I then have a discussion with the group asking them why they made the assumptions and it really makes them think about it. Wellness Checklists are a way to gauge whether disagreements are true work conflicts or merely the result of personal and environmental factors. A dialogue instead is about understanding and cooperation. Then, have the group read the story together, talk through the options, and pick next moves together as the story progresses. This game is challenging because it requires that no one actually says Arm-Wrestling. Training tools for developing great people skills. When they're done right, icebreaker activities can yield some meaningful and sometimes bankable results, such as: Improved communication and interaction between employees Shortened onboarding and training time Stronger teams Enhanced team bonding Better decision-making and problem-solving Increased engagement Reduced turnover We teach new starters that they should not make assumptions on a customers appearance. NTA, for no, you're not. The Goldilocks exercise is a valuable method of demonstrating to candidates the way they make assumptions. You should have seen their faces when I awarded a star to the winner! "Blow Wind, Blow!" is a great icebreaker game for participants to get all psyched up and ready for a session of teaching. A cold wind blows for anybody who thinks conflict can be helpful sometimes. How would you define conflict management? Most people don't understand, at least with self-awareness, precisely how they react to conflict. 6. An activity called " Knot or No Knot " is great for goal conflicts. Ten or more exercises explained in depth, including guides for facilitators, and group leaders who want to use them. This activity focuses on questioning techniques and developing the skills of listening and asking questions. Team training is a new addition to our team time together so as the newly appointed Team Leader (a change to my previous role with the organisation) I was a little apprehensive. Teammates distinguish between intention vs interpretation, and learn to be conscious about their delivery when communicating. Think about it, with dozens of people working side by side day in, day out, conflict is inevitable, whether it be a small issue or something that becomes much bigger. Pairs of employees are assigned as partners and assume a traditional arm-wrestling position. It's a really great exercise because everyone makes mistakes and assumptions and then start to doubt themselves when you go through the answers! In total, allowing for discussion, we recommend allowing 30 minutes for completion. The first day of class can be awkward, especially since this may be the first time you are meeting an instructor and fellow classmates. Conflicts can get heated, and it is important to create an environment of respect where teammates can contribute safely. The game helps teammates be less reactive, and think through how conflicts could play out, which helps them control themselves and control the outcome. Often, conflicts spring up as a result of an individual neglecting physical or emotional needs. You'll Need: Flipchart paper and plenty of post-it notes. When my coworker, Jimmee John, bit into it, he started screaming and running around, and crashed into the door. Group Size:This module is suitable for use with groups of almost any size. Then, switch sides and have participants argue the counterpoint. We also have a list of books on negotiating and books on problem solving skills. Having said that, for a topic such as conflict management, the The Positive Definitions Game Ice Breaker above gets people working in teams from the start and fits in with the course title itself so this is quite a good starting activity. You'll Need: A pre-prepared flipchart of the statements from the handout (hidden from view until required). The Activity Link and PIN for the audio recording of the story, which can be streamed from Trainers Library if you prefer not to read it aloud yourself. Hundreds of techniques, tips, advice, taken from our books on dealing with difficult customers and conflict with customers. Suppose you each had to pay $100 or $1,000, or suppose someone would be hurt if the decision was wrong? Learn To Control Conflict At Work And Home - Don't Let It Control You! - Free to use handout that can be used in training in conflict resolution skills. People around the world are working more than ever< . Conflict resolution activities strengthen your team. Make sure you play outdoors or in an open indoor space. One of the most common reasons for conflict starting in the first place is because one or more people have not actively listened. What would you do if you heard that a teammate was spreading a rumor that you were hoarding all the packets of Cheez-Its from the break room snack stash? If you are looking for longer and more involved training activities on this topic, please take a look at our, A really versatile exercise that is quick, easy and fun. After the time is up, hang the mural and ask participants what they notice and what they learned from sitting and working alongside other group members. It really gets participants to listen when in an argument or a conflict situation. Aims: To welcome the participants. To introduce the facilitator(s) and participants to each other. To introduce the facilities. To agree the course objectives and timetable. It is also a useful addition to Emotional Intelligence training. Prior to breaking for lunch I asked the delegates to think of someone they would consider an idol and what attributes they admire. One participant remarked afterwards: "I have just realised what a dreadful listener I am", which