Running head: CONFLICT MANAGEMENT TRAINING PROPOSAL 1
Conflict Management Training Proposal
Prepared for O.C. Tanner Office Support Team
Prepared by Taylor Stearman
COM453
April 25, 2016
CONFLICT MANAGEMENT TRAINING PROPOSAL
TABLE OF CONTENTS
TRAINER BIOGRAPHY------------------------------------------------------------------------------- 3
EXECUTIVE SUMMARY--------------------------------------------------------------------------- 4-5
BACKGROUND OF O.C. TANNER’S OFFICE SUPPORT TEAM-------------------------- 6
NEEDS ASSESSMENT ANALYSIS ------------------------------------------------------------- 6-8
SKILLS TO BE TRAINED -------------------------------------------------------------------------- 8-9
CONFLICT MANAGEMENT TRAINING PLAN--------------------------------------------- 9-15
TRAINING RESULTS --------------------------------------------------------------------------------- 16
REFERENCES ------------------------------------------------------------------------------------------- 17
APPENDIX A ------------------------------------------------------------------------------------------18-19
APPENDIX B ------------------------------------------------------------------------------------------ 20-25
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Trainer Biography
Taylor Stearman has an A.A. from Mesa Community College and will obtain his
Bachelor of Arts degree in Organizational Leadership with honors from Arizona State University
in August of 2016. Taylor has received training certificates from multiple organizations,
including Starbucks and Mesa Septic and Rooter. Taylor manages a project team for Mesa Septic
and Rooter, where he practices exemplary leadership and fosters a culture conducive to learning.
In addition to project management, Taylor also engages in the training of new employees on
organizational processes and duties. His approachableness, optimistic approach to training, and
passion for facilitating growth in trainees has resulted in excellent testimonials from trainees and
praise from multiple high performance organizations.
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Executive Summary
This is a Needs-Based Training Plan Proposal for the O.C. Tanner Office Support Team.
Needs Assessment
I performed a Needs Assessment using a multifaceted questionnaire, as well as multiple
follow-up interviews. This assessment revealed issues in conflict management skills in the
organization’s virtual teams. This has resulted in unresolved conflict, poor relational links
between team members and other virtual teams, as well as a loss of productivity. The effects of
this issue are significant, lowering organizational efficiency and effectiveness, which is
especially costly. However, with purposeful training this communication issue can be addressed
and resolved. In my opinion, training for all Office Support team members in skills of conflict
management will alleviate these problems, once trainees implement the skills.
Conflict Management Training Plan
Objectives
At the end of the training employees will be able to: use an integrated approach to understand
other positions, adjust messages for people with varying communication styles, approach conflict
as an initiator, and respond to conflict as a receiver.
Time Requirement: 9:00AM-12:00PM (3 hours)
Number of Trainees: 8
Technology and Equipment Required From Client: LCD projector and whiteboard than can
also be used as a projector screen. From the conversations I have had with my organizational
contact, I understand that this equipment is available in the conference room at the company’s
local Phoenix office. The trainer will provide all other technology and equipment.
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Executive Summary, continued
Logistics: Use of conference room at company’s Phoenix office, eight chairs, two tables that can
comfortably seat four trainees each.
Materials and Supplies: The trainer will provide all writing materials that will be used for this
training session including all handouts, dry-erase markers, and pens. The organization will need
to provide refreshments for training breaks.
Budget: The training will be administered free of charge. Reimbursement: materials, supplies
and refreshments for eight employees will cost approximately $45.
Methods and Format: The training is formulated in segments to collectively train the elements
of effective conflict management detailed in the objectives. The methods used in each segment
include: lectures, guided group discussions, knowledge-check group activities, and experiential
role-playing activities. The plan was designed using multiple credible and up-to-date approaches
to Andragogy, in an effort to train these employees as effectively and efficiently as possible.
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Background of O.C. Tanner’s Office Support Team
O.C. Tanner develops strategic employee recognition and reward solutions that help
people accomplish and appreciate great work (O.C. Tanner, 2016). This privately held
organization was founded in 1927 and pioneered the recognition industry. The fundamental
purpose of O.C. Tanner is to recognize employees and teams in an effort to drive engagement,
motivation, and organizational results. O.C. Tanner has more than 8,000 clients in 150 countries,
and more than 1,500 employees from 56 countries of original origin (O.C. Tanner, 2016). The
Office Support team is a virtual team that utilizes mediated technology to communicate both
internally and externally. This virtual team is in charge of supporting sales offices with any and
all issues including overflow, training needs, etc. The individuals on this team are men and
women between the ages of 27-54. These are the individuals I will be training and for whom this
proposal has been specifically developed.
