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Key training areas
3. The Manager series
3.3 Conflict management for managers, ILM endorsed
These courses are designed to help managers deal with the inevitable conflicts and disputes which come to them in the course of their work. They will enable managers to:
- Prevent disputes escalating
- Encourage win/win resolutions
- Resolve issues at an early stage
- Feel more confident in dealing with difficult behaviour fairly and consistently
Managers will:
- Understand why conflict happens at work
- Recognise how they are affected by difficult behaviour and how that can get in the way of effective management
- Understand how to build rapport with staff and maintain it in difficult situations
- Use key skills such as listening under pressure; impartiality; defusing difficult situations; win/win problem solving.
- Apply these skills in a range of conflict situations including difficult meetings and giving information that others may not be receptive to
- Use a three-step method of defusing and managing difficult behaviour
- Develop a basic understanding of the mediation process and how to use it
back to
The manager series main page
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| For an example of our recent work in this area, please click here |
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Institute of Leadership and Management
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