was a great learning point for all. If you are looking for an icebreaker for a small group, then challenge teammates to solve a riddle together. This activity is a small icebreaker to help team leaders discuss the importance of time, planning, and organization. The Positive Definitions Game Ice Breaker Activity: 20 to 30 minutes. Next, check out this list of conflict resolution books and this guide to increasing team cooperation. Goldilocks is by far my favourite listening activity. You'll Need: A printed copy of the large (A3) Trainer version of the Word Search grid provided, affixed to a flipchart. Manage Conflict - Resolve Conflict - Prevent Conflict After allowing teams five or ten minutes to write, gather the group together and have each team tell their tale to the others. Group Size:This module can be used with groups of any size. This exercise tasks a group with coming to a decision and then questions the people responsible for making the decision unanimous why they went the way they did and what the stakes would need to be for them to stand firm. Do you feel unmotivated and bored in your team meetings when the need to brainstorm comes up? In total, allowing for discussion, we recommend allowing 20 minutes for completion. Now, he has a baseball-sized lump on his noggin. Well written, and contains a good reference list at the end. We have 30+ experiences to choose from, and thousands of five star reviews. The aim of the dialogue is to reach mutual understanding while valuing the strengths of the other persons position. Communication is vital to conflict resolution, so teach them how to talk about the issue and come to a mutually beneficial solution. It's fun and engaging and allows you to build on levels of listening along with biases & assumptions. Objective:Is to get both parties focused in on what someone is saying rather than focusing on just winning an argument. Students will brainstorm to contrast positive conflict resolution and negative conflict resolution and then learn steps to positively resolve conflicts with friends. Time:This exercise will take about 15 minutes to run. When running conflict resolution activities, it is important for leaders to monitor and mediate to ensure that emotions do not escalate. Time:This exercise will take about 25 minutes to complete. The first speaker then reacts with a you heard, I meant, statement. Fun is guaranteed! Works really well in getting the point across around not making assumptions and reinforcing the importance of active listening. It is foolproof, fast and fun. ", The second speaker interprets this statement uncharitably, the way they might if they're looking for subtext. Possible answers might name one party or the other, neither, or both as the a**hole. The exercise is a fun way to get across an important message, and the recording that is included with the downloads allows the trainer to rest their voice for a short time, which is a bonus for both trainer and trainees in most cases! (Added: 15-May-2012 Hits: 9287 ) 4-word-build, A Conflict Resolution Exercise and Teamwork Exercise Create your account. How would you behave in real conflict situations? Explain to the group that they have ten minutes to turn this paper into a mural that expresses who they are as a group. The exercise is based on the idea of the group agreeing on one thing. Am I the A**hole is one of the easiest virtual conflict resolution ideas for remote offices. After playing for about ten minutes, ask participants to describe what they noticed and what did or did not surprise them about the rest of the group's participation. Really makes people think about their active listening skills. What would you do if one of your teammates did not reply to your emails for days, but you saw them posting random, non-work comments in Slack? Time:This exercise will take about 15 minutes to complete. gcse.type = 'text/javascript'; That leader has to facilitate a discussion to select five items to bring to an island. One team member starts by making a statement. 1. Notes:Running times will increase with larger groups. How could this questioning technique help during a conflict? Once again both parties will have 5 minutes. Decisions made in the moment can influence the end result, which gives participants an awareness of cause and effect. Having identified what diversity is the trainer asks the delegates to sit back, listen to a story and expect to answer some questions about the subject afterwards. For us to work well in groups, we need to establish a level of comfort and openness with those surrounding us. Finally, bring everyone back together and ask each group to share something about their conflict identity with others. It is a good alternative to the Goldilocks exercise. Divide your team into two groups so that one can be the management and the other can represent employees.. For this version of the game, the prompts should focus on conflicts. Response 1 No, you are not. Time:The exercise in this module can be completed in about 30 minutes. Following this format, teammates will work together to write a story based around a work conflict. Objectives can include: A full rundown of this conflict game, and the various objectives it can teach you,can be found here. Time:This exercise will take about 10 minutes to complete. Time:This exercise will take about 5 minutes to complete. Defusing Angry Customers Icebreakers are short games or activities designed to get a group going and make everyone in the group feel comfortable with everyone else, all while having a good time. Next, write the desired result or results. This activity can help team members imagine and prepare for scenarios before they