Conflict Management

Overview

Audience: New Onboarding managers, managers with experience

Responsibilities: Instructional Design, eLearning Development

Problem and Solution:

A company wants is facing the problem of high staff turn over and low engagement level in certain areas where on-boarding process for managers is not in place. They decided to hire new managers and provide them with a platform that helps them learn about the company policies, their team and give them real life experiences of conflict management in the team and their role. his training will result in the orientation of the new managers allowing them to successfully connect with their teams and learn the business and functions of their area within the organization. This training will be done to welcome new managers and ensure they have the material needed to be successful members of the organization. The learners will focus on conflict resolution among the team members.

As a solution, this project consists of the preparations that are required in the role pf a manager in the company . This also consists of company expectations and guides them through scenarios that are anticipated to be faced by the new managers.

Process

I created the learning experience by defining learning outcomes and objectives and designing the learning. I designed detailed learning objectives, the evaluation strategies and a detailed lesson plan that can be used during the in-person training. The role play is one the methodologies that is used.

Learning Outcomes and Objectives

I followed Bloom’s Taxonomy to determine my learning objectives. I first defined “The learning Goal”.

The learner will have an effective team and a healthy workplace environment by reducing the current challenges of conflict management and providing organizational directions.

1. Without the use of any support, the learner can list the steps for de-escalating employee conflict, to the extent that:

● it is done in written format

● all 7 steps are recited in order

● the description of each step is provided within 10 min

● adheres to the “Addressing Employee Conflict In the Moment” section of the “Managing Employee Conflict” Manual, 2021.

2. Given a conflict among team members and a meeting to address it, the learner will be able to propose a solution, to the extent that:

● facts and misunderstandings are distinguished from different sides of the scenario

● key points of conflict are decided on

● at least 1 solution is constructed that addresses at least 75% of the key points of conflict

● solutions are mutually agreed on in writing among parties involved

● as per the “Managing Post-Conflict Resolutions” section of the “Managing Employee Conflict” Manual, 2021.

Design and Organization

I reviewed the company policies and the expectations they have from a new hired managers. I created the learning objectives using the information. I also reviewed the company handbook.

In this training, the facilitator will start by explaining the difference between the facts and misunderstandings to the learners. They would further direct the learners to brainstorm about the various situations that can create conflict or misunderstandings.

The facilitator will then provide the learners with a chance to learn by doing. They will be asked to choose a partner and practice a phone call with them. They will take turns to the hiring person and then the realtor. This will help them understand the situation from both sides and show empathy in a better way.

Further, they will be facilitated with case studies. They will also provide the learners with a checklist to keep a track of their learning.

They will then be given a potential scenario to discuss and present a role play in a group of 4. In this the learners will get a chance of being a manager and then the team member.