Conflict management is a vital skill that involves handling confrontations tactfully and constructively.
Your aim is to yield a positive result from disputes and disagreements that occur between people in the workplace. Your aim is to learn from the experience and improve your business’ relationships or service as a result. And above all, your aim is to resolve the conflict in a way that respects everyone’s wants and needs.
Conflicts may occur between colleagues, between staff and a customer, or between large groups. Some are short-lived; others are deep-seated. These all require different forms of intervention.