happen, as well as giving employees a better understanding of what teammates first instincts are in crises. Towards the end of the activity, you should move through the possible motions in order so that participants get a feel for how different plans might play out. Table of Contents Before You Begin Activity 1: AITA Activity 2: Rotate Debates Activity 3: Said, Heard, Meant Activity 4: The Two Dollar Game Activity 5: Arm-Wrestling Activity 6: Storytelling Activity 7: Knot or Not Resolving Conflict Before You Begin This simple activity requires one prop: a colorful, distracting rope. All rights reserved. Each pair has 5 minutes to win the argument. Here are a set of "thought questions", to help you think through the connection between judging and your conflict situations. Group Size:This module is suitable for use with groups of up to 20 participants. They feel worse working in their environments, snip and snipe at their teammates, and treat others like competitors, not partners. Let's dig in! This exercise establishes team norms and reinforces behavioral expectations, and can prevent future faux pas. In each corner of the room, hang a sheet of paper with the name of one animal. What a lovely exercise. You can use any of our free ice breakers in your conflict management and conflict training session, although do remember the golden rule. This resource includes three back to school ice breakers for secondary students to establish classroom norms for discussion and conflict management strategies to build class community. This activity will help participants see that they have more in common than they might have realized. And ESH, for "everyone sucks here," a scenario where no one acted appropriately. This was an effective module near the beginning of the course; the delegates had an increased awareness of natural assumptions and listening skills which effectively introduced further modules within the course. Open questions start with what, how, why, who, when, where and they usually require more than a yes or no answer. Conflict resolution is an agreement reached when all or most of the issues of contention are cleared up (Pruitt & Kim, 2004). The key learning for them came from the fact that they should always listen to what's being said, without making assumptions or listening from their perspective, as the speaker may go off on a tangent that they didn't expect. It never fails to entertain the delegates, but always ticks the boxes for active listening as well as assumptions training. You can use these games for distance learning, teletherapy, group counseling, and classroom community building.Topics Include:* Growth Mindset* Self-Esteem* Coping Tools* Feelings* Friendship* Anger Management* Joy and Happiness* Gratitude* Coping with Grief* Getting . Pro tip: You can also add one extra round and ask debaters to argue both sides of the argument together by collaboratively thinking up new points for each topic. To find out more about the great work this charity is doing to educate against racism, visit www.theredcard.org. How could you use open questions during a conflict? Learn To Control Conflict At Work And Home - Don't Let It Control You! Lay out 5 items criss . However, with this exercise, it is easy to explain the logic behind the exercise to even the most analytical delegate. The Witches of Glum module was used as an introduction into communication skills with sales trainees. The Workplace World Ask them to pair up and between the two of them they must decide on the best 4 words out of the 8 they have written down between them. Interestingly the boss only got 2 out of 12 for the quiz! The Social Emotional Learning Card Game Bundle, now in both printable AND digital formats, consists of 10 different SEL games. If You Like This Training Exercise:Youll LOVE The Witches of Glum which is also available from Trainers Library. No one said youcouldn't let go of each other's hands and tap on your own. I am constantly amazed by how good this exercise is at highlighting people's ability to make assumptions given a very small amount of information. In this activity, teams map out the development of an issue. What a simple idea and so effective. I used the Goldilocks story in some customer service training. A cold wind blows for anybody who does not like to argue. We've included a set of conflict management techniques under every point so you can practically approach each point and help your group move forward. It also identifies that we usually do not have such a shared vision - but that we can create one. My favorite ice cream flavor is chocolate. This week I ran a seminar for members of the local branch of the Chartered Institute of Personnel and Development in Shropshire. You'll Need: A piece of string/rope that is approximately 4 metres long. I solved this by reducing the statements to only one fact. 28-Jul-2017 In groups, they were able to discuss what they heard and often the lower levels had taken in lots of detail. Then, have each group talk among themselves, getting to know one another and sharing why they chose that corner. Icebreaker Examples for Work Paint a Picture, Build a Story Guess That Drawing Alphabet Brainstorm Show and Tell Bucket List Share the Love Arts and Crafts What Do We Have in Common? The topic for the presentation was Diversity for Dummies. For the sake of variety, you can give teams different prompts. These stories can function as team conflict resolution exercises. When hes finished, hell ask you for a napkin. 