What is the difference between conflict management vs conflict resolution? In many instances, they are interchangeable phrases with the overall objective to reduce conflict and resolve instances of conflict in a range of environments.
Conflict is a common occurrence in day to day life in businesses. That can be internal or external conflict, ranging from office arguments and disputes to customer conflict in person or by telephone. Unfortunately, the extent of conflict in the workplace is growing and can be at a considerable cost to organisations.
Conflict Resolution and conflict management courses mostly engage the same techniques and principles to enable staff of all levels to handle conflict safely, de-escalating where necessary and ideally reducing instances of conflict escalating in the first instance.
We have to be mindful that although we work towards a Conflict Resolution, many of our course participants cannot provide the solution their clients want or in the way the clients want it. If a member of the public is demanding a reduction in their Council Tax and doesn’t qualify for one, a happy resolution is possibly not going to happen. What happens in that situation is more about Conflict Management than Conflict Resolution – managing the situation as calmly as possible until it concludes.
Conflict management could be interpreted as a process of utilising skills to manage situations successfully, while resolution implies working towards a satisfactory outcome. This is a subjective topic and can be interpreted either way.
Our Conflict Trainers are experts in resolving and managing conflict in a vast range of scenarios. Their expertise and skills are brought to the classroom in our conflict training courses to bring to life real-life examples your staff can relate to and learn from, with opportunities to practice the skills learnt in safe non threatening situations. This increases confidence in their abilities when faced with similar situations in their working day.
Courses vary in focus, with options available for face to face learning or e-learning to accommodate the majority of organisation’s needs and staff availability. Courses for handling customer conflict are extremely popular and often enable staff to turn what could have been a negative customer experience into a more positive one, which reflects back on the organisation as a whole. Other courses are available for managers, teaching them to handle conflict in their workplace with the workforce, as well as options for contact centre staff training on how to manage conflict during phone calls, which can require a different approach to de-escalate situations successfully.
No matter the type of conflict your organisation or staff face we have a range of conflict management training and resolution courses available for you. Fully customised to your specific challenges and scenarios, we ensure your staff are equipped with the skills needed to create the desired outcome.
If you are looking to train your staff in conflict management, then get a free quote from our helpful team today.