Conflict resolution training for owner, operator & developer of senior living communities

As Australasia’s largest owner, operator and developer of senior living communities, this organisation employs 3,000 people in the retirement living sector and manages a portfolio of 70 retirement villages across both Australia and New Zealand.

The challenge

CMA was engaged to develop this client’s capability for effectively and efficiently resolving confrontations and, in the process, building better relationships with their key stakeholders. The participants were staff working in retirement villages whose role required them to deal with on-going conflict with residents and their family members.

CMA’s Solution

After conducting a thorough needs analysis with the client, CMA designed a tailored one-day Getting Past Conflict program that we delivered to retirement living staff across Australia and New Zealand. New skills were transferred into the workplace by a combination of the training, post-workshop follow-up (Commitment Sheets), email tips and access to CMA’s coaching hotline. CMA also provided participants with a number of resources that will enable longer-term application and retention of the skills learned – for example, a preparation template that can be used to prepare for all conversations, a desktop reference card and a detailed workbook.

The program was tailored specifically to provide the participants with skills to:

Manage conflict arising internally (within teams or across different retirement villages) and externally (when communicating with residents of the retirement villages and/or their family members),
Be able to manage conflict by managing the emotional state of the other person,
Build the confidence of the participants to be able to take control of the conversations,
Know when and how to listen empathetically and demonstrate understanding,

Be clear on possible options and direct the conversations to generate desired outcomes,
Be equipped to explain options in clear and easy to understood language,
Frame the purpose of the conversation, follow the process efficiently, stay on the point, and summarise effectively, and
Conducting the conversations in a way that restores and builds the relationships.

Conflict Resolution Case Study