Introduction

Conflict is an inevitable part of any work environment, especially in Facilities Management (FM), where teams often deal with complex, high-pressure situations. Whether it’s between team members, departments, or stakeholders, unresolved conflict can lead to inefficiency, reduced morale, and compromised service delivery. This 5-day training course focuses on equipping Facilities Managers and leaders with the essential skills to recognize, manage, and resolve conflicts in facility operations. Participants will learn practical techniques to handle disputes constructively, fostering a more collaborative, productive, and harmonious work environment.

Objectives

By the end of this course, participants will:

1. Understand the sources and types of conflict in FM operations and how to address them.
2. Develop strategies for conflict prevention and early intervention.
3. Gain skills in managing and de-escalating conflicts in high-pressure situations.
4. Learn how to mediate conflicts between team members and other stakeholders.
5. Improve communication and emotional intelligence to handle conflicts with professionalism.
6. Create a conflict resolution plan tailored to their specific FM teams and operations.

Who Should Attend?

This course is ideal for:

• Facilities Managers, Supervisors, and Directors.
• Team Leaders and Project Managers in FM.
• HR professionals and trainers within the Facilities Management sector.
• Anyone involved in managing or coordinating teams, vendors, or stakeholders in FM operations.
• Individuals looking to enhance their conflict management and resolution skills in a facilities context.

Course Outline

Day 1: Understanding Conflict in Facilities Management

• Introduction to Conflict in FM Operations
  • Defining conflict and its relevance to Facilities Management.
  • Common sources of conflict in FM: Resource allocation, maintenance issues, departmental priorities, and vendor relationships.
  • The impact of unresolved conflict on team morale, efficiency, and service delivery.
• Types of Conflict in FM
  • Intrapersonal conflict: Inner conflicts within individuals in FM teams.
  • Interpersonal conflict: Disagreements between individuals or departments.
  • Organizational conflict: Conflicts arising from policies, goals, or culture within the organization.
• Conflict Dynamics and Behavior
  • Understanding different conflict styles: Avoiding, accommodating, competing, compromising, and collaborating.
  • Identifying your own conflict management style and its impact on FM operations.
  • How personalities and stress affect conflict escalation in FM environments.
• Workshop: Participants will identify common conflict scenarios in their own FM operations and discuss the sources of conflict in small groups.

Day 2: Communication Skills for Conflict Resolution

• Effective Communication for Managing Conflict
  • The role of communication in preventing and resolving conflict.
  • Active listening skills: How to truly understand the other party’s perspective.
  • Non-verbal communication: How body language, tone, and facial expressions influence conflict resolution.
• Emotional Intelligence in Conflict Management
  • Understanding and managing emotions during a conflict.
  • How to stay calm and objective when emotions are running high.
  • Developing empathy to understand the concerns of others and defuse tense situations.
• De-Escalation Techniques
  • How to defuse heated situations without escalating the conflict.
  • Using neutral language and reframing negative comments to keep conversations productive.
  • The importance of staying solution-focused in conflict resolution.
• Role-Playing Exercise: Participants will practice using communication and emotional intelligence techniques in simulated conflict scenarios.

Day 3: Strategies for Conflict Prevention and Early Intervention

• Preventing Conflict in FM Operations
  • The importance of clear communication, expectations, and defined roles to prevent conflict.
  • How to set clear policies and procedures to minimize misunderstandings.
  • The role of regular team meetings and check-ins in preventing issues before they escalate.
• Early Intervention Strategies
  • Recognizing the early signs of conflict and addressing them before they escalate.
  • How to approach team members and stakeholders when a conflict begins to surface.
  • Techniques for mediating small issues before they grow into major disputes.
• Building a Conflict-Resilient Team
  • Encouraging a culture of openness and trust where conflicts can be addressed early.
  • Providing training and development to enhance conflict management skills in your FM team.
  • How to foster collaboration and cooperation to reduce the likelihood of conflict.
• Case Study Review: Participants will review real-world FM conflict scenarios and discuss strategies for early intervention.

Day 4: Mediation and Negotiation Techniques for FM Leaders

• The Role of Mediation in Conflict Resolution
  • Understanding the mediation process: The neutral third-party approach to resolving disputes.
  • When to mediate versus when to escalate: Knowing your limits as a manager.
  • How to maintain neutrality and create a safe space for open dialogue.
• Negotiation Skills for FM Managers
  • Key principles of negotiation: Preparation, flexibility, and win-win outcomes.
  • How to negotiate effectively with vendors, contractors, and other departments.
  • Managing difficult conversations and finding mutually agreeable solutions in FM conflicts.
• Creating a Mediation Framework for FM Teams
  • How to design a conflict resolution framework tailored to your FM operations.
  • Setting up processes for conflict reporting, escalation, and resolution.
  • Building a mediation toolkit: Templates, forms, and guidelines for managing conflict in FM.
• Role-Playing and Simulation: Participants will engage in role-playing exercises focused on mediation and negotiation in FM contexts.

Day 5: Implementing Conflict Management Strategies and Long-Term Solutions

• Developing a Conflict Management Action Plan
  • How to develop a clear conflict management strategy for your FM team.
  • Establishing conflict resolution policies and procedures.
  • Best practices for tracking, measuring, and improving conflict management processes over time.
• Leadership and Conflict Resolution
  • How to lead by example: Modeling positive conflict management behavior.
  • The importance of maintaining a calm and professional demeanor during conflicts.
  • Empowering your team to manage conflicts independently while providing support when needed.
• Creating a Culture of Conflict Resolution
  • Promoting ongoing conflict management training for FM teams.
  • Encouraging open communication and feedback to prevent future conflicts.
  • Developing resilience within teams so they can manage and learn from conflict situations.
• Capstone Exercise: Participants will work in teams to develop a conflict management plan for a hypothetical FM issue, using the tools and strategies learned during the course.
• Conclusion and Certification.