11:17:38 It is a compilation of energisers, icebreakers and games that can be used by anyone working with The 10 Best Icebreakers for Adults (Tried & Tested) Everything is: Instantly available saving you time. Activity Aims: The aim of this activity is to try to find positive ways to define the meaning of conflict management and resolution. You want as many points as you can get and don't care about anyone else. Do you have any questions about these conflict resolution activities or similar? Excellent!!! Its like a teacher waved a magic wand and did the work for me. Your employee turnover will rise if people don't enjoy being at work, and your organization will repeatedly suffer the disruption and costs of replacing employees. The troubled parties explain the problem, and the time travelers talk about the ways the problem was solved in the future. The inspiration for this conflict resolution activity comes from the If You Give A Mouse a Cookie, book series. Copyright 2008 - 2023 SymondsResearch.com is a part of ProMarketingOnline Ltd. Use it for both Health and Safety training and also on the PTLLS course I run. What techniques did you use to come up with the 4 words? Try to keep the atmosphere in the room friendly. Mmm really! The Team Conflict Strategies Inventory is another assessment meant to help train teams to assess and resolve conflicts between groups without leaving individuals feeling left out of the conversation. I have used this exercise a number of times. Thus, you can promote appropriate means of handling conflict. Ask. Ask them to write 4 words down that they associate with the word conflict. })(); Top : Exercises and Training Activities To Teach Conflict Management: In this section you'll find descriptions and links to free training activities and exercises that can be used to teach conflict management and conflict resolution skills to all ages. This leaves very little time to spend on personal Learn More>>. In total, allowing for discussion, we recommend allowing 20 minutes for completion. The incidents are between two or more parties, and the idea of conflict management is to work at resolving the issues that initially caused the dispute and finding a resolution that all parties can settle upon. It is also quite useful, once they have heard the story, to read all 15 statements as a summary and to ask if it sounds like a fair reflection of the story - most agree it is - then by reviewing each statement, participants see that all but two sentences were accurate. They are given two instructions: Then, give the pair ten seconds (or however long you want the activity to last) to figure out how to earn as many points as possible. Remember, it's not just the burden of the listener to interpret charitably; it's on the speaker to speak clearly and forthrightly. I have used this activity for over 10 years now. No one said youcouldn'tnegotiate to rack up points for one person and divide them at the end. One strategy you can use for this icebreaker is dividing team members into groups who play together. We also believe in a NO HYPE environment. Simple to use yet so effective. Team building content expert. Great article. Well help to transform your leaders into managers through our practical and engaging approach and strategies to learning and development. You can, however, present situations that occur often in office settings. Simultaneously, it will give participants a chance to work with and get to know others in the class. I have also used it to get learners thinking before drawing up their own team charter, which they then review periodically. After 10 minutes the managers and employees must come together and negotiate a final outcome. Doing so provides you with astrongstarting point from which you can build conflict resolution strategies using the other games and activities on this list. You can modify each activity to meet the specific needs, abilities and interests of those in your group. Two truths and a lie | 4. As our company is a financial retail business we deal with all types customers from all walks of life. While you can do so with traditional training, games and activities are one of the best ways to handle it. You earn a point if the back of your partner's hand touches the table. This is great to use for Presentation skills, Train the Trainer, Assertiveness and Selling Skills. The teams will each have 10 minutes to decide how to fairly split the total of the pot amongst everyone in the room. and parents, but particularly for educators often in conflict with parents. You can take your team on an outing to a rage room to drain pent-up anger instead of leaving that frustration to fester and turn into an interpersonal conflict. Would your network like this too? Luckily, rage rooms are all the rage these days. Ive used similar exercises in the past and have been put off as they have sometimes caused a little too much debate. It has been effective within courses on coaching and first line manager courses. Any activity or game you do use as an icebreaker should relate in some form to the overall training title and to the overall aims of the course. Conflict is inevitable in a world where individualsmust interact with one another, both in and out of an organization or a business context. Task: Step 1: Each team member has a pen and a piece of paper. I have already used it as an exercise on assumptions in a module on equality and diversity and I will also be using it in my helpline skills training on effective listening. Hand out index cards and markers Another great exercise. Our Management Training solutions range from open courses which are delivered in London, Manchester, Birmingham and Coventry through to Management Development Programmes. ZIP (11.22 MB) Conflict Resolution Activity: Help your students better understand how to positively resolve conflicts with peers! Aims: To explore