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Elevate Team Performance with Conflict Management Training

Build Skills to Resolve Disputes & Foster Collaboration in Any Setting

Conflict management and dispute resolution skills are important to high performing teams, quality customer service, timely and effective board decision-making, successful business partnerships, and productive organization management to name a few settings. Though there is a multitude of books and articles available, applicable approaches depend on the backdrop and the work goals. The approaches and techniques need to be practiced in a safe situation where experimentation and feedback are possible. Conflict and dispute resolution training explores the types of conflict, identifies a group of relevant skills reflecting the circumstances and goals, explains when and why to use a particular skill, and provides a constructive opportunity to learn and fine-tune skills.

Value and Benefits

Though some conflicts or disputes may generate creativity, lingering or destructive conflict can be a barrier to an organization or team realizing or exceeding its goals. This training is designed to:

  • Create an awareness of both the positive and negative consequences of conflict;


  • Provide education about typical conflict styles and help students identify their own and others’ styles. This education can be for an individual or a group experiencing disputes or lingering conflict;


  • Both introduce and practice conflict resolution approaches; and


  • Possibly nurture an organizational or team culture of constructively working through disputes instead of ignoring or working around them.

Outcomes

Conflict and dispute resolution training will positively impact students by:

  • Becoming more comfortable with conflict;


  • Developing a sensitivity to conflicts’ pitfalls and crevices so that they may be avoided;


  • Developing an awareness and skill to be able to apply constructive responses and find a positive way forward;


  • Managing conflict situations with more confidence; and



  • Having a higher probability of achieving positive and constructive conclusions.

Explore Some Example Cases:

  • Navigating a Non-Profit Board Crisis Before a Major Fundraiser

    The Board of a historically successful non-profit organization experienced the resignation of four of its nine members after what initially was a minor disagreement evolved into a full-blown battle.  The resignations took place five days before a major two-week state-wide fund-raising event. 

  • Managing a Passive-Aggressive Vendor: Aligning Team Approaches

    After six months in business, it has become evident that a key vendor with irreplaceable technical skills has a frequent passive-aggressive style. Team members have a variety of approaches when the vendor becomes difficult but their inconsistent attempts to get along with the vendor only leads to confusion with the vendor and among themselves.  

  • Handling Difficult High-Spending Customers: Training vs. Direct Diplomacy

    A small, but very successful, boutique has a few customers that are demanding and prickly yet they spend a great deal of money.  The staff tries to be patient and accommodating but their approach seems to promote the customers’ difficult style.  What is the best approach?  More training for the staff or, perhaps, a quiet and diplomatic sit down with the individual customers?

  • Balancing Creative Conflict & Team Harmony in a High-Stakes Project

    A project with high stakes and a tight deadline and is being kicked-off.  The project leader wants to minimize the chance of conflict among the team members yet recognizes the value of creative conflict.

Frequently Asked Questions

  • How much time is required for the training?

    As you can imagine, the time required to deliver the training depends upon the goals of the training, the amount of material to be covered, as well as the desired amount of practice time.  Upon contacting Mediation Partners of New England, the trainer will explore the type of conflict expected/experienced and propose a curriculum for the organization to consider.  The training may take place on one dedicated day or be broken up into a few sessions over weeks or months.

  • Is there a maximum class size?

    The class size is defined by the material and the needs of organization/team. Though there is a bit of lecture, an interactive class is promoted.  Successful trainings have taken place with as few as four people and as many as twenty-four.  For the large classes, smaller groups are created when it comes time to practice.  

  • Do you have a preview of the topics covered?

    The content of the course is tailored to the needs of the organization/team.  In general, however, topics MAY include*:

    • Types of conflict/ disputes
    • Typical conflict handling modes
    • Factors contributing to conflict
    • Taking the heat out of words
    • Listening
    • Dealing with Difficult People
    • Thorny Conversations
    • Negotiation tactics
    • Practice

    *This is NOT an exhaustive list

  • If I am interested in your services what are the next steps?

    The next step is to send a note of interest to Mediation Partners New England. Click here to complete contact information and someone will get back to you within two days. If you’d prefer, you can call at 617 799-8706 to speak to Susan directly.

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