Conflict resolution

Question 1

Define conflict

Answer 1

A disagreement, struggle or fight to be incompatible. There are issues with communication between both parties

Question 2

What are some Causes of conflict

Answer 2

Poor communication
Staff attitude
Physical health
unmet needs
Environmental factors
Religious or cultural differences
lack of resources

Question 3

What are the two types of assault

Answer 3

Physical assault and non-physical assault (verbal assault)

Question 4

What is non-physical assault

Answer 4

use of inappropriate words or behaviour which causes distress or harassment.

Question 5

What is the assault cycle

Answer 5

5 stage model that helps to identify why an assault has occurred and the most appropriate type of intervention

Question 6

5 stages of assault cycle - 1)Trigger phase

Answer 6

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.

Question 7

5 stages of assault cycle- 2) Escalation phase

Answer 7

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

Question 8

Crisis phase 3rd stage

Answer 8

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.

Question 9

4th stage of assault cycle

Answer 9

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.

Question 10

5th stage of assault cycle

Answer 10

post crisis phase

patient tries to return to a stable base level and may experience tiredness, depression and guilt.

Question 11

How can you avoid conflict

Answer 11

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.

Question 12

What are the two elements to verbal communication

Answer 12

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

Question 13

What are non-verbal communication

Answer 13

Facial expressions, eye contact, proximity and body language such as gestures and posture.

Question 14

How can You improve your non-verbal communication

Answer 14

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

Question 15

The Attitude and Behavioural Cycle

Answer 15

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

Question 16

Example of attitude and behavioural cycle (don’t necessarily have to know the answer its just an example)

Answer 16

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.

Question 17

Basics of conflict resolution

Answer 17

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

Question 18

Personal safety in conflict resolution

Answer 18

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.

Question 19

how should language be used to avoid conflict

Answer 19

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

Question 20

Conflict pyramid

Answer 20

Conflict can be divided into three different levels. When dealing with each of these levels, it is important to use the right strategy.

Question 21

Conflict pyramid- Hiccup Level

Answer 21

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.

Question 22

Conflict pyramid- Clash level

Answer 22

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.

Question 23

Conflict pyramid- Crisis

Answer 23

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.

Question 24

Non-verbal and verbal warning and danger signs

Answer 24

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

Question 25

How to deal with Hiccups

Answer 25

LEAPS

L-Listen to the other person, it shows you’re interested and that you care

E-Empathise this will help diffuse the situation. Using phrases like ‘I can see this has made you angry’

A-Ask question, this might help you discover facts

P-Paraphrase, this shows the person that you are listening and trying to understand their problem

S-Summarise, reach an agreement and a way forward

Question 26

Ways to deal with Clashes

Answer 26

CUDSA

C-Confront the conflict

U-Understand the other person’s point of view

D- define the problem

S- Search for a solution

A-Agree a solution applicable to both parties

Question 27

Ways to deal with Crisis

Answer 27

PALMS

P- Position yourself - Where are you in relation to escape routes?

A-Attitude-Attitude - is your attitude non-inflammatory?

L- Look and listen - are you aware of minor changes, could they be significant?

M- Make space - have you thought about your personal space?

S- Stance - is your stance non-inflammatory?

Question 28

When in a conflict situation Use the SAFER approach to conduct a dynamic risk assessment

Answer 28

S- Step back =physcially and mentally

A- Assess the Threat (people, objects , places)

F - Find help

E- Evaluate your options

R- Respond in an appropriate manner

Question 29

Roughly how far should you stand from a person in public

Answer 29

2.4 m

Question 30

Questions to ask Immediately after a violent incident takes place

Answer 30

Has anyone been injured?
Do they need medical or any other assistance?
Have the individuals affected been moved to a place of safety?
Does the cause of the incident remain and is there risk of further incidents?
Has the incident been reported or the alarm raised?
Have the police been called?
Has an incident report form been completed?

Question 31

Why is reporting an incident important

Answer 31

If the incident is not reported, it is as if it did not happen. Without reporting it, steps can’t be taken to prevent it happening again.

Question 32

Support received after violent incident

Answer 32

Following a violent incident, longer-term support may be required. People requiring support may include those directly affected, anyone who witnessed the incident and those who are based or work in the vicinity.

Post-incident support may come from:

Colleagues
Trade union
An individual’s line manager
Occupational Health services
Human Resources (for example, in relation to a phased return to work)
Employee counselling services
Victim Support
Criminal Injuries Compensation Authority