All conflicts can be resolved
Conflict management
Avoid the meeting ending in conflict
Training in conflict management for frontline service employees
As a frontline professional, it's often you and your colleagues who define rules and needs fulfillment. But often you end up negotiating with citizens about whose rules or needs should be taken into account the most. This places special demands on your communication - both verbal and non-verbal - to avoid the meeting ending in conflict.
Authority and understanding conflict
When you meet a citizen, the power relationship is often asynchronous because you represent the municipality or organization. But today, you don't necessarily gain authority from your position - more and more people feel entitled to define their own rules as individuals. Therefore, authority, roles and professional identities cannot be taken for granted, but must be negotiated in the situation.
Conflict management is not only about tools and techniques, but also about understanding the situations, social relationships and contexts you are in. By strengthening your conflict management skills, you will:
- Knowledge and methods to ensure good and smooth collaboration in citizen-facing work.
- Tools to ensure that collaboration and decisions are based on a solid, shared and evidence-based conflict professional foundation.
- Knowledge of concrete tools and methods to prevent the typical challenges and conflict situations that arise in your work.
- Understanding conflict, including cultural and individual aspects of the conflict situation.
- Perspective understanding.
- Negotiation technique.
- Understanding mentality.
- Transactional analysis.
- Understanding how the brain and nervous system try to optimize safety.
- Training on how to handle conflict situations.
- Understanding the exercise of authority in late modern society.
