Handling Conflict Between Managers and Their Direct Reports

Conflict between managers and direct reports is as old as the first human business enterprise. Despite the inevitability of conflict, many managers are never trained in the basics of conflict resolution. 

Topics covered in this session

• Leading People: The hardest job on the planet
• Understanding the Problem
  • Conflict is always a shared responsibility
  • Where has the leader failed?
  • Where has the direct report failed?
• The Solution
  • The solution is always the leader’s responsibility
  • Leaders have the responsibility to
    • Create psychological and emotional safety
    • Build trust and loyalty
    • Inspire, motivate, and encourage
    • Coach, not criticize
    • Provide direction and focus
    • Get out of the way
• The difference between being a widget maker and a leader of widget makers is huge
• All Conflict Is Emotional
• Humans Are Emotional, Not Rational
• Emotions Cannot Be Solved With Logic or Reasoning
• The Leader’s Emotional Toolbox
• Never Use An “I” Statement
• The Two Types of Listening
  • Listening to Solve Problems
  • Listening to Solve People
• Until Your Direct Report Feels Heard, Nothing Will Change
• Listening Others Into Existence
• Leadership Empathy
• IRR – The “Go To” Technique for Stopping Any Fight or Conflict In Seconds

Who Should Attend:

• Supervisors
• Branch Managers 
• Team leaders
• Human resource managers
• Vice presidents
• Presidents, CEOs, CFOs
• Controllers
• Banking Officers/Directors
• Customer Experience