Conflict Is Inevitable  

Conflict is inevitable. Everyone brings their own
expectations, values, personalities and histories to work with them. Those
differences are a source of strength and creativity. They’re also a source of
conflict. Conflict will happen, but conflict, in and of itself, is not a bad
thing. Handled correctly, it is an opportunity to learn and grow.

That is not how it most people naturally respond to conflict.
Some feel it is to be avoided or downplayed at all cost. Some see conflict as a
competition to be won. Still others try for compromise or accommodation.
Frustration and resentment arise. Without training for conflict resolution, the
Competitors are left arguing with each other or steamrolling a Compromiser,
while the Avoider is wishing they’d leave her out of it.

Conflict Resolution Is Learnable  

Fortunately, conflict resolution is a skill you can learn,
and The Maryland Center for Hospitality Training has experienced professionals
to teach you. Using both direct instruction and guided practice, we teach
participants how to assess conflicts and implement strategies to resolve them.

Resolving conflict requires the ability to identify its source – not only the presenting issue but the underlying assumptions of those involved. MCHT teaches active listening. Is the conflict due to different expectations? Different goals? Personalities? Cultures? Listen to find out.

After we’ve taught participants to identify the core issue, our trainers lead them through strategies for successful conflict resolution based on mutual respect and collaborative problem solving. They’ll learn how to communicate effectively, de-escalate emotional situations, and evaluate potential solutions. With training, everyone can become more adept and comfortable addressing conflict.

Conflict Resolution Leads to Growth  

When conflict is properly addressed, it leads to a workforce that feels heard and valued. It leads to new strategies for engagement and clearly defined goals. Conflict can be an opportunity to refocus on the core mission and the value each person brings to it. Conflict resolution can strengthen relationships.

Conflict Resolution Applied at Every Level  

Our training courses are tailored to the different needs of your team members, because the complexity and breadth of conflicts increase at every level. Frontline staff wants to improve customer interactions.

Supervisors need instruction on resolving interpersonal conflicts between employees. Managers may be learning to resolve issues with outside vendors. Directors have mastered those issues, but might need guidance on resolving the competing demands of multiple departments. Instructors at MCHT have the experience to train at every level.

Contact The Maryland Center for Hospitality Training to discuss how we can customize a conflict resolution program that fits your company’s needs.