Conflict management training is crucial when it comes to creating and sustaining a productive, safe, and caring work environment.

Conflict is a part of everyday life, and it's often a natural byproduct of the work process as teams strive to fulfill business goals and meet a variety of individual and collective needs. 

One surprising aspect of conflict management is that even in the most divisive situations, we all actually share at least a few common goals that have enormous meaning for each of us.

That is, we all want to be understood, to be treated with respect, and to satisfy our needs. When you keep this crucial factor in mind, and when you’re equipped with a full range of effective conflict management strategies, you’re better able to guide people toward resolution.

In CPI training, one of the key tenets of both our Nonviolent Crisis Intervention® training program and our Facing Conflict With Confidence DVD training program is that resolving conflict early helps prevent situations from spinning out of control.

One way to proactively reach conflict resolution is allowing each disputant to clarify the problem—one person at a time.

If you’re faced with mediating a conflict among staff, use these simple and powerful Empathic Listening skills to get to the root of the issue and let each person be (and, importantly, FEEL) heard. You'll find that Empathic Listening can be your key to unlocking effective conflict management and resolution.

5 Simple, Powerful Empathic Listening Skills for Conflict Management

  1. Give each individual your undivided attention. 
    Focus on the speaker and be sure to send them the message that you’re ready to listen.

  2. Be nonjudgmental.
    Don’t lecture on or trivialize the conflict.

  3. Focus on feelings, not just facts.
    Listen carefully to identify what the speaker is truly saying.

  4. Allow silence.
    Before you respond, give the speaker time to reflect.

  5. Use restatement to clarify messages.
    Repeat the speaker’s words or reflect your understanding of their feelings. Then allow them to clarify your interpretation.

Allowing people the opportunity to be heard is a powerful tool that can help you understand each person’s perspective and ensure that everyone’s needs are met. By listening empathically, you'll be better able to resolve conflict quickly and confidently.


Conflict Management Training Resources

If you need to achieve conflict resolution for a situation you're dealing with, the right conflict management resources can help. Equipped with actionable tips and proper training in conflict resolution techniques, you'll become skilled at negotiating, mediating, and resolving disputes. Get started with these resources:

  1. Creating a Safe and Caring Work Environment eBook
    Grab this free eBook for tips on stopping conflict before it can escalate out of control. This is a potent resource for you to gain skills to stop conflict and foster harmony.

  2. Facing Conflict With Confidence DVD
    Learn strategies for helping people resolve disputes with our Facing Conflict With Confidence DVD. The tools and techniques presented in the DVD empower you to address conflict confidently and professionally, promoting peace and helping individuals agree on positive solutions. Click on the player below to preview practical solutions for negotiating and mediating disputes: 

    If you’re ready for deeper solutions in greater detail, get the full-length Facing Conflict With Confidence DVD to build sharp conflict management skills.

  3. 10 Tips for Crisis Prevention [PDF]
    Learn some of our top methods for achieving conflict resolution.

  4. ​Setting Limits article
    Use CPI’s Five-Step Approach to Setting Limits—and help individuals make positive behavior choices.

  5. Verbal Intervention article
    Get seven tips for effective verbal intervention, and skills to resolve conflict with confidence, competence, and respect.

When disagreements arise, intervening can seem daunting to say the least. But when you build the skills to manage conflict head-on, it's always worth it because if conflicts are left unresolved, they can escalate into crisis situations.

So don't fear or avoid conflict management—lean on CPI to help you take the lead in promoting a safe and caring work environment.