Needs Assessment Analysis
A Needs Assessment in the form of a questionnaire was developed and given to Teashya
Padbury, my contact at O.C. Tanner’s Office Support Team. Ms. Padbury’s contact information
can be found in Appendix A of this document. In addition, the filled out needs assessment
questionnaire can be found in its entirety in Appendix B. The context that is addressed in the
assessment stemmed from my initial conversations with Ms. Padbury, in which she pointed out
relational issues, specifically when mediated technology is utilized, that were resulting from
ineffective conflict management. The purpose of the needs assessment was to assess what skills
the employees were lacking, what they already knew, and whether the organization would
benefit from training on any of these skills.
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This analysis was sequenced in a general-to-specific format, in which the initial questions
are very general and become gradually more specific as the survey taker completes the
questionnaire. For example, the first question is general in that it assesses whether or not a
training program that would teach these skills already exists within the organization.
Additionally, the fourth question demonstrates the way in which they become more specific in
that it assesses whether or not employee processes and behaviors are consistent with this training
that they receive. The variations of potential answers were developed in a combination of both
multiple-choice and Likert formats.
Upon the completion of the assessment, analysis, as well as multiple follow-up
conversations with my organizational contact, it is apparent that Ms. Padbury’s virtual team
faces communication issues regarding conflict management. These issues could be mitigated if
team members were to adjust messages for people with varying communication styles and
approach conflict as an initiator and respond as a receiver (“MindTools,” 2015).
Ms. Padbury was kind enough to share an example of how these issues affect
effectiveness at her organization. In this example, two virtual team members were working on a
reward proposal together for one of their clients, DOW, however the members assigned to the
task had very utilized different approaches to their job, as well as communication, which led to a
great deal of conflict. Throughout the project the two employees struggled to meet milestones
and delivered a program proposal that was a much lower quality than any proposals the two had
generated in the past. Being that DOW is a particularly large client for the organization, the
quality of the proposal that the two team members developed was not sufficient enough to be
used. This resulted in the proposal being assigned to another team. Though this team was able to
produce a quality proposal, the organization was negatively affected by the loss of time.
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Additionally, had the DOW account been lost as a result of this low-quality proposal the
ramifications would have been much more significant. Conflict in the workplace is inevitable,
however, “using integrated approaches to understand others by effectively adjusting messages
for those with varying communication styles, approaching conflict as an initiator, and responding
as a receiver can alleviate the negative effects associated with conflict” (“MindTools,” 2015).
Had the team members in Ms. Padbury’s example had these skills, it is likely that the situation
would have benefitted significantly.
Skills To Be Trained
Conflict occurs when two individuals or groups perceive some incompatibility between
themselves. Being that team members within an organization pursue various goals collectively,
conflict can result in various negative organizational effects. After assessing O.C. Tanner’s
Office Support team, I have determined that the conflict management skills that the team lacks
include: using an integrated approach to understand other positions, adjusting messages for
people with varying communication styles, and approaching conflict as an initiator and
responding as a receiver. The specific spoken communication skills that I will teach are
associated with conflict management as it pertains to virtual sales teams utilizing mediated
technology to communicate.
“Conflict in the workplace can destroy good teamwork. And, if it’s managed in the wrong
way, real and legitimate differences between people can spiral out of control, resulting in
situations where cooperation breaks down and the team’s mission is threatened” (“MindTools,”
2015). This is where using an integrated approach to understanding other positions and adjusting
messages for those with varying communication styles are especially beneficial. By effectively
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utilizing these skills when managing conflict, the “conflict can be constructive, lead to creative
solutions, and help people work together productively” (“MindTools,” 2015).
Approaching conflict as an initiator and responding as an receiver emphasizes
understanding everyone’s positions and perspectives, and using that information to find mutually
beneficial solutions to conflict (“MindTools,” 2015). This is an important element regarding
conflict management that can have significant effects on organizational effectiveness and
productivity. When team members work together to find mutually advantageous ways of dealing
with conflict, they “have an opportunity to capitalize on diverse perspectives and find alternative
ways of doing things” (“MindTools,” 2015).
Training these skills will help the trainees on the Office Support team to understand how
conflict occurs, implement the necessary tools to resolve conflict, and be able to help people
accomplish work together more productively. By understanding the various differences in
communication styles, the virtual team will have the opportunity to capitalize on diverse
perspectives and find alternative ways of doing things (“MindTools,” 2015).
