Assessing the Effectiveness of an Intervention Based on Conflict Management Training: Evidence from Subjective and Objective Indicators

Abstract

This paper examines the effectiveness of a conflict management training (CMT) to avoid conflict escalation and prevent subsequent destructive phases such as workplace bullying. In that sense, an expert in the field trained 258 employees from a hospital in Spain during 2 months. The intervention aimed at providing employees the necessary skills to effectively manage conflict at work. Then, the effectiveness of the training was established by comparing scores of the trained group (experimental group) with a control group (n = 243) on different organization indicators (e.g., absenteeism, conflict complaints) measured before and six-eight months after the training. In addition, perceptions of employees trained were considered to assess the effectiveness of the intervention. Results suggest that the training was effective since reduced employees’ absenteeism as well as the number of conflict-related complaints. Theoretical and practical implications are discussed in the light of the results.