investing time into employees’ personal and professional development, employers are proactively showing that they’re willing to develop their skills and are happy to spend some of their profit to enhance employee capabilities. When an employee feels valued, they will want to put more effort into their job role and therefore having a big effect on the growth of the organisation as a whole.
No matter what sector an organisation considers themselves to be a part of, Conflict Resolution, Conflict Prevention or Conflict Management Training is a good type of training to enable employees to defuse conflict effectively. This will in turn reduce the amount of time, effort and money that the business owners spend in resolving issues that have escalated past the point of which is necessary.
From our Conflict Resolution Training sessions, our clients have seen:
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