6 eLearning Resources For Conflict Management Online Training
Rapid eLearning resources are quick to deploy and digest. Which makes them a great fit for conflict management online training. Where lengthy L&D delays could lead to tense situations on-the-job that diminish CX and staff retention. You must ensure your team has support tools that build crucial interpersonal skills and impart company policy. Which rapid training activities are right for your employees and your company’s profit margin? These resources are welcome additions to your conflict management library, as they minimize L&D spending and development times. But they also make training more convenient for your busy staffers.
Which Rapid eLearning Resources Should You Include?
1. Conflict Resolution Demos
Show employees how it’s done with conflict resolution demos that highlight favorable behaviors. For example, the video features two co-workers who are fighting about commissions. Or an angry customer who’s about to lose their cool and the employee must diffuse the situation. This gives trainees a visual example to follow so they can see resolution strategies in action. Instead of just reading pointers on how to calm a disgruntled client using the power of persuasion. Use animated software to reenact scenarios or enlist the help of employees to produce a live-action clip. Just make sure you don’t resort to overacting or over-the-top special effects to grab their attention.
2. High-Stress Branching Scenarios
You want to prepare employees for every situation, but that’s not feasible since there are so many permutations. However, you can expose them to stressful challenges that may cause meltdowns in the workplace. Like how to deal with an irate customer who starts swearing in the middle of a transaction. Or a client who gets too pushy during the deal and makes employees feel uncomfortable. High-stress branching scenarios mimic real-world conditions so trainees gain valuable experience. It also tests their ability to make split-second decisions and use their knowledge in different contexts. Every decision leads to an outcome, which means they can learn from mistakes and correct behaviors.
3. Skill-Building Storytelling
Conflict management deals primarily with interpersonal skills. Trainees must understand how to actively listen to co-workers, managers, and customers. As well as see things from their perspective and communicate effectively. Stories are a good way to build these crucial talents and foster emotional connectivity. Employees discover how to apply skills in real-world situations through anecdotes and embedded life lessons. The story can even feature tips on how to foster these abilities on the job. Avoid text blocks and opt for visual storytelling that engages employees. For example, videos or serious games that put them in the middle of the plot so they can explore multiple perspectives.
4. Problem And Solution Podcasts
Ask your experienced staff members to produce a quick podcast using the rapid authoring software. Many platforms feature built-in recording and editing tools. All your employees have to bring is a compelling example of how they’ve used conflict management training in the past. It might even be an internal conflict they faced on the job. Give them some topics they can address in their production and a list of suitable resources. For example, sound effects, background music, and other assets to enrich the podcast. Team managers are typically great hosts because they’ve dealt with multiple employment tiers. For instance, resolving conflicts between subordinates, supervisors, and customers. Or even issues they encountered during a work-related project.
5. Step-By-Step Infographics
There are probably a few known issues that trainees must contend with. This usually depends on their position and department. Customer service employees must handle different situations than warehouse staff, for example. Infographics are budget-friendly rapid eLearning resources because you can reuse assets. Such as images, graphics, and charts from a previous rapid eLearning course. Include step-by-step instructions on how to overcome these hurdles and reach a peaceful resolution. Each infographic should be self-contained, meaning that it centers on a single issue or task. For instance, walk trainees through the process of reporting a violation to their superior. Pull multimedia from your authoring tool’s asset library to save time and money. The image gallery is a great place to gather resources that enhance visual appeal and employee engagement.
6. Interactive JIT Guides
Create clickable, moment-of-need guides that your employees can use on the job. This can even be a compilation of other microlearning and/or rapid eLearning resources. Trainees access the guide that pertains to their current challenge to see which support tools are available. For example, they’re working with a particularly difficult supervisor who seems to be pushing the boundaries. The guide features a demo video for dealing with leadership without violating company policy or creating a hostile work environment. Include any and all materials that may be beneficial, even if they aren’t strictly rapid eLearning. Employees can always participate in full-length courses to broaden their understanding when they have the time. But they’re still able to use the bite-size content to address the issue now and avoid stressful scenarios that impact their work performance.
Conclusion
Conflict management online training is crucial for every industry, department, and job title. Some employees may not interact directly with customers, but these rapid eLearning resources can still foster a stronger team dynamic. They build empathy, learn favorable performance behaviors, and manage stress more effectively. It’s doubly important for trainees who do interact with the public, as they stand for your brand. Conflict resolution, problem-solving, and interpersonal skills allow them to improve CX and consumer loyalty. Not to mention, stay cool, calm, and collected when they encounter on-the-job frustrations.
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