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Case study:
Therapeutic Conflict Resolution Coaching

This article is the summary of common themes, benefits, and outcomes to protect individual and organisational confidentiality.

Executive Summary: Therapeutic conflict resolution coaching is a unique combination of skills in counselling, coaching, mediation, and organisational and leadership development. It helps individuals to resolve conflict between colleagues by supporting them to understand and manage their negative emotions, start to see the bigger picture and to find a solution that will work for them, which is also reasonable within the organisational context. This service will save the organisation money because the longer the conflict goes on, the more ingrained it becomes, and the more expensive and time consuming it will be to fix it.

Solutions that Therapeutic Conflict Resolution Coaching provides:

Sustainable healing and acceptance of the situation, and ownership of what can and can’t change
A proactive preventative intervention in early conflict situations that stops situations escalating
A recommendation from an investigation that has focused on conflict
An alternative to mediation where mediation has been declined
Provides a support initiative during a period of sickness, to help an individual return to work feeling more able to manage conflict situations, and give their manager confidence they can effectively support them
A precursor to formal mediation to help someone prepare and engage with the process, leading to more productive outcomes for all involved
Incorporating therapeutic techniques to resolve conflict can help to understand at a deeper level someone’s personal construct and help shine a light on a way forward for the organisation that gives clarity, explanation and reasons that may have been previously hidden

Conflict situations that have felt stuck, start to resolve themselves
Individuals find their own solution and move on from the past
Increased open and honest conversations start to happen
Leaders find better ways to manage challenging staff members
Individual wellness, job satisfaction and performance start to improve
Sickness levels reduce and people return to work
Time HR or managers spend applying lengthy formal processes is removed or reduced

Outcomes for organisations:

Individuals feel more prepared and able to participate in a formal mediation process if still required
The coach can often act as a messenger from the individual to the organisation (with the individual’s full permission) to relay sensitive information or suggestions that can help the situation, which the individual may previously been unwilling to share
It gets to the real route of what’s stopping things moving forward so a new plan can be developed

www.therapeuticcoachingconsultancy.co.uk

info@therapeuticcoachingconsultancy.co.uk

+44 (0)7920 2611120

Benefits of Conflict Resolution Coaching for individuals, leaders, and teams

Therapeutic Conflict Coaching provides a safe and confidential space outside of formal workplace procedures. Often staff involved in conflict situations have often had many meetings with their manager or an HR representative; or have been exposed to what can be extremely difficult formal processes. The barriers are up and what they really think, and feel is often masked in a sea of legal speak and workplace or personal expectations.

Giving someone a safe space to say out loud the unthinkable, always gives people a sense of lightness and a certain amount of release. This is key as it helps to get to the real route of the issue and not what is sometimes a superficial gloss to try and make things look more favourable or make more sense to others.
Building that psychological safety quickly is where the therapeutic skills in this process are beneficial. It breaks down the defensive barriers that in a sea of legal speak and workplace or personal expectations. holding the staff member in a safe confidential space so they truly feel heard, can be extremely powerful. The process can help increase self-awareness and gently shine a light in the dark corners of what can sometimes be months or even years of conflict situations at work.
Failure to effectively address and resolve conflict between individuals impacts the wellbeing and performance of team members not directly involved. Resentment, anxiety, and factions can build, undermining a team's ability to work collaboratively towards the achievement of shared objectives, and eventually leading to decreased motivation, and increased risk of presenteeism and absenteeism.
TCC's knowledge of investigations, mediation, grievance, and performance processes from an organisational context helps in two ways. Firstly, it gives the organisation confidence that the outcome will not be completely against procedures and expectations, and secondly the individual feels a sense of being understood in the context of a corporate setting, as well as from an emotional perspective.

Testimonial for Therapeutic Conflict Resolution Coaching:

“Coaching with Jo was a really positive experience with no judgement at all. I feel I gained a better understanding of myself, what triggers me and what motivates me. It has allowed me to reflect on what I do, who influences me and how, and the steps I need to take forward in a positive way."

