Network Rail: Equipping Apprentices with Conflict Management Skills

Situation 

Network Rail had heard positive feedback about CPI’s effective approach to conflict management training. CPI’s training was recognised for its ability to deliver complex concepts in a way that is easy to digest, even for large and diverse audiences. 

However, Network Rail needed something more tailored to their specific needs. As they evaluated different training providers, CPI stood out for its flexibility and alignment with their goals. 

The aim was clear: to equip apprentices with the right tools to address conflicts early. Whether it's raising issues with line managers or apprenticeship development coaches, the focus was on preventing conflicts from escalating by addressing the root causes early on.  

Network Rail wanted their apprentices to feel confident in managing difficult situations and ensure a safer, more productive work environment. 

Implementation 

Network Rail prioritised the development of its apprenticeship team, focusing on equipping the next generation of employees with the necessary skills to succeed. So far, around 140 apprentices, out of a cohort of 170, have completed the training. 

The results have been outstanding. Apprentices have gained confidence and embraced one of Network Rail’s key values—challenging unsafe or inefficient practices. They now feel empowered to address these issues productively, without creating conflict. 

For many apprentices, this is their first professional role and learning how to manage conflict effectively is crucial. While they were provided with extensive e-learning materials, there was a clear gap when it came to conflict management. To bridge this, Network Rail partnered with CPI to deliver bespoke conflict resolution modules as part of the training. 

Outcomes 

The results of CPI training have been overwhelmingly positive. Apprentices not only found the content engaging and interactive but were also able to immediately apply what they learned in their day-to-day roles. The training empowered them to address conflicts and raise questions they might have previously avoided. 

Since completing the training, the apprentices have shown noticeable improvements in their ability to handle difficult situations. They now feel more confident in speaking up and using the tools they've acquired to resolve issues effectively. 

Feedback from those who completed the training has been overwhelmingly positive. Many have reported a significant boost in confidence, particularly in situations that would have previously left them feeling uncomfortable.  

Importantly, a high percentage of apprentices confirmed they are actively using the skills learned through the training, making CPI’s conflict resolution tools an integral part of their professional development. 

Future Perspectives 

With CPI conflict management training now firmly in place, Network Rail has a highly effective solution that can be rolled out to all apprentices. This provides a strong sense of assurance, knowing that the programme is helping to safeguard not only apprentices but all employees. 

Safety remains a top priority for Network Rail, and having a tool like CPI’s training reinforces their commitment to creating a secure, supportive work environment. While the implementation of this training marks significant progress, it’s clear that this is just the beginning of a broader journey to ensure ongoing safety and development across the organisation. 

Given the success with the initial cohort, Network Rail plans to extend the programme across its entire apprenticeship scheme, which consists of approximately 1,200 apprentices. This includes the 300 new recruits who will begin their training in November, with the conflict management modules integrated into their e-learning. 

Reflecting on the Experience 

The training experience has been incredibly positive. The animations used in the modules were particularly engaging and effective.  

One key takeaway was the emphasis on understanding the underlying reasons behind someone’s anger. It encourages a deeper consideration of what might be driving that behaviour, prompting learners to think more empathetically about others’ situations. 

The partnership with CPI has lived up to expectations. They delivered exactly what was promised in the proposal and working with them has been seamless. CPI’s responsiveness and adaptability made the entire process smooth and the ideas they contributed significantly enhanced the final outcome.