Agree Inc.
  Agree Dispute Resolution
Leaders in Mediation, Arbitration, Training, Partnering, Facilitation, Coaching and Ombudsman
  Local (905)-627-5582 Toll Free 1-800-524-6967 
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Conflict Management for Front Line Managers

Facilitating Change in the Workplace

Conflict Management skills are rapidly becoming a fundamental skill set for managers, supervisors, and staff in the organization.

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

The costs of systemic conflict are not always seen as an immediate drain on cash flow, but the costs are very real. In human resource terms, there are costs such as low productivity and morale, absenteeism and turnover. In the larger picture, costs can be quite high, ranging from lost opportunity and abuse of the grievance process all the way to protracted strikes and labour unrest.

Good conflict management, on the other hand, does more than minimize conflict in the organization, it creatively channels the energy devoted to conflict into moving the organization forward.

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 up the organization.

For this reason, conflict management skills and an understanding of both the impact and value of conflict are critical for supervisors, managers, stewards, and employees in an organization. In union environments, it becomes all the more critical. This two-day workshop is highly participative, and can be broken down into two one-day workshops, Basic Conflict Management, and Advanced Conflict and Communication Skills.

The two days explore the following key topics in detail:

  • Understanding and Seeing Conflict Differently
  • Tools for Analyzing Conflict Situations
  • Core Conflict Management Skills
  • Using Conflict Management as a Team Building Exercise
  • Active Listening Skills
  • Basic Win/Win Negotiating
  • Dealing with Difficult People
  • Numerous Exercises and Role-Plays


While it is critical that there be good "formal" systems for conflict resolution, it is equally critical to have supervisors, managers and employees skilled at eliminating the "noise" in the system, i.e. conflict that could and should be handled at the front line before it unnecessarily escalates and enters the formal system for resolution.

Agree Inc. is a North American leader in conflict management training, interventions, and consulting services to both the public and private sectors.

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

General Training Information
Experiential Adult Learning by Design
Customized Workshops
Accolades from our Clients
Conflict Management Skills for the Future
Agree can provide customized in-house workshops for your organization on the following topics.
Strategic use of ADR
Conflict Management for Managers and Supervisors
Executive Conflict Management
Sending the Right Signals
Handling Complaints at the Front Line
Investigation & Fact Finding Workshop
ADR Training for Lawyers
Advocacy Skills in Mediation
Mediation Skills in the Organization
Strategic ADR
Business Coaching Program
Interest-Based Negotiating Smarts
Public Courses and Programs
Dispute Resolution - Fundamentals and Mediation
Organizational Conflict Approaches
Certificate Program in Conflict Management
Calendar of ADR Workshops and Programs

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