Conflict Management Training Plan
After determining that O.C. Tanner’s Office Support team had a need for these conflict
management skills, I have chosen to conduct a training session that will teach all Office Support
team members to understand and effectively utilize these skills. The specific conflict
management skills to be trained include: using an integrated approach to understand another
person’s position, adjusting messages for people with varying communication styles,
approaching conflict as an initiator and responding to it as a receiver.
Training Objectives
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In my opinion, training in these specific conflict management communication skills will
benefit organizational effectiveness, as well as team productivity. In addition training on these
skills could potentially establish cultural norms that could positively influence how conflict is
managed company-wide. By the end of the training session the Office Support team be able to:
understand how conflict occurs, understand the various differences in communication styles, and
implement the skills necessary to resolve conflict in a mutually beneficial manner.
The training plan that I have outlined is unique to O.C. Tanner and is to be administered
in one three-hour session to eight virtual team members. The plan was designed using multiple
credible and up-to-date approaches to Andragogy, in an effort to train these employees as
effectively and efficiently as possible. In addition, this training plan has been organized
according to Beebe, Mottet, and Roach’s (2013) five steps to teaching a skill; tell, show, invite,
encourage, correct (p.90-93).
Ice Breaker Activity
The icebreaker that I will use for this group is Word Association. This icebreaker helps
people begin to explore and become familiar with the topic of the training. For example, for
communication training on conflict management, the trainer asks for words or phrases that come
to mind relating to “conflict” or “conflict management”. The trainees would then suggest words
that they associate with this topic, which can be written or clustered on a white board. This can
be used as an opportunity to introduce essential terms and discuss the scope of the training. I
have chosen this icebreaker, because the team that I will be training is already familiar with each
other. Therefore the best use of training time would be to begin familiarizing the trainees with
the concepts.
Necessary Technology
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For this training session I will need the organization to provide the following technological
equipment:
• LCD projector
I will be able to provide the additional technological equipment that is required for this training
session, which includes:
• Four Apple IPads
Logistics
From the conversations I have had with my organizational contact, I understand that all
of the necessary equipment required for the training is available in the conference room at the
company’s Phoenix office. Additionally, I have learned that the Office Support team holds
monthly face-to-face meetings at the Phoenix office. In an effort to make the training as efficient
and cost effective as possible I have coordinated the training to be conducted on the same day as
one of these meetings. I will be providing all written materials needed to conduct this training
session. Additionally, I will require the organization to provide the technological equipment
listed in the following section, Technology, to conduct this training. I will coordinate with the
organization’s Executive Assistant for necessary accommodations including transportation of
equipment, access to power sources, lighting, facilities access, and necessary layout of the
training room. The training will also require eight chairs and two tables that can be moved with
relative ease and comfortably seat four trainees each.
Handouts
For this training session I will be providing trainees with a participant’s guide, which includes:
a brief outline of the training session with a summary of the training objectives,
the training schedule,
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a brief description of each training element,
note-taking versions of the PowerPoint presentations,
questionnaire on conflict management.
Required Supplies
I will provide all writing materials that will be used for this training session including all
handouts, dry-erase markers, and pens. The organization will need to provide refreshments for
training breaks, as well as a whiteboard that can also be utilized as a projector screen.
Budget
An itemized list of the resources that will need to be provided by the organization include:
Refreshments
LCD projector
Whiteboard that can be utilized as projector screen
An itemized list of the resources that the trainer will be providing include:
Participant guides (8; plus backup guides)
Pens (at least 20)
Dry-erase markers (4)
Apple IPads (4)
My organizational contact has informed me that the company already owns multiple LCD
projectors, as well as multiple conference rooms equipped with white boards that can be utilized
for training purposes. Considering that the organization will not have purchase these resources,
the only item left to provide is refreshments for eight team members. I estimate the refreshments
to be approximately $45. The trainer will provide all additional resources.
Training Format
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This training was designed to be the most effective training plan possible for the age and
learning styles of these specific employees (Beebe, Mottet, and Roach, 2013). In addition, this
training plan has been organized according to Beebe, Mottet, and Roach’s (2013) five steps to
teaching a skill; tell, show, invite, encourage, correct (p.90-93).
The introduction of training topic and objectives lecture provides trainees with the
training that is to come, as well as the objectives of the training itself.
The video demonstrating the effects conflict management skills on individual, team, and
organizational effectiveness provides trainees with an explanation of how training this
communication skill will benefit them, their team, and their organization.
The conflict management practices lecture utilizing visual aids is used to describe the
communication skill and how it is properly utilized.
Guided group discussion on conflict management practices utilizing interaction
management strategies is used to reinforce the information that was just described.
The lecture on how to how to effectively use an integrated approach to understand
another’s position and how to effectively adjust to varying communication styles begins
the show step in teaching a skill and is used to demonstrate how these specific
communication skills are utilized effectively to benefit conflict management.