Senior Manager, NHS

www.therapeuticcoachingconsultancy.co.uk

info@therapeuticcoachingconsultancy.co.uk

Testimonial for Therapeutic Conflict Resolution Coaching:

Senior Manager, NHS

info@therapeuticcoachingconsultancy.co.uk

+44 (0)7920 2611120

Testimonial for Therapeutic Coaching:

“Lucy's ability to skilfully play back what she was hearing, to explain the 'science', and to recognise patterns in my experience has been hugely beneficial to me as someone who likes to understand. I understand more about my triggers and responses, and learnt new techniques for better self-management. Together with her ability to ask questions that challenged me to think more deeply, we explored more breadth than what I originally sought help for.”

Head of Department, Public sector/Government

info@therapeuticcoachingconsultancy.co.uk

+44 (0)7920 2611120

Testimonials for 1:1 Therapeutic Coaching:

"The mix of therapy and coaching really shifted things for me in a way working with other coaches hadn't. Sarah's supportive but honest and pragmatic approach helped me confront and think about things differently, making it possible for me to make the change I needed and wanted. I couldn't recommend therapeutic coaching highly enough."

Director - Finance industry

Testimonials for 1:1 Therapeutic Coaching:

"Karen is very empathetic, but also able to point out hard truths or asks difficult questions that can help you move through and confront an issue. She would also call out when she thought I was pulling away or being triggered by a topic area and we would explore in more detail. She really seemed to understand when to push and when to leave something."

Chief Technology Officer

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Testimonials for 1:1 Therapeutic Coaching:

"The mix of therapy and coaching really shifted things for me in a way working with other coaches hadn't. Sarah's supportive but pragmatic approach helped me confront and think about things differently, making it possible for me to make the change I needed and wanted. I couldn't recommend this highly enough."

Director - Finance industry

Chief Technology Officer

Testimonial for Therapeutic Coaching:

“Lucy's ability to skilfully play back what she was hearing, to explain the 'science', and to recognise patterns and links in my experience has been hugely beneficial to me as someone who likes to understand. I understand more about my triggers and responses, and learnt new techniques for better self-management. Together with her ability to ask questions that challenged me to think and feel more deeply, we explored more breadth than what I originally sought help for, making the experience more comprehensive and helpful from a whole-life perspective. ”

Head of Delivery, Department for Transport

info@therapeuticcoachingconsultancy.co.uk

Summary of Therapeutic Coaching process

Early sessions – formulating an understanding of the problems:

The person-centred counselling way of being created a warm, safe, non-judgemental relationship, built on trust and empathy. We began to understand:

The client had not realised the impact of the missed promotion, and had been ignoring/suppressing a 'pressure cooker' build up of heightened anxiety for some time
His need to ‘fake’ a continued sense of confidence with colleagues was at the root of his worries about being an ‘inauthentic leader’/imposter syndrome
From childhood, the client finds intense emotions as highly uncomfortable and threatening, resulting in the development of unhealthy coping mechanisms/safety behaviours (e.g. an intense need to feel in control during challenging times)

The middle sessions – creating, and practising solutions:

To develop healthier emotional regulation, we enhanced client’s self-awareness of inner world, in relation to both his physical (body) and cognitive (inner voice) self.
- Psychoeducation around the nervous system activation (FFF) and the power of parasympathetic nervous system (e.g benefits of mindfulness/breathing on stress reduction and enhanced presence )
- Worked on the client’s ability to identify/feel emotions (E.I.), and used various coaching tools to assess daily stress levels, and to redesign optimal 'work-life balance'
- Created a Wheel of Wellness to assess the areas of client’s life that contributed to holistic health and wellbeing, and identify any areas that had been neglected/deprioritised due to work pressures

Summary of Therapeutic Coaching process

Early sessions – formulating an understanding of the problems:

The person-centred counselling way of being created a warm, safe, non-judgemental relationship, built on trust and empathy. We began to understand:

