Conflict Management & Harm Reduction

Every organisation is affected by conflict in its own unique way. Internally, it could be a brooding, resentful discord that stalls collaboration, or open hostility that threatens team dynamics. While externally, there’s a higher chance of physical risk, in public-facing situations where tensions can escalate quickly.

It’s different for everyone. So our first priority is to understand what it means to you. Then we can address it in detail, through bespoke or regulated training.

Yes. It’s vital that everyone can identify the first signs of conflict, and diffuse tense situations. This is especially important for managers, who need the observational skills to see trouble brewing in various forms:

• Personality clashes
• Belittling or coercive behaviour
• Sources of customer conflict
• Confrontational body language
• Aggressive words or tone of voice
• Behaviour under pressure
• Scope for misunderstanding
• Factions forming within teams
• Physical hazards that heighten risk

We can address all this and more, through early intervention techniques that will cut off the problem at source.

Yes. When an internal conflict has taken root, there’s always a lot to unpick: how did it begin, who was unreasonable, what was miscommunicated, and what would it take to bring all parties back to the table?

It takes patience and diplomacy, something we can cover in detail if there’s bad blood in your ranks.

Then the rest of your training will make sure there’s no repeat of hostilities.

With open discussion, it’s natural to worry you’ll be poking at old wounds. But everything is carefully facilitated, with a positive, constructive approach to avoid any kind of flare-up. It’s about laying issues to rest, so you and your team can move forward.

Yes and no! The truth is, no-one in a training room wants to be dragged into role-play. Your people are not actors, so the outcome is often awkward and unproductive. However, role-play is a proven way to explore and reflect on difficult situations – and vital when we’re putting a risk into your specific context.

So we will use role-play, but our facilitator will always take the lead.

They’ll use it to demonstrate different types of behaviour, like passive Vs aggressive language. So your teams can observe and comment, without feeling judged.

The end result very much depends on our starting point – the type of work you do, and the conflicts you need to address. So we’ll know more when we talk.

However, typical outcomes include:

• A physically safe space, where risk of harm is dramatically reduced.
• A more positive workplace, where everyone feels welcome and valued.
• A collaborative culture that brings departments out of their silos.
• An open environment, where differing viewpoints are aired without repercussion.
• A team spirit, where people respect each other’s talents and contributions.
• A confident workforce, where everyone understands their right to self-defence.