Ikon Training
Jason Champions Positive Conflict Resolution at Rail Wellbeing Live!
July 25th, 2024
2 mins
With the rise in anti-social behaviour and crime against rail workers, it’s more important than ever that frontline staff have the necessary tools to diffuse potential conflict with aggressive customers and passengers.
Jason Keeley, Founder and Director of IKON Training, shares his top tips for adopting the right mindset and using influence to avoid challenging situations.
In a dynamic presentation for Rail Wellbeing Live, Jason underscored the importance of managing workplace conflict positively.
The event, renowned for its focus on the holistic wellbeing of rail industry professionals, provided an ideal platform for Jason to share his insights on conflict resolution and de-escalation techniques.
Jason’s session, part of the Wellbeing Wednesday’s series, was titled ‘Managing Conflict Positively.’ His approach emphasised the transformative potential of conflict when handled constructively.
Jason outlined practical strategies that can turn workplace disagreements into opportunities for growth and collaboration.
‘Conflict is inevitable in any workplace,’ Jason began. ‘But the way we manage it can make a significant difference in the health of our work environment and the productivity of our teams.’
Jason highlighted several key de-escalation techniques for positive conflict management:
- Open Communication: Encouraging honest and transparent dialogue to ensure all parties feel heard and understood.
- Active Listening: Emphasising the importance of truly listening to colleagues’ concerns and perspectives without immediate judgment or interruption.
- Empathy: Promoting the ability to understand and share the feelings of another, fostering a more compassionate workplace culture.
- Problem-Solving Orientation: Shifting focus from personal grievances to collaborative problem-solving, aiming for solutions that benefit all parties involved.
- Training and Support: Offering regular training sessions and resources to equip employees with the skills necessary to handle conflicts effectively.
The presentation included interactive elements, encouraging participants to engage in role-playing exercises to practice these techniques in real-time scenarios. This hands-on approach allowed attendees to experience the benefits of positive conflict management first hand.
Jason also introduced the LEAPS method as a roadmap towards effective communication, a framework rooted in evidence and empowered by empathy. He noted the importance of these skills for those in customer-facing roles, including those working on platforms, stations, ticket offices, bus drivers, and underground staff.
Read more in the insights article ‘What is the LEAPS Communication Model?’.
“If you work in a customer-facing role, engaging in effective communication will help turn challenging interactions into opportunities for positive experiences,” Jason noted. He gave the over 300 participants the tools and confidence to navigate customer conflicts, transforming potential confrontations into constructive dialogues.
The session was well-received by attendees, who appreciated the strategies’ practical advice and real-world applicability.
Listen here to Jason’s recording ‘5-minute Wellbeing Effective Conflict Management – Mindset and Influence’ further showcasing IKON Training’s commitment to professional development and employee wellbeing.
IKON Training has been at the forefront of delivering impactful conflict management training programmes across various sectors, including public transport. Jason’s contribution to Rail Wellbeing Live is a testament to the company’s dedication to fostering healthier, more productive workplaces.
Click here to learn more about our Transport Courses.
Connect with Jason on LinkedIn.
A big thank you to Rail Wellbeing Live for inviting Jason to share his expertise and contribute to the wellbeing of railway professionals.