Conflict resolution critical to modern business

The Caribbean Centre for Conflict Management Inc., at One Welches Building, St Thomas, in operation since 2009, has been hosting workshops in mediation which have been attended by a wide cross-section of professionals including police officers, Attorneys-at-law, public officers, managers, HR professionals and chief executive officers, to name a few. 

Managing Director Maria Phillips, who is an Attorney-at-law, said she started the business after realising the time some attorneys spend in litigation could be dedicated to resolving cases. 

“One day after leaving court, I overheard some of my colleagues arguing about the rules of procedure that weren’t followed. Then I thought if the time was spent trying to resolve the issues in the case the matter would be completed and clients would be happier. 

“This was the impetus I needed to establish the business, and over the years we have developed several programs which not only focus on mediation and negotiation but also make conflict resolution relevant to other disciplines. For example, I realized leaders face a lot of pressure in their work environment and understanding how to manage people and still lead can be a challenge. We therefore developed the course ‘Manage Conflict Like A Boss!’ which incorporates other important disciplines such as emotional intelligence, mental wellness in the workplace and leadership style analysis,” she said. 

Phillips, who trained as a mediator with the Centre for Dispute Resolution in London, said persons need to be taught how to address conflict since it does not come naturally. 

“More and more organisations are realising the need to train staff in these soft skills for greater productivity. Some workplaces are also faced with aggressive behaviour by some staff members. Since our society has changed, the workplace is affected and all persons of all levels should be trained to ensure that there is an optimum impact within the organization,” she explained. 

The Course Director for Alternative Dispute Resolution at The University of the West Indies, Cave Hill Campus Law Faculty, said that there was an upsurge of persons who wanted to learn conflict resolution during the COVID-19 pandemic. 

“Our company changed our programmes from a face-to-face format to an online format. Our most recent programme was conducted in association with the Caribbean Shipping Association, based in Jamaica, in which there was a wide cross-section of personnel from the English and Spanish-speaking Caribbean. The interaction was wonderful with participants realising the significance of culture in their conflict experiences,” she added. 

The Caribbean Centre for Conflict Management currently offers its services to Barbados and the entire Caribbean, working with various associations in the region.

“It is time we in the Caribbean develop processes and programmes that are relatable and indigenous to our region, and this is one of my main motivations for establishing the business. One highlight has been meeting persons from different disciplines and countries and sharing experiences. More importantly, we enjoy imparting knowledge and seeing persons receive the skills to apply in their workplace. I am pleased when people say that the training they received changed their life or their approach to conflict. Most persons who attend the course provide very positive feedback and have recognised it as invaluable to their personal development,” she said. 

The business also has a community mandate and over the last few years has started teaching conflict resolution skills at the primary school level. Initially, the project was started to address issues such as anger and youth violence. The company completed the training at one school but was hampered by the COVID-19 pandemic. It hopes to restart in other schools.

Maria Phillips said the company will host an online workshop entitled Managing Conflict with Customers and Co-workers from March 27-29, 2023 and Conflict Resolution Training for Leaders from May 22-24, 2023. Interested persons can register online at www.cccminc.net, email cccminc@gmail.com or contact 1-246-8366984. (Write Right PR Services)