Conflict Management and Dealing with Difficult People

Within workplace conflict lies the potential for growth, transformation and learning – but poor conflict management can have a destructive, demoralising and costly impact on a team.

Many believe that violence, overt fighting and volatility are the main signs of workplace conflict. True North Learning, however, has a slightly different view. We believe that:

  • Lack of alignment of behaviours to team and organisational outcomes;
  • Cliques and silos within a team;
  • An "us and them" mentality, especially in how team members view management;
  • A culture which accepts under performance;
  • Lack of accountability and responsibility within individuals and  teams eg pass-the-buckism; and
  • Unhealthy competiveness (territorialism) and a lack of collaboration
are also signs of workplace conflict. This is because these dynamics are at conflict with the goals, outcomes and purpose of the organisation.
True North Learning has 2 programs which may be useful to teams and organisations experiencing workplace conflict.
Firstly, True North Learning provides a best-practice “Conflict Management and Dealing with Difficult People” workshop that can be tailored to meet varying needs of individual organisations.
Secondly, we have a "Workplace Conflict Management and Resolution" program, designed to assist you in the swift and cost-effective resolution of current conflicts. 

"Conflict Management and Dealing with Difficult People" Workshop

True North Learning designs and delivers "Conflict Management and Dealing with Difficult People" workshops that are customised to your needs and objectives. We use best-practice skills, knowledge and methodologies and adhere to strict ethical guidelines in terms of privacy and confidentiality.
Some of the elements that participants in the True North Learning “Conflict Management and Dealing with Difficult People” workshops will learn include:
  • How past experiences and attitudes to conflict can both help and hinder the ability to address workplace conflict in an effective and proactive manner;
  • The 5 stages of workplace conflict and how to intervene effectively at each stage;
  • 3 effective communication tools which manage conflict;
  • The power dynamics that create fertile ground for workplace conflict;
  • How to manage a conflict between members of your team;
  • How to manage a conflict when you are one of the parties involved; and,
  • When to seek third party mediation / facilitation.

Workplace Conflict Management and Resolution

True North Learning works with organisations and teams to support them in the effective management of current workplace conflicts. Its conflict management services focus on the following:

  • Supporting managers to understand and diagnose the fundamental dynamics that gave rise to the conflict. This can be on a cultural and systemic level or on a personal and individual level;
  • Designing and delivering consultation and facilitation services customised to your specific circumstances to promote prompt and efficient resolution of the current workplace conflict. The aim is to minimise potential fallout such as a decline in staff productivity, employees resigning, damage to team dynamics and employee relations or litigation issues; and,
  • Providing managers and leaders with the skills needed to recognise and intervene in conflict situations effectively.

How it works:

The True North Learning program operates extremely effectively as an early intervention model, creating the skills and behaviours within your managers and leaders so that they can act appropriately before an issue becomes a crisis.

We also work with organisations and teams to support them in the effective management of Current Conflicts.

Generally, the earlier conflict is acknowledged and managed, the easier (and less costly) it is to resolve. However, most managers are underskilled in the area of conflict management and resolution, and may also feel restricted by a management system or organisational culture that they see as preventing them from intervening and managing conflict in an effective and proactive manner.

Through the True North Learning proven
Experiential Learning methodologies, we:

  • Provide detailed gap analysis between the actual and desired skills, behaviours, attitudes and mindsets around Conflict Management and How to Deal with Difficult People;
  • Assist in the design and delivery of programs that will address these specific gaps, and measure progress; and,
  • Deliver consistent measurement and reporting from the onset of the program delivery to its conclusion, underpinned by continual improvement mechanisms.
These modules are all based on True North Learning’s philosophy of Organisational Health. We use the Eight Pillars of Organisational Health system to measure performance gaps and design training and development programs around these.

Click here to take the True North Learning Organisational Health Mini Survey


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