Conflict resolution Flashcards
Define conflict
A disagreement, struggle or fight to be incompatible. There are issues with communication between both parties
What are some Causes of conflict
Poor communication
Staff attitude
Physical health
unmet needs
Environmental factors
Religious or cultural differences
lack of resources
What are the two types of assault
Physical assault and non-physical assault (verbal assault)
What is non-physical assault
use of inappropriate words or behaviour which causes distress or harassment.
What is the assault cycle
5 stage model that helps to identify why an assault has occurred and the most appropriate type of intervention
5 stages of assault cycle - 1)Trigger phase
Trigger phase- behaviour which indicate a movement away from how they usually behave. These warning signs maybe missed.
This change in behaviour may well reflect a sense of being psychologically ill.
When identifying the triggers it is important to intervene by using intervention methods in order to prevent further escalation
Some triggers may include:
environment
loss of freedom
frustration
Contact with family (good/bad visits)
There may be no obvious triggers at times.
5 stages of assault cycle- 2) Escalation phase
Leads directly to assault. Patient deviates even more from the norms. If no intervention then deviation becomes increasingly obvious and more difficult to divert their attention on to other activities.
Therefore it is imporatnt to intervene as early as possible in this phase. This can be done by :
Counselling
Removal from the immediate environment
Anger management techniques
Crisis phase 3rd stage
patients control of aggressive impulses lessens and direct assaultive behaviour becomes likely.
In this phase the least effective strategy is to adopt an intervention that presumes the patient can respond rationally.
It is important to focus on the safety of yourself, the patient and anyone else who may be threatened.
4th stage of assault cycle
Recovery phase
Recov phase- patient may start to relax and less aggressive. It is important to know that although the confrontation may appear to be over but it could be temporary and could re-escalate.
5th stage of assault cycle
post crisis phase
patient tries to return to a stable base level and may experience tiredness, depression and guilt.
How can you avoid conflict
Use verbal communication and body language(non-verbal) to minimise the likelihood of conflict.
Picking up on body language can give you a better indication of someone’s state of anxiety or level of agitation.
What are the two elements to verbal communication
1)Verbal spoken e.g.:
-saying something positive
-Change the subject
-use humour to lighten the mood
-Motivate the other person
-Empathy
-Give choices
2) Para-Verbal
-Tone of voice
-Pitch
-Volume
What are non-verbal communication
Facial expressions, eye contact, proximity and body language such as gestures and posture.
How can You improve your non-verbal communication
Keep your body relaxed and open
use open hand language
Breathe deeply and calmly
Respect personal space
Be aware of your facial expressions
Avoid making sudden movements
Don’t stare
The Attitude and Behavioural Cycle
The attitude and behavioural cycle establish a link between attitude and behaviour. Positive attitude creates a virtuous cycle of positive behaviour.
My attitude—> My behaviour—>Your attitude —–> Your behaviour
Example of attitude and behavioural cycle (don’t necessarily have to know the answer its just an example)
My attitude=I’m really angry because I’ve been put on nights again.
My behaviour=I’m ignoring the bell call from one of my patients as they constantly ring it for no reason.
Your attitude= No one wants to help me in this hospital. I don’t want to be here anymore.
Your behaviour=I’m going to swear and be unpleasant to the next person who comes to help me as I have been ignored for the last 45 minutes.
Basics of conflict resolution
De-escalate yourself first - remember to breathe
Act calm - neutral facial expression, relaxed body, minimal gestures
Reassure yourself - positive self-talk and project success
Ask for help
Then:
Assess the individual’s emotional state
Identify trigger factors
Reassure them to try to reduce anxiety
Talk/listen
Problem solve, for example risk assess the situation, be aware of your environment or those who might present a threat
Keep a relaxed and alert posture
Personal safety in conflict resolution
Maintain an adequate distance between you and the other person
Allow space and time - back off if they advance towards you
Adopt a stance where hands are open and positioned above the waist as this facilitates the natural flinch response to protect oneself
Move towards a safe place
Ask for any weapon to be put down (not handed over)
If weapon(can be any object that induces fear) is produced, staff should immediately evacuate the location
NEVER attempt to deal with an armed individual.
how should language be used to avoid conflict
Avoid:
Ordering, e.g. you must…; you have to…
Threatening, e.g. if you don’t, then
Preaching, e.g. you should…
Lecturing, e.g. here’s why you are wrong…
Judging, e.g. you’ll never change
Excusing, e.g. it’s not so bad
Labelling, e.g. you’re being unrealistic
Conflict pyramid
Conflict can be divided into three different levels. When dealing with each of these levels, it is important to use the right strategy.
Conflict pyramid- Hiccup Level
Hiccups are conflicts that are no more than a minor irritation, are inevitable and part of our daily lives. These are generally easier and quicker to deal with and sort out.
Conflict pyramid- Clash level
Clashes are conflicts that grow from minor irritations (hiccups) happen less regularly, but more difficult to sort out and take longer - a bit more lasting. If not managed correctly this stage of conflict can quickly escalate to a crisis. Therefore, in a clash you must call for help continually assessing the situation.
Conflict pyramid- Crisis
A crisis can be very traumatic and, in some cases, dangerous. These are infrequent but more severe and more difficult to deal with this is when we see Violence and Aggression occur.
Non-verbal and verbal warning and danger signs
The face becomes flushed
Breathing becomes shallow
Sweating may be visible on the forehead
Gaze may increase in intensity
Tone in voice hardens and often becomes louder
Sometimes a distinct pulse is visible in the neck
Shoulders rise and arms extend away from the body
Fists clench and the forearms rise
Body weight shifts forward and is taken on toes
