Conflict Resolution

Overview

Not all conflict is necessarily negative.  Differing points of view, opinions and beliefs are part of the environment within which we work and live.

However, conflict can, if not managed and responded to appropriately, escalate with some instances in the extreme leading to potential or actual physical or verbal aggression. Bullying and harassment can result from conflict as can arguments and mistrust. In some cases conflict can also lead to unjust/unfair or unethical treatment or behaviour.

Using techniques to de-escalate conflict or confrontations may be part of an organisation’s training programme but the main themes are:

• Handle the situation in a fair, sensible and efficient manner by effective communication and active listening.
• Stay calm and focus on the problem, trying to identify with the other person what a solution may look like;
• Show compassion and empathy and be non-judgemental;
• Bear in mind the environment you are in and what immediate support or assistance may be available;
• If you can seek advice from someone else such as your manager, or if appropriate a family member of the service user;
• Do not put yourself in danger and if you feel this is the case remove yourself safely from the situation at the earliest convenience.

Why is this important

It can take a lot of courage for someone to speak up about inappropriate behaviour in a working environment or how to handle a potential conflict when working with service users and patients, particularly those who feel vulnerable.

In health and social care, service users and patients are often facing extremely difficult and upsetting circumstances, they may feel out of control, misunderstood, have to listen to and understand difficult news about their care or treatment, may have a relative or friend who is in need of support etc.  Understanding what is causing their reaction to a given situation, is as important as how to manage the conflict which may arise.

Be aware of what support may be available to you and do not put yourself in a situation where your personal safety may be at risk.  If de-escalation processes do not work seek help, including that of emergency services if necessary.

Skills Review

Having completed this sub-topic I will understand the importance of these skills.

• I am able to implement the techniques I have been taught to de-escalate a situation and we aware of my own emotions during a given situation.