Conflict Resolution Coaching

Conflict Resolution Coaching

Do you have a business management degree or years of experience running a profitable small to medium sized business?  If you are looking for a new career path or if you want to increase your moneymaking opportunities, business coaching is the way to go.  Both a degree and on the job experience deems you qualified enough to teach others.

When offering your services as a business coach, there are many areas of business you need to consider.  Marketing is the most common.  Marketing enables the public to know about a company and the products or services they sell. Your step-by-step guide to running a successful and profitable business should include marketing, but don’t forget the smaller aspects.  For example, conflict resolution.

Conflict is common in the workplace and it comes in many different formats. 

Coworkers have conflict with each other.  Supervisors have conflict with their employees.  Business owners and employees have conflicts with clients.  Honestly, the list goes on and on.  Although conflict is common in the workplace, it is unhealthy.  It is your job to teach small business owners and their employees how to avoid workplace conflict and how to resolve it quickly and peacefully.

One of the best ways to teach your clients about conflict resolution is with role-playing.  If hosting a seminar retraining employees, pick a couple from the group.  Start with two employees playing themselves.  This is very important.  A disruptive workplace starts a chain reaction.  Create the scenario where the two coworkers are supposed to be working jointly on a project, but only one is carrying their weight.  Allow the two to attempt to resolve the problem themselves.  Then, step in.  Highlight the good choices and the bad.  Then, coach these coworkers through a positive resolution.  This involves calm voices, friendly tones, and no finger pointing.

Next, work on the conflict between supervisors and employees. 

If the business owner or manager is present you can use them for the exercise, but you may find little volunteers.  If that is the case, select one or, once again, use two employees.  Create the scenario that the boss is unhappy with the employee constantly showing up for work.  Start with the supervisor.  They need to calmly approach their employee and state their dissatisfaction.  Do not blame or accuse.  Next, the late arriving employee needs to explain him or herself.  In this situation, it is best just to apologize for the delay and state it will not happen again.  Excuses may lead to conflict.

Finally, role-play with a client and an employee.

All businesses strive to please their clients, but no one is ever 100% happy.  If the company you are working with is a retail store, use the example that a customer was double charged for a product.  They arrive in the store the next day.  There is little proof that they were overcharged.  In this situation, many employees and managers try to get out of refunds.  No business wants to lose or handout money, but think of the consequences.  A happy customer tells their friends, but an unhappy customer tells anyone who will listen.  Think long-term and about the company’s and employee’s reputation.  Offer a refund or allow the customer to grab another of the product.

As previously stated, the best way to practice conflict resolution is with role-playing. 

Unfortunately, not all business coaches are able to meet with their clients face-to-face.  In these instances, create literature for the business owner, supervisors, and employees to read.  Make it clear, short, and easy to read.

Regardless of how you teach your clients about conflict resolution, always highlight the important points in the end.  These include the consequences of conflict.  They are an unhappy client or disruptions in the workplace that can start a chain reaction.  Then restate the ways to avoid conflict, such as not placing blame, talking in a friendly tone, and addressing all issues as they arise and not later down the road.   

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