The video demonstrating how to approach conflict as an initiator and respond as a
receiver is another portion of the show step in which the effective use of a conflict
management communication skill is demonstrated to trainees.
The group discussion on performing the conflict management communication skills
utilizing the round robin technique is used to reinforce the demonstrations that the
trainees have just experienced.
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The experiential activity in this training plan is used to invite the trainees to perform the
skills that they have just learned. The Group discussion on actual situations that the
trainees have experienced involving communication skills and conflict management is
utilized to determine the scenarios that the trainees will act out in the replay of life. Next,
the introduction of the experiential activity will help to inform trainees on how to conduct
the activity and engage them. Being that the group of individuals I am training work in a
virtual team together, I felt that this activity would be best conducted utilizing mediated
technology. Therefore, I decided to integrate the Apple IPads into the activity by having
the trainees practice what they have learned using this technology, rather than face-to-
face interaction. During the role-playing, as well as in the group discussion following the
replay of life, trainees will be encouraged and corrected. This process will ensure that
trainees are sufficiently learning and are able to effectively apply the training objectives
that the program teaches.
The final lecture debriefing the trainees and reiterating the training objectives utilizing
visual aids will be used to reiterate and assess the attainment of the training objectives.
Delivery Plan
9:00AM-12:00PM
Icebreaker (10 minutes): 9:00AM
Introduction of training topic and objectives lecture utilizing audio and visual aids (15
minutes): 9:10AM
Video demonstrating the effects conflict management skills on individual, team, and
organizational effectiveness (10 minutes): 9:25AM
Conflict management practices lecture utilizing visual aids (15 minutes): 9:35AM
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Guided group discussion on conflict management practices utilizing interaction
management strategies (10 minutes): 9:50AM
Break (15 minutes): 10:00AM
Lecture on how to how to effectively use an integrated approach to understand another’s
position and how to effectively adjust to varying communication styles (15 minutes):
10:15AM
Video demonstrating how to approach conflict as an initiator and respond as a receiver
(10 minutes): 10:30AM
Group discussion on performing these conflict management skills utilizing the round
robin technique (15 minutes): 10:40AM
Group discussion on actual situations that trainees have experienced involving
communication skills and conflict management (10 minutes): 10:55AM
Introduce experiential activity utilizing the role playing method replay of life (5 minutes):
11:05AM
Division of trainees into two random groups of four (5 minutes): 11:10AM
Role play: Replay of life (20 minutes): 11:15AM
Group discussion on replay of life utilizing the round robin technique (15 minutes):
11:35AM
Lecture debriefing trainees and reiterating the training objectives utilizing visual aids (10
minutes): 11:50AM
End: 12:00PM
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Training Results
As previously mentioned, conflict occurs when two individuals or groups perceive some
incompatibility between themselves. Being that team members within an organization pursue
various goals collectively, conflict can result in various negative organizational effects; however,
training on conflict management skills can alleviate these affects. O.C. Tanner demonstrated a
need for these skills, which was made evident by the multiple examples of issues stemming from
conflict pointed out by my organizational contact, Ms. Padbury, as well as her responses to the
needs assessment questionnaire.
This training plan is unique to the Office Support team at O.C. Tanner and is to be
administered in one three-hour session to eight virtual team members. By utilizing the
knowledge gained from the training and effectively implementing these skills in the team’s
virtual environment, members of the Office Support team will experience an increase in
productivity and organizational effectiveness. The benefits will be realized by enhancing the
team’s collaborative competency by improving conflict management skills. This increase in
collaborative competency will help team members to work together and find mutually
advantageous ways of dealing with conflict, which provides an “opportunity to capitalize on
diverse perspectives and find alternative ways of doing things” (“MindTools,” 2015).
After the training is concluded, I will evaluate the programs effectiveness and success in
regard to meeting the objectives stated with this training by assessing the affective, cognitive,
and behavioral learning outcomes. I will then interpret this data and use it to analyze the overall
effectiveness of the training program in regard to trainee competency and measurable
organizational benefits.
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References
Beebe, S. A., Mottet, T. P., & Roach, D. K. (2013). Training and Development: Communicating
for Success (2nd ed.). Boston: Pearson.
MindTools (2015) Bite-Sized Scenario Training: Managing Conflict. Retrieved from
https://www.mindtools.com/community/Bite-SizedTraining/ManagingConflict.php
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Appendix A
Contact Information and Consent Form
T. Padbury | (480) 335-1010 | [email protected]
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Appendix B
Needs Assessment Questionnaire
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