This document provides guidance for company tutors on managing conflicts that may arise in dual vocational training projects. It discusses defining problem solving as a competence, differentiating between problems and conflicts, parties involved in conflicts, and strategies for managing and resolving conflicts through listening, communication, empathy, assertiveness, and active problem solving. Company tutors are advised to prevent conflicts by maintaining motivation, communication, and feedback with trainees.

1. Module 3: LEADERSHIP
PreparingTutorsfor
WorkBasedLearning
Developed in the framework of the Erasmus+ Project 2018-1-RO01-KA202-049191
TOTVET - Training of Tutors and VET professionals for high quality in Work
Based Learning and Dual Learning
This publication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.

2. Summary
In this Leaning Tool you, as company tutor will:
 learn to recognize and identify the different parties involved
 understand to distinguish the different interests, needs, wishes
and concerns of the different parties involved.
 be able to manage and resolve conflicts that may arise between
the different positions involved in a dual vocational training project
such as the trainee, the company tutor, the tutor of the education al
center and other workers of the company.

3. Main issues:
DEFINITION OF THE COMPETENCE
Problem VS. Conflict
Ted Talk: Creative problem-solving in the face of extreme limits
PARTIES INVOLVED IN A CONFLICT
MANAGEMENT AND RESOLUTION OF CONFLICTS
Problem solving scheme
Case study: conflict management
Test: what’s your conflict resolution strategy?
PROBLEM SOLVING SKILLS
Do you want to learn more about the problema solving process?

4. DEFINITION OF THE COMPETENCE
What is PROBLEM SOLVING SKILL?
This skill recognizes the existence of a fact or circumstance
that makes difficult the achievement of a desired end.
It requires FLEXIBILITY and
THE SEARCH FOR ALTERNATIVES
It allows us to face diverse
situations, learn and apply our
knowledge to look for, implement
and evaluate possible solutions.

5. Problem VS. Conflict
We usually mix up PROBLEM and CONFLICT, we should learn the
difference between the two concepts to find the best possible solution.
PROBLEM CONFLICT
 A situation, a fact
 Something OBJECTIVE
 A question to consider, to resolve
 May or may not involve people
 Differences between people
 Somewhat SUBJECTIVE
 Feared and avoided
 Inherent in all relationships
How is it resolved?
 Analyzing different aspects that will
lead to the solution.
 Using different strategies
 It is necessary to take into account their
urgency and importance.

6. Watch the TedTalk “Creative
problem-solving in the face of
extreme limits”.
 Think about Navi Radjou’s ideas.
 Navi Radjou has spent years studying "jugaad," also known as frugal
innovation.
 Pioneered by entrepreneurs in emerging markets who figured out how to
get spectacular value from limited resources, the practice has now caught
on globally.
 Peppering his talk with a wealth of examples of human ingenuity at work,
Radjou also shares three principles for how we can all do more with less.
CLICK HERE TO
WATCH THE
TED TALK

7. PARTIES INVOLVED IN A DUAL VET SYSTEM
In a dual vet system the MAIN ACTORS are:
 The school tutor
 The trainee
 The company tutor
Among them, conflicts may arise in any direction. This is
completely normal because they work hand in hand everyday:
COMPANY
TUTOR
TRAINEE
SCHOOL
TUTOR

8. Nevertheless, there are other
different actors on
different levels involved in
a dual system.
They all adopt certain
responsibilities and tasks
depending on the country or
region.

9. Generally speaking the main parties involved in dual vet system and
their interests, needs, wishes and worries are:
INVOLVED
PARTIES
GENERAL INTERESTS, NEEDS, WISHES AND WORRIES
PUBLIC
ADMINISTRATION
To establish the legal framework in which the training is
going to be developed and the rules and guidelines that
other actors must follow and respect when carrying out a
dual vet training project.
CHAMBER OF
COMMERCE
In some countries as Germany and Austria the chamber of
commerce is responsible for verifying the suitability of the
companies and company tutors. They also have to advise
both, companies and trainees, and review and register the
training contracts. In addition, they are in charge of
everything related to the organization of the evaluation.
SCHOOL To train the student following the training plan.
COMPANY To train the trainee according to its needs.
STUDENT /
TRAINEE
To be successfully trained to become a competent
professional in his/her sector to find a job.

10. You, as company tutor, may :
- Be involved in the conflict
- Have to mediate between two involved actors
In both cases YOU should
know how to MANAGE and
RESOLVE conflicts in the
workplace.
Conflicts also may arise among these involved parties.

11. MANAGEMENT AND RESOLUTION OF CONFLICTS
Taking this sentence as point of departure it arises the question:
HOW CAN WE PREVENT CONFLICTS?
 Company tutors should:
 Keep trainees motivated
 Maintain a good communication
 Provide trainees with useful feedback
If you follow these general guidelines, you can avoid conflicts, to a
great extent.
But WHAT HAPPENS IF THE CONFLICT FINALLY ARISE?
 Company tutors must be able to manage and resolve them.
The best way to manage a conflict is to prevent it.