The client had not realised the impact of the missed promotion, and had been ignoring/suppressing a 'pressure cooker' build up of heightened anxiety for some time
His need to ‘fake’ a continued sense of confidence with colleagues was at the root of his worries about being an ‘inauthentic leader’/imposter syndrome
From childhood, the client finds intense emotions as highly uncomfortable and threatening, resulting in the development of unhealthy coping mechanisms/safety behaviours (e.g. an intense need to feel in control during challenging times)

The middle sessions – creating, and practising solutions:

To develop healthier emotional regulation, we enhanced client’s self-awareness of inner world, in relation to both his physical (body) and cognitive (inner voice) self.
- Psychoeducation around the nervous system activation (FFF) and the power of parasympathetic nervous system (e.g benefits of mindfulness/breathing on stress reduction and enhanced presence )
- Worked on the client’s ability to identify/feel emotions (E.I.), and used various coaching tools to assess daily stress levels, and to redesign optimal 'work-life balance'
- Created a Wheel of Wellness to assess the areas of client’s life that contributed to holistic health and wellbeing, and identify any areas that had been neglected/deprioritised due to work pressures

Explored and understood client’s ‘triggers points’
- Drew on psychodynamic understanding to explore early life experiences and how his response in the present may be linked to the coping mechanisms he experiences in the ‘here and now’
- Identified unhelpful ‘safety behaviours’ (e.g. black and white thinking) and used CBT techniques to challenge these ‘core beliefs’ about himself and others to create more balanced narratives
Worked through his need to ‘be in control’:
- Used the ‘Circles of Control' model to challenge client’s perspective on current experiences, explore alternative narratives, and develop new strategies to tackle issues
- Enhanced client’s empathy skills by exploring how his behaviours impact others, and practised new healthier coping mechanisms (e.g. “Communication not Conflict”, and setting clear boundaries)
Rebuilt confidence in leadership style and ability by focusing on a) strengths, skills, and personal qualities; b) Leadership style, enhanced self-acceptance and self-belief and c) values – identified client’s core personal and professional values and identified any areas of current misalignment/conflict
Identified future developmental needs: a) think and communicate strategically; b) seek opportunities for strategic recognition; c) enhance ability to communicate influentially (personally and professionally)

Final sessions: reviewing progress, fine tuning solutions, and planning for future

With deeper understanding about his strengths and desired organisational values, the later sessions supported him through process of applying for and achieving a Director role in a different company. The final sessions focussed on leaving his current organisation with a strong professional legacy and working relationships (including a renewed trust with his boss) and preparing to approach his new leadership role with maximum confidence, enjoyment and a new foundation of balance across his personal and professional worlds.

Summary of Therapeutic Coaching process

Early sessions – formulating an understanding of the problems:

The person-centred counselling way of being created a warm, safe, non-judgemental relationship, built on trust and empathy. We began to understand:

The client had not realised the impact of the missed promotion, and had been ignoring/suppressing a 'pressure cooker' build up of heightened anxiety for some time
His need to ‘fake’ a continued sense of confidence with colleagues was at the root of his worries about being an ‘inauthentic leader’/imposter syndrome
From childhood, the client finds intense emotions as highly uncomfortable and threatening, resulting in the development of unhealthy coping mechanisms/safety behaviours (e.g. an intense need to feel in control during challenging times)

The middle sessions – creating, and practising solutions:

To develop healthier emotional regulation, we enhanced client’s self-awareness of inner world, in relation to both his physical (body) and cognitive (inner voice) self.
- Psychoeducation around the nervous system activation (FFF) and the power of parasympathetic nervous system (e.g benefits of mindfulness/breathing on stress reduction and enhanced presence )
- Worked on the client’s ability to identify/feel emotions (E.I.), and used various coaching tools to assess daily stress levels, and to redesign optimal 'work-life balance'
- Created a Wheel of Wellness to assess the areas of client’s life that contributed to holistic health and wellbeing, and identify any areas that had been neglected/deprioritised due to work pressures

The mission

Case study: Therapeutic Conflict Resolution Coaching

Case study:
Therapeutic Conflict Resolution Coaching