Chapter 10

How to Manage Potential Conflict in Training Situations Conflict can occur at any time when you least expect it. Yes, even during meetings. It is a good idea as a trainer to be prepared for any type of conflict that could possibly occur during your training sessions. Conflict can take place if individuals disagree on a particular topic, subject, or goal. As a trainer it is your responsibility to handle and put an end to the conflict during your training session. Using conflict management skills will help you to target the problem yet maintain a professional manner so that your training session runs smoothly. There are four problem trainees to be aware of during your training session. • Dominant Trainees • Negative Trainees • Aggressive Trainees • Quiet Trainees Don’t ignore or pretend these individuals don’t exist if they are in your training. Identify the problem by managing instead of avoiding. With precise planning and strategies these conflict areas can be controlled. If tempers flare during a training session it is extremely important to manage your emotions. As a trainer you want to make sure you remain in control and don’t lose your cool. If you feel yourself becoming upset take time to calm down. When you feel the need to address an individual that may have upset you make sure you select the appropriate time and place. Don’t shut down with the individual that you are addressing your concerns with about what has upset you. Lastly, plan your conversation with things you want to mention that has bothered you. Describe behaviors that are not suitable during the training sessions with the problem trainees. Be careful not to make the trainee feel as if they’re under attack. Consider your approach when you confront the trainee. The goal is to keep a professional and friendly temperament. If this is not displayed you are likely to experience defensiveness or a trainee that’s not willing to cooperate. Paraphrase your content and emotions with positive and supportive things to say. Make sure you choose your words correctly and wisely to eliminate misinterpretation. It is okay to use immediacy and affinity to have positive effects not only in training but also in conflict circumstances. It is a good idea to be firm however, remember to remain your professionalism. Know your audience and know when to use prosocial behavioral alteration techniques. If you are conducting a training session for students it is better to use the behavior alteration technique. Prosocial behavior should be used on a more positive level to get individuals to do what you want them to do. Lastly, evaluate and improve your delivery by recognizing your strengths and weaknesses. Take your time on important material and explain in full detail. Allow trainees to talk during your training session. Be mindful not to stand in front of your visual aids. Offer your trainees an approachable demeanor so they can feel comfortable coming to you. Evelyn Rideau Pete http://www.mindtools.com/pages/article/newTMM_65.htm