12. Let’s take as point of departure the idea that conflicts may arise in
the company and that it is completely normal, it is not the end of
the world.
We just need to know how to react and solve it, because if we let
the problem go, it may set a precedent and aggravate the situation.
Moreover, do not forget that conflict management is also part of
the trainee learning. We are training future workers and in the daily
life of a company we should solve problems and conflicts.
The company tutor should be an example for the trainee.
The best way to solve a conflict situation is by knowing the
interests, needs, wishes and worries of the parties, by following this
PROBLEM SOLVING SCHEME:

13. - LISTENING FIRST, SPEAKING
AFTERWARDS -
 First you have to listen attentively to the
trainee to know what lies behind the conflict.
 Then speak clearly but try to avoid the “you”
to blame him.
- PLACE AND TIME -
 Find the perfect place to speak
with the trainee. Try to be alone
with him/her. If the conflict is
with other worker, try to be far
from that person.
 Find the perfect moment to
speak with the trainee. Let some
time pass between the conflict
and your conversation.
- RESPECT -
 Be nice and respectful with the
trainee.
 Do not tackle the conflict as a
personal issue.
- OBJECTIVITY -
 Try to describe the situation
with objectivity, avoiding
subjective opinions,
generalizations or assumptions.
 Then, define the problem
and agree that it needs to be
solved.
- RESOLUTION -
 Suggest a beneficial solution to all parties.
 Probe different alternative solutions.
 Agree on one single solution.
 Ask for help if necessary.
 Original scheme in Spanish: Fundación Bertlesman

14. CASE STUDY:
CONFLICT
MANAGEMENT
ACTION: The company tutor takes advantage of a moment when the trainee is sending a
message to take him aside and repeat him that the mobile phone cannot be used during the
working day. The trainee responds that other workers do it too, and why he can't use it and the
others can, he insists that it is unfair and that he doesn't use it all the time either.
The tutor explains him that if a worker uses the mobile during working hours is because it
is something related to work, not for personal reasons, he clarifies that there are no different
rules for trainees and workers, that all have to comply with the same rules: it is not allowed to use
the mobile during working hours. The tutor remarks that in case he is one day pending of an
important news or someone has to communicate with him, they can call him to the company’s
telephone or send him a message that he can read during the break or the lunch time.
The trainee insists that other workers use the mobile when he does not see them. The
tutor tells him that he will talk to his colleagues to clarify this. After a few days, the tutor decides
to send a general statement remembering that the use of the mobile phone is not allowed during
the working day.
SITUATION: The trainee uses the mobile
phone to send messages during his
working day, at first discreetly, then more
and more openly.
Original source, in Spanish: Fundación Bertlesman

15. WHAT’S YOUR CONFLICT
RESOLUTION STRATEGY?
 This test will help you find out which conflict resolution style
you tend to use the most when confronted with such choice.
CLICK HERE TO
DO THE TEST
 Style I: You tend to avoid conflict at all costs.
 Style II: You are rather aggressive and tend to use force to get your way.
 Style III: You value good relationships more than you value goals and dreams.
 Style IV: You equally value your interpersonal relationships and your goals.
 Style V: Your strategy is honesty and openness.

16. Whether you are involved in the conflict or have to mediate between two
involved actors, you, as company tutor should train and master these
PROBLEM SOLVING SKILLS:
 COMMUNICATION:
Maintaining quality
communication
assures a solution.
 EMPATHY:
Putting
yourself in
the other’s
shoes.
 ASSERTIVITY:
Saying what you
think, and
thinking what
you say.
 LISTENING: Talking is
a necessity, listening is
an art.

17. - EMPATHY -
It is the ability to listen attentively and understand the thoughts,
feelings, concerns of others in a solid way even if they are not
expressed verbally or are partially expressed.
This usually happens because trainees are not able to express their
emotions and thoughts fully and sincerely, perhaps because of a lack of
trust, respect or fear of retaliation.
Company tutors have to know how their trainees feel. They should pay
attention to trainee’s words, non-verbal language, voice tone, body
posture, facial expression... You should "read" their feelings and
thoughts.
If there is a conflict, this analysis will help to resolve it.
Empathy is about PUTTING YOURSELF
IN THE OTHER’S SHOES.

18. - COMMUNICATION -
 Whenever we face a conflict, we must bear in mind that we are not
alone. A conflict involves more people and it is really important to
maintain quality communication in order to find the solution.
 Communication is "two-way", that is, it requires information to be
sent and received without problems.
 EFFECTIVE COMMUNICATION is necessary to distinguish the
INTERESTS, NEEDS, WISHES AND CONCERNS of the different
involved parties.
 For this reason it is important to develop communication skills
together with EMPATHY, ASSERTIVENESS AND LISTENING.
MAINTAINING QUALITY
COMMUNICATION ASSURES A SOLUTION

19. - ASSERTIVITY -
 Assertiveness allows us to express feelings, opinions and
thoughts at the right time and in the right way.
 Assertiveness brings us closer to the positive resolution of the
conflict. It will enable us to have successful relationships.
 Assertiveness makes it possible to defend one's rights without
denying or taking into account the rights of others.
ASSERTIVENESS IS BASED ON SAYING WHAT
YOU THINK, AND THINKING WHAT YOU SAY.

20. - LISTENING -
 As we have said, communication is "two-way", you should be
able to listen and understand information accurately.
 ACTIVE LISTENING is the process by which we focus our
attention on what the other person is telling us, in order to
understand in its full range of meanings.
 Only if you LISTEN to the message of the other, you will be able
to process the information accurately and understand the
conflict in depth. You will avoid misunderstandings and
find a solution to the conflict.
“TALKING IS A NECESSITY,
LISTENING IS AN ART” Goethe.

21. DO YOU WANT TO LEARN MORE ABOUT
THE PROBLEM SOLVING PROCESS?
 Visit this website and you’ll find:
 Free problem solving resources
 The four basic steps of the problem-solving process
 Articles
 Case studies
 Webcasts
 E-books
 Related contents
 …
CLICK HERE TO VISIT
THE WEBPAGE