Introduction

So, where are we heading in this lesson?

This lesson will explore how to coach and enable others to resolve conflict and build trust within teams and across functions.

This is important because trust in each other is the glue that binds organisations together, especially in times of difficulty and, conversely, loss of trust can cause organisational difficulties and reduce co-operation.

In the lesson, we’ll look at five areas of trust: in each other; in senior leaders; in the organisation; in the line manager; and in external stakeholders (such as customers).

We’ll also cover how trust has to start with the leader and how he or she can demonstrate that they are trustworthy including: instilling confidence in their ability as a manager; doing what they say they will do, being approachable; supporting team members while being respectful of different perspectives and opinions; and being honest about the performance of individuals, the team and the organisation as a whole.

We’ll also cover how to manage conflict, both proactively, by looking to prevent conflict occurring, and reactively, to mitigate a problem, whether informally or through a more formal procedure.

As in other lessons, we’ll get you to reflect individually on what attitudes, actions and activities help you earn trust. Remember that you can make notes in your interactive workbook.

We also encourage you to take part in the community forums which provide the collaborative spaces for you to share your thinking and ideas valuable for others. The forums also enable you to gain wider understanding on the theme from people professionals working in different contexts.

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