Introduction

Conflict is an inherent part of any work environment, and facilities operations are no exception. Facilities managers and their teams regularly face disputes involving stakeholders, contractors, staff, and even tenants. Addressing and resolving these conflicts promptly and effectively is crucial to maintaining smooth operations and a positive work environment. This 5-day training course will equip facilities professionals with the knowledge and skills needed to manage and resolve conflicts efficiently, ensuring that conflicts do not disrupt the flow of daily operations and that all parties are engaged in a solution-oriented manner.

Objectives

By the end of this course, participants will:

1. Understand the causes and types of conflicts that arise in facilities operations.
2. Learn key conflict resolution strategies and techniques.
3. Develop the ability to communicate effectively during conflict situations.
4. Gain skills in negotiating and mediating between conflicting parties.
5. Learn how to prevent conflicts and foster a collaborative and harmonious working environment.

Who Should Attend?

This course is ideal for:

• Facilities Managers and Operations Leaders.
• Maintenance Supervisors and Technicians in leadership roles.
• Site Managers and Building Managers.
• Facilities Coordinators, Property Managers, and Supervisors.
• HR professionals involved in managing conflict and team dynamics in facilities operations.

Course Outline

Day 1: Understanding Conflict in Facilities Operations

• The Nature of Conflict in Facilities Management
  • Common sources of conflict in facilities operations: Budget constraints, differing priorities, external contractors, and tenant complaints.
  • Understanding the impact of unresolved conflicts on team performance and operations.
• Types of Conflict
  • Interpersonal conflict, team conflict, and organizational conflict.
  • Conflict between departments (e.g., facilities vs. IT, facilities vs. HR).
• The Role of the Facilities Manager in Conflict Resolution
  • How a facilities manager’s leadership style influences conflict management.
  • Balancing diplomacy and decision-making to resolve conflicts.
• Workshop: Identifying and categorizing conflicts in a case study.

Day 2: Conflict Resolution Theories and Techniques

• Conflict Resolution Styles
  • Overview of different conflict resolution styles: Avoiding, accommodating, competing, compromising, and collaborating.
  • How to choose the right style for different situations.
• Strategies for Conflict Resolution
  • The importance of active listening and empathy in resolving disputes.
  • Steps in the conflict resolution process: Identify the issue, understand each side, find common ground, and reach a solution.
• Mediation Skills
  • Techniques for mediating between conflicting parties in facilities management.
  • The role of neutrality and facilitation in the mediation process.
• Interactive Session: Role-playing conflict resolution scenarios in facilities operations.

Day 3: Effective Communication During Conflict

• Communication Skills for Conflict Resolution
  • The importance of clear, assertive, and respectful communication.
  • Techniques for staying calm and composed under pressure.
• De-escalation Techniques
  • How to defuse tense situations and prevent conflicts from escalating.
  • Using positive language to turn confrontational conversations into collaborative discussions.
• Managing Emotions in Conflict
  • Recognizing emotional triggers and controlling reactions in conflict situations.
  • Building emotional intelligence to better understand the perspectives of others.
• Workshop: Practicing de-escalation and communication techniques in role-play scenarios.

Day 4: Negotiation and Problem-Solving in Conflict Situations

• Negotiation Skills for Facilities Managers
  • The importance of negotiation in conflict resolution: Finding mutually beneficial solutions.
  • Steps in the negotiation process: Preparation, presenting proposals, bargaining, and closing.
• Collaborative Problem-Solving
  • Techniques for fostering collaboration and joint problem-solving during conflicts.
  • Using creative thinking to find win-win solutions.
• Handling Difficult Conversations
  • Addressing difficult or sensitive topics (e.g., performance issues, contractual disputes).
  • Strategies for staying solution-focused and constructive.
• Case Study: Role-playing a negotiation scenario between a facilities team and a contractor.

Day 5: Preventing Conflict and Creating a Collaborative Culture

• Preventing Conflict Before It Starts
  • Proactive strategies for identifying potential sources of conflict and addressing them early.
  • Building a culture of transparency, trust, and collaboration to prevent misunderstandings.
• Creating a Collaborative Work Environment
  • Encouraging open communication and teamwork across departments and teams.
  • Promoting shared goals and mutual respect to foster a positive and cooperative atmosphere.
• Managing Post-Conflict Situations
  • How to follow up after a conflict is resolved: Ensuring that resolutions are sustainable and that relationships remain intact.
  • Documenting and learning from conflicts to prevent future issues.
• Conclusion and Certification.