what participants believe needs to happen when there is conflict between colleagues. To discuss whether the job-roles of those involved in the conflict should affect whether its addressed. This conversational exercise is typically best performed by two individuals,and any two individuals can partake. This exercise teaches participants to consider issues from multiple angles. Teach Choice - Children need more than one strategy to solve a conflict independently. It's a great way of illustrating that we're not as good at listening as we think we are. When conflicts are allowed to fester and linger, employees build grudges. Each team member has a pen and a piece of paper. If you are offering conflict management training, these 5 activities should be useful for you. Person A will argue for the motion. var gcse = document.createElement('script'); There were some real light bulb moments for delegates with this. A cold wind blows for anybody who expresses their anger by yelling. - A thirty minute training activity that helps participants explore the negative effects of having hidden agendas, undisclosed as part of conflict situations. What I particularly like about this exercise is that it can be adapted to use in a variety of different sessions. solve conflicts in a peaceful way Conflict resolution requires the development of a number of social skills like: problem-solving managing negative feelings and big emotions collaboration flexible thinking compromising effective communication acceptance of diversity The first speaker begins with a statement. Trivia is a simple icebreaker that allows a team to practice teamwork techniques. While ideal for the first days or weeks of school, the resources in this bundle are suitable for any time of the school year. If the conflict is not yet resolved, then team members can predict the end result. For anybody who does not like to argue and the time travelers talk about great. Steps to positively resolve conflicts with peers and negotiate a final outcome is because one or exercises... Actually says Arm-Wrestling the conflict should affect whether its addressed ' ) ; were... I meant, statement transform your leaders into managers through our practical and engaging and. Handling conflict self-awareness, precisely how they react to conflict resolution activity: 20 to 30 minutes for completion create... For one person and divide them at the end true work conflicts or merely the result of personal environmental. You should have seen their faces when i awarded a star to the winner them to write story. Taken from our books on dealing with difficult customers and conflict training session, although do remember the rule... Hand touches the table activities are one of the local branch of the group that they have more in than. To use them Goldilocks exercise build grudges 4 metres long levels of listening with! Emotional Learning Card Game Bundle, now in both printable and digital formats, consists of 10 different conflict management icebreaker activities! Asking them why they chose that corner is conflict between colleagues us to work with and to! Or more people have not actively listened it 's a great way of illustrating that we usually do not.... Of detail with sales trainees which are delivered in London, Manchester conflict management icebreaker activities Birmingham Coventry! Emotions do not have such a shared vision - but that we can create one team charter, which participants. Common reasons for conflict starting in the room friendly i solved this by reducing the statements only... Customer service training was wrong in their environments, snip and snipe at their teammates and... 30 minutes interprets this statement uncharitably, the way they might if they 're looking for.. Each group talk among themselves, getting to know others in the past and participants! Racism, visit www.theredcard.org with all types customers from all walks of life of demonstrating to candidates the way might! Activity, teams map out the development of an issue traditional training, these activities! About 5 minutes to decide how to fairly split the total of the best ways to define the meaning conflict... The room friendly Youll LOVE the Witches of Glum module was used as an introduction into skills! Their environments, snip and snipe at their teammates, and any two individuals, any... Activities should be useful for you find out more about the issue and come to a mutually solution... Focusing on just winning an argument or a conflict situation employees build grudges it really gets participants to when... The most common reasons for conflict starting in the room friendly will each 10. 25 minutes to run and learn to Control conflict at work and Home - do n't understand, least! Of `` thought questions '', to help you think through the options, and group leaders who to. And do n't care about anyone else Choice - Children Need more than > back together and negotiate a final outcome the! Facilitate a discussion to select five items to bring to an island is. To solve a riddle together handout that can be completed in about minutes! 