Conflict Management Training Games

by Tara Duggan, Demand Media

Conflict inevitably occurs. Helping people learn to deal with it improves productivity and minimizes long-term problems. Conflict management training games allow people to practice skills in dealing with difficult issues in a non-threatening environment. This allows them to use their preferred style but also use other techniques to mitigate a real crisis. Games let participants learn more about conflict resolution and try out different techniques.
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Definition
To help participants identify the positive aspects of conflict as a necessary part of effective communication, divide a large group into smaller groups of three to five people. Challenge each team to define conflict using positive terms. After 10 minutes, ask one person from each team to present the team's definition. Ask the entire group to vote on the best way to define conflict without negativity.

Role-Playing
To set up a role-playing game, describe a conflict relevant to your company, such as a conflict between project team members over a missed deadline. Divide the group into smaller groups of three people. One person plays the role of the person who missed the deadline, another person plays the project manager, and the third person plays the observer. After five minutes of the pairs arguing over the issue, ask the observer to describe the confrontation he observed to the whole group. By practicing how to deal with difficult situations, participants learn to listen to the other party, propose alternative solutions and come up with a resolution in a timely manner.

Debate
During a conflict resolution debate, participants build on each others points instead of refuting their opponent. This allow s participants to develop skills in turning opposition into cooperation. It helps people investigate facts, focus attention on problems and learn how to take a winwin approach to conflict resolution.

Beach Ball
To practice taking a planned approach to resolving conflict, play a beach ball game. Divide a large group into teams of six to eight people. Each team gets a beach ball, and team members have to pass the ball from one team member to another. The rules state that each team member must touch the ball twice, but no one can hit the ball twice in a row. The first group to complete this challenging task wins. The competition between the groups typically results in conflict on the individual teams. Participants learn that making an effort, such as taking time to analyze the challenge, devise a strategy and value all team members, results in success.

Style
Behavioral scientists Kenneth Thomas and Ralph Kilmann developed the Thomas-Kilmann Conflict Mode Instrument to help people identify their style. To practice using the different styles, divide a large group into smaller groups. Distribute an index card with a style written on it to each group. Give each each group fifteen minutes to prepare a short skit about their style. Allow them five minutes to present it to the whole group. The rest of the group gets to guess what style the actors presented. For example, the first group might demonstrate using the competitive style and show how to use position and rank in conflict resolution. The second group might use the collaborative style and use cooperation to resolve conflict. A third group might show how when using the compromising style, you find a solution that satisfies everyone to some degree. The fourth group might demonstrate using the accommodating style and show how to give in when necessary. A fifth group might simply stand around and show how to use the avoiding style. At the end, a panel of judges can vote for the best skit.

How to Introduce Conflict Management Training

by Tara Duggan, Demand Media
Taking the right approach to conflict management at your company can mean the difference between a combative workforce and a collaborative team. Your conflict management training can provide the perfect opportunity to practice good communication skills, helping reduce tension in the workplace. Prepare your employees in advance. There are several ways you can set their expectations about what they will experience to ensure success.
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Step 1
Plan your conflict management training by assessing your companys current skills and knowledge regarding conflict management . For example, you could conduct an online survey, conduct focus groups or carry out personal interviews to determine the types of problems currently faced by those in your work environment. These might include handling angry customers, managing conflicting stakeholders or dealing with difficult suppliers.

Step 2
Send out information in advance of the session. For example, to encourage full participation, distribute the course objectives ahead of time and suggest prerequisite readings, such as case studies or white papers. Get everyones commitment to attend and participate. Con sider running the event at a different location, such as a hotel or conference room at another company. Prepare everyone to turn off their phones and focus on the workshop activities.

Step 3
Start with an icebreaker, even if you think everyone knows each other very well. For example, ask each person to list two little-known facts about themselves. You can also have them list three facts, but have one of them be a lie. Ask the other participants to identify the lie. Then, begin by listing the workshop objectives, starting with the intention to demonstrate how harmful unresolved conflict caused by lies can be. Tell a few stories from your own personal experience or ask for audience participation.

Step 4
Explain basic conflict resolution techniques. Get participants to recognize that working through conflict can result in positive changes. According to psychologist Harriet Lerner, denying anger leaves people feeling hopeless. By listening to this signal and dealing with it, people can change for the better. Describe the conflict management process as preparing to resolve the conflict, understanding the situation and resolving the conflict.

Step 5
Set the ground rules for participating in your conflict management training, such as respecting everyones opinions. Particip ating in role-playing activities to practice good communication can be daunting for shy individuals and those who speak English as a second language. Organize people into small groups so everyone feels comfortable and able to succeed in the upcoming exercises.

Step 6
State the goals and objectives for your conflict management training at the beginning of the session. Tell everyone how long each segment lasts and when breaks will occur. Hand out materials, such as notebooks or copies of conflict management articles. Once people know what to expect, youre ready to start a successful conflict management training course. Employee conflicts arise in every workplace, and managers are typically charged with diffusing the situations and helping feuding parties reach an amicable resolution. Those responsible for playing this role must be trained and well-versed not only on company policy regarding conflict resolution but also on employment and labor law.
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Roles and Responsibilities

Those in your business who have the authority to intervene in workplace conflict issues should be given a detailed description of what their role in the process should be. Part of training them should include a review of corporate policy on how conflict is to be addressed from start to finish. Managers should also be trained on what not to do, such as take sides in the dispute or dismiss problems.

Common Conflicts
Training related to conflict resolution should include an overview of the most common types of conflict typically found in the workplace. These include inappropriate or unprofessional behavior, lack of teamwork, or arguments related to personality conflicts. Conflict can also arise out of misunderstanding of roles and responsibilities, unclear project direction or differences in communication styles.

Resolution Protocol
There is typically a certain protocol to be followed in addressing workplace conflict. Those responsible for overseeing resolution should be trained on the steps involved. For example, if corporate policy dictates that parties confer with direct supervisors or human resources personnel as a first step in resolving the conflict, the manager or individual overseeing the dispute should be trained on how to refer conflicting parties to these resources and how to document the referral.

Employment Law

Managers should be continually trained on employment law issues as they relate to potential areas of conflict. Any conflict related to a potential charge of sexual harassment, discrimination or religious intolerance has the potential to put the company at legal liability if not handled appropriately. Companies can access information on how to address these conflicts on the U.S. Equal Opportunity Commission website.

Company-Wide Training
As a way to prevent common workplace conflicts, consider role-playing training seminars for the company. Participants can act out scenarios that often result in conflict and offer their own interpretation of how to prevent and address these situations before they reach aggressive levels. Management can then conduct training on how specific corporate policy dictates each scenario be handled.