What to Do When Conflict Resolution Training Is Not Enough?

Conflict is an inevitable component of human interaction, with the workplace being no exception. It usually arises from a confluence of factors: differing perspectives, competing priorities and personality clashes. Whether it's a minor misunderstanding or a major dispute, if the intervening parties lack the skills or desire to guide it to a successful outcome, conflict can become detrimental to productivity, morale and employee retention.

Many organizations turn to conflict management training as a preventive measure and first line of defense against these challenges. However, even the best training might sometimes fall short of resolving deep-seated or escalated conflicts. This article aims to explore what steps companies may take when traditional training does not suffice, emphasizing lasting solutions for workplace harmony.

Why invest in Conflict Resolution Training for Employees?

Training in conflict management often serves as an effective foundational step for equipping employees with essential skills. Training equips participants to resolve everyday conflict themselves while bringing awareness to interactions. This makes it harder for conflict to take root in the first place, improving individual relationships and team dynamics.

By understanding the impact of conflict and its dynamics, while learning about negotiation skills, active listening, communication strategies and problem-solving, these individuals become powerful agents for change within a company. This is true not only for individual employees, but also managers, who can play a bigger part in solving conflict within their own teams.

JAMS Pathways offers a training for this very issue called Navigating Tension in the Workplace, which might be just what your team needs. But what if it isn’t?

Why Is Conflict Resolution Training Sometimes Not Enough?

Conflict training addresses situations that might be spiraling due to a lack of conflict management skills, but, depending on the nature of the issue, training might be just part of the answer for effective conflict resolution. Here is why you might be experiencing resolution challenges:

• Complexity of conflicts: Some conflicts are deeply rooted, involve multiple parties or are intertwined with organizational structures, making them too complex for basic training to address effectively.
• Individual limitations: People vary in their ability to assimilate and apply conflict management skills. Personal factors such as emotional intelligence, communication style and willingness to change can limit the effectiveness of training.
• Organizational culture: A toxic work environment characterized by mistrust, or a lack of support can undermine even the best conflict resolution training.
• Conflict escalation: In cases where disputes have already escalated significantly, more intensive interventions are required beyond standard training.
• Underlying systemic issues: Conflicts may stem from deeper organizational problems such as poor communication, unclear roles and inadequate resources. Addressing these root causes often requires organizational development initiatives rather than individual training.

We explore these signs in further detail in our blog post “Signs Your Organization Needs a Neutral Third Party to Resolve Conflict.” Should you find that your team or organization posseses some or many of these signs, it might indicate you need to escalate your approach and seek out an advanced conflict resolution program. Simply put, in many instances, training should be part of a plan to address organizational conflict, but in and of itself, it is not always an adequate plan to remedy an existing problem.

What Is the JAMS Pathways Conflict Resolution Program?

JAMS Pathways’ Conflict Prevention and Resolution Program offers a comprehensive and tailored approach to addressing complex and persistent workplace conflicts. We dive deeper into the root causes of conflict within an organization, employing a multifaceted strategy to diagnose specific challenges and implement targeted solutions.

Overall, the program includes a combination of services, including in-depth conflict assessments, customized intervention strategies, executive coaching, mediation and facilitation. This comprehensive approach maximizes the chances of long-term conflict resolution and management, recognizing that different organizations require tailored solutions. Depending on the magnitude of the problem, our approach often includes four phases:

Preliminary assessment: A comprehensive evaluation of the organization's culture, goals and challenges is conducted through interviews, surveys and/or other data collection methods. This initial phase seeks to identify potential obstacles to team success and establish a baseline understanding of the conflict landscape.

Analysis and early intervention: Based on the assessment findings, a customized intervention plan is developed. This plan outlines the specific strategies, skills, resources and participants necessary to foster productive, candid conversations. A key component is the creation of a safe and confidential environment to encourage open communication.

Targeted topics, workshops and conversations: The program's core phase involves a series of workshops, facilitated discussions and one-on-one meetings designed to address identified conflict issues. Participants are guided through a process of open dialogue, problem-solving and solution development. The focus is on building consensus, establishing shared goals and developing practical action plans.

Highlighting progress and mapping next steps: The program concludes with an assessment of its effectiveness and the development of strategies to sustain positive changes. This phase involves identifying key learnings, celebrating successes and creating a road map for ongoing conflict management.

Conflict training addresses situations that might be spiraling due to a lack of conflict management skills, but, depending on the nature of the issue, training might be just a part of the answer for effective conflict resolution.

Why Can’t I Just Solve It Internally?

While the first step should always be to try to solve conflict internally, organizations frequently encounter challenges such as prolonged resolution times, depleted resources and strained relationships. This understandably seems counterintuitive, as one might assume those closest to the problem would be best equipped to solve it. However, there are distinct advantages to involving an external perspective.

Objectivity and Impartiality

External conflict resolution professionals bring a fresh perspective to organizational disputes. Unlike internal personnel, who may be influenced by existing relationships, hierarchies or biases, external facilitators can maintain an impartial stance. This neutrality is crucial in fostering trust and enabling equitable outcomes. Additionally, external parties are removed from internal power dynamics, allowing for a more level playing field.

Experience and Subject Knowledge

Conflict resolution professionals possess a deep understanding of conflict dynamics, negotiation strategies and organizational behavior. Their facilitation techniques enable them to guide challenging conversations, build rapport and create a safe space for open dialogue. Unlike internal resources, who may have limited training in conflict management, these professionals have dedicated their careers to mastering these skills.

Structured Approach

External conflict resolution programs often adhere to proven methodologies designed to address conflict systematically. These programs typically create confidential environments where parties can freely express their concerns without fear of repercussions. In contrast, internal conflict resolution efforts may lack a structured approach and confidentiality, potentially hindering the resolution process.

Long-Term Impact

Beyond immediate conflict resolution, a dedicated conflict management plan can contribute to the organization's overall health and performance. By addressing root causes and building conflict management capacity, it can foster a more positive and productive work environment. Furthermore, external professionals can provide unbiased recommendations for systemic changes, such as improved communication channels and revised policies, without facing internal resistance. This proactive approach can prevent future conflicts and enhance the organization's resilience.

In the long run, investing in external conflict resolution services can yield significant returns by improving employee morale, enhancing productivity and strengthening company culture.

Conclusion

Initial training, especially conflict resolution training for leaders, provides indispensable help to those searching how to improve conflict resolution skills and is a key step in propelling the organization forward, improving the culture and providing the basis for a more resilient organization. However, some situations might require a deeper dive to understand what is the most effective conflict resolution approach. Identifying when to elevate from discrete training to a tailored, holistic intervention is crucial to addressing persistent disputes in a timely manner and avoiding conflict escalation.

By addressing conflict effectively, companies can foster a positive work environment and enhance employee satisfaction, achieving greater, lasting organizational performance.