Programme for managers and leaders

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An introduction
David Liddle
Chief Executive of The TCM Group

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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

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“Better Resolutions™
promotes and encourages
positive relationships and
constructive dialogue. It’s
about leaders and managers
walking the talk.”

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The conflict competent organisation
Management
and leadership
Better
Resolutions
Internal or
external
mediation
Investigations,
hearings, appeals/
adjudication
Psychological Contract Employment Contract
Professional
Early
Conciliation
Service
Values and governance
ER, HR and IR strategy
Systems and processes
wellbeing, engagement
CULTURE
Acas/
Employment
Tribunal
External
relations -
supply
chain,
customers
etc.

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Elements used to forge Better Resolutions™
1. Ulrich model of HR
2. Transformational Leadership
3. FAIR Mediation Model

7. THE MODERN MANAGER
Better conversations + better resolutions = better business.
Listener
Integrity
Compassionate
Emotionally
Intelligent
Facilitator
Problem-solver
Appreciative
Enquiry
Coach

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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
modules

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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
modules

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1. Auditorium style for large groups of 50+
2. Workshop style for groups of 8-12
3. Simulated workshops using professional actors
4. One to one coaching
5. E-learning
Available to be licensed for in-house delivery after initial
12 month familiarisation period.

11. 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
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12. •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
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“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

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“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 Skinner
Unison Steward and Service Conditions Officer
Kent County Council

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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

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 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...