Conflict Management for Managers and Supervisors

Facilitating Change in the Workplace

Conflict Management is rapidly becoming a fundamental skill set for managers in the organization.

The front line interface with customers, workteams and unions is a critical hot-spot for successfully managing and facilitating change.

The costs of systemic conflict are very real. In human resource terms, costs include low productivity and morale, absenteeism and turnover. In customer service terms, these costs are seen as low customer retention and bad word-of-mouth. In the larger picture, costs can range from lost opportunity and grievances all the way to an unmotivated workforce and protracted strikes.

Good conflict management skills have broad application for supervisor and manager level employees. Although systemic conflict can originate at any level, many of these challenges begin at or near the front line employees, and tend to grow in size and magnitude as they move through the organization.

This 2-day workshop is skill and experience based, and explores the following key topics in detail:

• Understanding and Re-Framing Conflict
• Conflict Analysis Skills
• Core Conflict Management Skills
• Active Listening Skills
• Basic "Win/Win" Negotiation Skills

Who Should Attend

Managers charged with learning and understanding the mediation process and how it can benefit the organization. Managers wanting to bring mediation skills into their company.

If you are interested in attending this program, contact Agree for details.