better resolutions

www.thetcmgroup.com © 2014

An introductionDavid LiddleChief Executive of The TCM Group


About TCM (Total Conflict Management)

We are a management consultancy with a difference. We are passionate about dialogue, about collaboration and about people. Our mission is to become the world leader in all aspects of collaborative business practices.

• We have been in business for 13 years

• Mediation is at the heart of everything that we do

• We have set up over 300 integrated resolution schemes in organisations across the UK

• We employ a team of full time mediators and trainers supported by world leading associates

• We are founder members of the Professional Mediators’ Association

• We are accredited by Customer First


“Better Resolutions™

promotes and encourages

positive relationships and

constructive dialogue. It’s

about leaders and managers walking the talk.”


The conflict competent organisation

Management and leadershipBetter Resolutions

Internal or external mediation

Investigations, hearings, appeals/ adjudication

Psychological Contract Employment Contract

Professional Early Conciliation Service

Values and governanceER, HR and IR strategySystems and processeswellbeing, engagement

CULTURE

Acas/Employment Tribunal

External relations -supply chain, customers etc.


Elements used to forge Better Resolutions™

1. Ulrich model of HR2. Transformational Leadership3. FAIR Mediation Model

THE MODERN MANAGERBetter conversations + better resolutions = better business.

Listener

Integrity

Compassionate

Emotionally

Intelligent

Facilitator

Problem-solver

Appreciative

EnquiryCoach


1. Emotional Intelligence and positive psychology• The psychological contract• Empathy and self awareness• Spotting problems and issues• Appreciative inquiry

2. Managing Conflict• Thomas Kilmann model• How and why conflict escalates• Impartiality and objectivity• Non violent communication

3. Managing Performance• Coaching for excellence• Giving and receiving feedback• Setting and evaluating targets• Monitoring and evaluating

progress

4. Managing discipline and absence• Investigation and interviewing

skills• Giving effective verbal warnings

5. Critical communication Skills• Active listening• Questioning• Challenging• Reframing skills

6. Managing Change• The Insight Change Model• Planning for change• The change curve• Motivational techniques• Building consensus

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du

les


7. Negotiation and facilitation skills• Assertiveness• Principled negotiation

8. Employee engagement• What is employee engagement?• The engaging manager• Giving employees a voice

9. Putting the customer first• Managing the customer journey• Developing a customer focussed

culture• Managing complaints and criticisms

10. Developing a high performing team

• Best practice for managing teams• Stages of team development• Facilitation skills for leaders• Resolving conflict in teams

11. Core Coaching skills• The FAIR and GROW models• Core coaching skills• Creating a coaching culture at work

12. Managing a diverse workforce• Introducing equality and diversity• Legislative context• Equality and diversity best practice

13. Core mediation skills• Setting up and running a

mediation session• Securing a commitment to

mediate

14. Evaluating leaders performance• Balanced scorecard• Financial reporting

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du

les


1. Auditorium style for large groups of 50+2. Workshop style for groups of 8-123. Simulated workshops using professional actors4. One to one coaching5. E-learning

Available to be licensed for in-house delivery after initial 12 month familiarisation period.

a) Are assertive yet empathetic

b) Are reflective and give their

employees time to reflect.

c) Create a safe space to talk and to

listen.

d) Focus on the positives not just the

negatives

e) Give and receive feedback non-

defensively

Conflict competent managers

www.thetcmgroup.com © 2013 www.thetcmgroup.com © 2013

•FAIR Mediation

•Transformational leadership

•Coaching

•Positive Psychology/ Appreciative Inquiry

•Emotional Intelligence

•Principled Negotiation

•Non Violent Communication (NVC)

•Neuro-Linguistic Programming (NLP)

•Transactional Analysis (TA)

•Cognitive Behavioural Therapy (CBT)

•Solution focussed therapy

•Mindfulness

Underpinning models and theories

www.thetcmgroup.com © 2013 www.thetcmgroup.com © 2013


“TCM’s Better Resolutions programme paved the way to a more strategic conversation about developing a culture of resolution. It linked to the wider context of our organisation.”

Angela Bathgate,Personnel Manager


“Everyone has a right to work in an environment of mutual respect, dignity and support. The TCM Model Resolution Policy is a positive move to attaining this. This Policy will help to transform the way workplace disputes are managed and in turn will change the working lives for the staff working within Kent County Council.

As a trade union representative, and also as a staff member, I am keen on the implementation of such a positive forward managing disputes in the workplace.”

Liz SkinnerUnison Steward and Service Conditions Officer

Kent County Council


Questions and discussion

1. Does it make sense?2. Does it meet your needs?3. How can we refine this programme to make

it even better?4. Would you like it to lead to a diploma in

People, Performance and Engagement?5. What are the next steps


Managers are required to manage increasingly complex HR and ER issues

Early or informal resolution is the most effective route to resolution

Better Resolutions closes the ‘leadership gap’

In conclusion...

better resolutions

Recruiting & HR

better business

com3 better resolutions

customer journeydeveloping

customer firstmanaging

conflict escalatesimpartiality

positive relationships

world leader

management consultancy