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Managing Conflict With Staff

Primary Care Development Centre (PCDC) event

Tuesday 16 January 2018

Views: 242

Times: 13:00 - 16:30


Individuals respond to conflict in a number of ways, and it is important to understand our own natural responses to conflict at work in order to manage our responses more effectively. And to put ourselves in the shoes of those involved and understand the situation from their perspective. How we deal with the conflict will depend on how much we need to get our own way, our consideration for the other parties involved, and our skill in handling conflict situations. Each person has a primary response to conflict, and is likely to start with that and then utilise different responses in a particular order if the first approach is not successful. Depending on the situation and the individuals involved, the desired conclusion is also likely to vary. Understanding what next and how to prevent it reigniting and the ongoing relationships within the team. Understanding our duty to care for employees and the legal framework under which you can operate.

To help participants understand how people’s behaviour changes from their normal behaviour to the behaviour they use when they find themselves in conflict and what Line managers can do about it.


  • We will ask participants in small groups consider why people come to be in conflict and feedback.
  • We will ask participants in small groups to share the details of a recent conflict situation they experienced, and to select one of the situations to share with the whole assembly. With the situations that are shared, we will draw out the reasons for the conflict and the conflict modes that were being used.
  • Using a handout “Initiating conflict” we will explain the emotional states people go through that lead to conflict, the three main reasons why people come to be in conflict, and the five conflict modes.
  • We will ask participants to complete the worksheet “Analysing conflict sequence” to ascertain the conflict sequence they are most likely to use.
  • Using the handout “Conflict sequence” we will explain the concept of applying the conflict modes in a conflict sequence as a way of providing a flexible approach for dealing with conflict. We will point out that the work styles of Controller, Influencer, Supporter, Analyser and Transformer are likely to have a preference for using some of the conflict modes over the other modes.
  • We will ask participants to complete the worksheet “Conflict scenarios”, to identify three current conflict scenarios, the conflict modes in each of the scenarios, and the conflict sequence that is most likely to be successful in them. We will ask participants in small groups to share the conflict scenario that are most difficult for them and to seek feedback/coaching on how best to apply the conflict sequence to the scenario. We will ask groups to share one conflict scenario with the whole assembly.
  • Using the handout “Working with conflict” we will task participants to complete the evaluation activity and review their responses. We will also suggest a follow-up using the handout “follow-up activity”.
  • We will look at practical tips of how to deal with situation, non-verbal choices, language choices and timing in particular.
  • We will look at taking a long term view and agreeing a way forward with an employee and setting ground roles and realistic expectations and the consequences of continued behaviours.
  • When enough is enough.
  • Do you have a “buddy”? Soul mate? Critical friend?

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If you have any communication or mobility needs that the event organisers need to be aware of please contact them  in advance of the course to let them know.