Building Conflict-Resilient Teams: East Midlands Council’s Success with Training

East Midlands Council is a regional body that supports local authorities across the East Midlands, providing strategic leadership, policy development, and training initiatives to enhance public services. As part of their commitment to fostering a positive and professional workplace environment, they sought to enhance their team’s ability to manage and resolve difficult situations effectively.

Their goal was to equip employees with practical skills and confidence to navigate challenging interactions, maintain professionalism, and foster positive outcomes. To achieve this, they partnered with The TCM Group to deliver a two-day Practical Mediation Skills (PMS) training programme to 19 frontline and managerial staff, led by our expert consultant, Marie Coombes.

Challenges Faced by East Midlands Council

Before the training, employees at East Midlands Council faced several challenges in their day-to-day roles, including:

• Managing tricky situations such as complaints, criticisms, and disputes between stakeholders.
• Handling difficult conversations effectively, particularly when language barriers were present.
• Ensuring excellent customer service while dealing with conflicts and disagreements.
• Developing confidence and skills in mediation and de-escalation techniques.

The TCM Group Solution

The PMS training was designed to address these challenges by providing delegates with:

• New techniques and skills to manage disputes and defuse tense situations.
• Strategies for keeping conversations calm and steering them toward positive resolutions.
• Best practices for effective communication, particularly in high-pressure scenarios.
• Role-playing exercises and case studies that mirrored real-world mediation scenarios.
• Structured frameworks for handling complaints and relationship breakdowns professionally.

One participant, Andrea Butnariu, Administration Assistant, noted how the training was meticulously designed, blending theoretical knowledge with practical, hands-on learning. “The trainers were not only experts in their field but also incredibly approachable and supportive, ensuring that every participant felt comfortable and engaged throughout the sessions,” she said.

Impact & Outcomes

The training was met with overwhelmingly positive feedback from delegates and leadership at East Midlands Council. The key outcomes included:

• Increased confidence in handling difficult conversations. Andrea highlighted how the role-playing exercises and case studies mirrored the complexities of actual mediation scenarios, helping her and her colleagues build confidence in a safe, controlled environment.
• Improved ability to de-escalate conflict and maintain professionalism. “The insights I gained into conflict resolution, active listening, and negotiation have already proven beneficial in my professional interactions.”
• Greater understanding of mediation techniques and their application. Delegates gained a structured framework to navigate difficult conversations with clarity and professionalism.
• Enhanced customer service skills, leading to better stakeholder relationships. By applying best practices in communication, staff were better equipped to manage complaints and relationship breakdowns.
• A lasting toolkit of strategies for future conflict resolution. “I left the training feeling empowered and equipped with a toolkit of strategies that I can apply immediately in my work.”

Transformative Training for a Sustainable Workplace Culture

The PMS training provided by The TCM Group proved to be a transformative experience for East Midlands Council. Feedback from the training was exceptional, with attendees expressing high satisfaction and reporting immediate benefits in their roles.

By embracing these strategies, East Midlands Council aims to sustain a positive workplace culture that not only enhances employee wellbeing but also improves service delivery to the communities they serve. The team are now armed with a new skillset and the confidence needed to manage workplace conflicts effectively.

The success of this training highlights the power of effective mediation skills in creating a more resilient, communicative, and professional workforce. The TCM Group continues to support organisations like East Midlands Council in fostering healthier workplace environments through expert-led conflict resolution training.

Interested in how TCM Group’s mediation skills training can benefit your organisation? Get in touch today!