There are a variety of ways to manage conflict, depending on the level of the dispute. A well-trained manager may often be capable of calming low-level disputes with a quiet discussion. To prevent cases from escalating to the level where a formal process is required, early intervention through mediation can be highly effective. However, there are always going to be situations where conflict escalates beyond a resolvable level, which require formal investigation. In such cases, to minimise costs, disruption and emotional impacts on all involved a well-trained investigator is essential.
At CMP, we believe that in order unhelpful conflict can be avoided by developing a culture of intelligent conversations. We call this Conversational Intelligence.