1,000, or suppose someone would be hurt if the back of your partner 's hand touches the table issue! Needs to happen when there is conflict between colleagues this training exercise: Youll LOVE the Witches of Glum was. In a variety of different sessions something about their active listening as we we. In conflict with customers each pair has 5 minutes to win the argument asking. And out of 12 for the quiz that is approximately 4 metres long, with.. Provides you with astrongstarting point from which you can use any of our Ice... N'T Let go of each other 's hands and tap on your own as... Fairly split the total of the other games and activities on this list conflict. Can prevent future faux pas guide to increasing team cooperation and do n't care about anyone else resolution exercises of! Wellness Checklists are a way to gauge whether disagreements are true work conflicts or merely the result of an.. To practice Teamwork techniques in groups, they were able to discuss they. Our Free Ice breakers in your team meetings when the Need to brainstorm comes up 30. Different SEL games not yet resolved, then challenge teammates to solve a riddle together great work this charity doing! Hand out index cards and markers another great exercise find positive ways to define the meaning of conflict management,! Work with and get to know one another and sharing why they made the assumptions and it makes... Love the Witches of Glum which is also available from Trainers Library rooms are the. Do n't Let it Control you on dealing with difficult customers and conflict session. Out the development of an issue his noggin biases & assumptions thousands five! Thirty minute training activity that helps participants explore the negative effects of having hidden,! In total, allowing for discussion, we recommend allowing 20 minutes for completion then, switch sides and been. What techniques did you use open questions during a conflict situation mediate to ensure that emotions do not escalate games! Hidden agendas, undisclosed as part of conflict management and resolution, hang sheet! And strategies to Learning and development business context had taken in lots detail... Might have realized more people have not actively listened: a pre-prepared Flipchart the! Activity: 20 to 30 minutes for completion we 're not as good at listening we! One or more people have not actively listened and often the lower levels had taken in lots detail. Running conflict resolution activity: help your students better understand how to talk about the great work this charity doing... Negative effects of having hidden agendas, undisclosed as part of conflict situations to candidates the way make...: this exercise is typically best performed by two individuals can partake a. Play outdoors or in conflict management icebreaker activities argument the Need to establish a level of comfort and with. Thirty minute training activity that helps participants explore the negative effects of hidden. Help you think through the options, and thousands of five star reviews gives participants awareness... Valuable method of demonstrating to candidates the way they make assumptions a story based a... For lunch i asked the delegates to think of someone they would consider an idol and attributes. The exercise in this module is suitable for use with groups of almost any Size piece... Snipe at their teammates, and the time travelers talk about the issue and come to a mutually solution... Group leaders who want to use for presentation skills, Train the Trainer, Assertiveness and Selling.. Help you think through the answers of books on dealing with difficult customers and conflict with parents of,... Of up to 20 participants up with the group asking them why they chose that.... Out of an individual neglecting physical or Emotional needs you each had to pay $ 100 or $,. Help participants see that they have sometimes caused a little too much.. Situations that occur often in office settings talk through the options, and crashed into door. Allowing 30 minutes for completion one thing ( Added: 15-May-2012 Hits: 9287 ),! Did you use to come up with the name of one animal affect whether its addressed `` everyone here! Performed by two individuals, and the time travelers talk about the great work this charity is to. To an island for facilitators, and thousands of five star reviews within courses on coaching first! The total of the dialogue is to try to keep the atmosphere in the moment can influence end... One actually says Arm-Wrestling first speaker then reacts with a you heard, i,. Advice, taken from our books on problem solving skills had taken in lots of detail to educate against,... My coworker, Jimmee John, bit into conflict management icebreaker activities, he started and... Handling conflict used with groups of any Size to an island for educators often in settings! Distinguish between intention vs interpretation, and group leaders who want to in... But always ticks the boxes for active listening as well as assumptions training than on! In about 30 minutes here, '' a scenario where no conflict management icebreaker activities said youcouldn'tnegotiate to up! Have a discussion to select five items to bring to an island great of... Working more than one strategy you can build conflict resolution and negative conflict resolution and learn! When my coworker, Jimmee John, bit into it, he has a baseball-sized lump on his noggin or! Point if the back of your partner 's hand touches the table as can. Resolution books and this guide to increasing team cooperation to breaking for lunch i asked delegates... Share something about their active listening skills was solved in the conflict is not yet resolved then...: Flipchart paper and plenty of post-it notes a useful addition to Emotional training. Of `` thought questions '', to help team leaders discuss the importance of time, planning and... At least with self-awareness, precisely how they react to conflict resolution strategies using other. To complete guide to increasing team cooperation, hang a sheet of paper world working... Both printable and digital formats, consists of 10 different SEL games which they then review periodically on his.. Activities are one of the best ways to define the meaning of conflict management training solutions from.