The word conflict often conjures up adverse reactions and emotions. A study by CPP, Inc. reported that 85% of employees deal with conflict to some degree and 36% of respondents in the US reported doing so “always” or “frequently.” 34% of workplace conflict happens among employees on the front line. Unmanaged conflict can erode teamwork and trust which are required to sustain a healthy culture.

Most people want to avoid conflict at all costs, but doing so results in the lost opportunity to leverage its upsides and positive impact. If managed constructively, conflict brings diverse perspectives to the surface, spurs innovation, generates energy and collaboration, better and more informed decision making and builds levels of trust.

Equipping front line leaders with the skills to effectively navigate and realize the “upsides” of conflict pays significant dividends organizationally. There are 5 steps individuals and teams can employ to effectively leverage and learn from conflict.

• Explore to Understand – Utilize active listening and agile learning skills to get to the heart of the conflict.
• Set Expectations – Create ground rules to maintain an environment where resolution is possible.
• Create Dialogue – Suspend judgment to explore others’ perspectives and get to the heart of the conflict.
• Brainstorm Solutions – Examine mutual interests, seek and offer suggestions to create options to explore and evaluate as potential solutions.
• Reach Resolution – Eliminate solutions individuals can’t accept and collaboratively work to consensus for a resolution.

Talent Dimensions’ Leveraging and Learning from Conflict program provides leaders with the skills, a framework and practical application to navigate simple and complex conflict to ensure successful outcomes.

This 3-hour program is available in both in-person classroom and virtual instructor-led options.