conflict resolution

Question 1

define conflict

Answer 1

a disagreement, struggle or fight to be incompatible. A common factor is that there are issues with communication between the parties involved.

Question 2

give a list of reasons for conflict

Answer 2

• unreasonable expectations and demands
• poor service
• long waiting times
• heightened sense of vulnerability or anxiety
• delayed or cancelled appointments
• mental illness
• drugs or alcohol
• unclear operational systems

Question 3

what are 2 types of assault

Answer 3

• physical assault (assault and battery)
• non-physical assault (verbal assault)

Question 4

what are 3 forms of physical assault?

Answer 4

• intentional ( has mental capacity and intent)
• lawful justification
• physical injury or personal discomfort

Question 5

what are some examples of non-physical assault

Answer 5

• threatening
• abusive behaviour
• racial or sexual slurs
• stalking etc

Question 6

what is the assault cycle

Answer 6

5-stage model that helps identify wy ana assault has occurred and the best type of intervention

Question 7

what is the 1st stage of assault cycle?

Answer 7

trigger phase
- aggressors first behaviours which indicate a movement away from how they usually behave
( can be missed unless you understand the person )

Question 8

what might cause a trigger phase in an aggressor?

Answer 8

• environment
• loss of freedom
• fustration
• loss of contact with family or bad contract with family
• change in routine etc

Question 9

what is the 2nd stage of assault cycle

Answer 9

escalation phase
- directly leads to assaultive behaviour ( patient deviates more and more from their baseline behaviours )
- if no intervening, deviation becomes increasingly obvious and its more difficult to divert their attention onto other activities

Question 10

what are 3 ways you can intervene with the escalation phase?

Answer 10

counselling
removal from the immediate environment
anger management techniques

Question 11

what is the 3rd stage of assault cycle

Answer 11

crisis phase
- patient becomes increasingly physical, emotionally and psychologically aroused, his or her control over aggressive impulses lessens and direct assaultive behaviour becomes likely

Question 12

what is the appropriate intervention method in the crisis phase?

Answer 12

focus on safety of yourself and escape from danger

Question 13

what is the 4th and 5th stage of assault cycle

Answer 13

plateau and post crisis depression phases
- recovery phase, patient may start to relax and decreases any aggressive behaviour
- confrontation may appear to be over but it can re-escalate

Question 14

what are the 2 elements of verbal communication

Answer 14

• verbal spoken e.g saying something positive, humour, empathising
• para-verbal e.g tone of voice, pitch and volume

Question 15

what does non-verbal communication consist of

Answer 15

• using body language e.g beware of facial expressions, dont stare, respect personal space etc

Question 17

what is non-matching behaviour

Answer 17

when your body language contradicts what you say

Question 18

what does the mehrabian model present

Answer 18

communication is
- 7% from spoken word
- 38% from tone of voice
- 55% from non-verbal/body language

Question 19

what is the attitude and behavioural cycle

Answer 19

it establishes a link between attitude and behaviour
- positive attitude creates a virtuous cycle of positive behaviour

Question 20

define de-escalation

Answer 20

use of techniques aimed at defusing anger and averting aggression

Question 21

what is the basics of de-escalation

Answer 21

• calm urself
• act calm
• reassure urself
• ask for help
  then
• assess patients emotional state
• identify trigger factors
• reassure them to reduce anxiety
• talk/listen
• problem solve
• keep relaxed and alert posture

Question 22

what are important things to consider during personal safety of de-escalting a situation

Answer 22

• maintain adequate distance between u and person
• allow space and time
• adopt stance where hands are open and positioned above the waist as this facilitates natural flinch response to protect oneself
• move towards a safe place
• ask for any weapon to be put down not handed over
• if any object constituting a weapon is made, staff should evacuate

Question 23

what must you avoid doing with language when de-escalating a situation

Answer 23

• ordering
• threatening
• preaching
• lecturing
• judging
• excusing
• labelling

Question 24

what are the 3 levels of conflict pyramid in increasing order

Answer 24

hiccups (fustration and anger)
clash (aggression)
crisis (violence)

Question 25

what are 3 conflict models?

Answer 25

LEAPS
CUDSA
PALMS

Question 26

what is LEAPS

Answer 26

Listen
Empathise
Ask question
Paraphrase
Summarise

Question 27

what is CUDSA

Answer 27

Confront
Understand
Define
Search
Agree

Question 28

what is PALMS

Answer 28

Positing yourself
Attitude
Look and listen
Make space
Stance

Question 29

what is a risk assessment

Answer 29

identifies nature, severity, imminence, frequency, duration and likelihood of harm to self or others

Question 30

what is the SAFER approach to conducting a dynamic risk assessment

Answer 30

Step back (mentally and physically)
Assess the threat
Find help
Evaluate your options
Respond in an appropriate manner

Question 31

what are the 4 distances and example linked to personal space

Answer 31

public - 2.4m+ (larger audience
social - 2.4m (new acquatances)
personal - 1.2m (Friends and associates)
intimate - up to 0.5m (ppl u feel close to)

Question 32

what are 2 requirements of force deemed as reasonable

Answer 32

• proportionate
• necessary

Question 33

the use of force in self-defence must be reasonable

Question 34

what 3 actions need to be taken after a violent incident

Answer 34

• questioning (has police been called, is anyone injured etc)
• reporting
• support ( for those who are affected, witnessed etc)

Question 35

what are the 2 security management roles in your organisation

Answer 35

• director with responsibility for security (responsible board member for security management within trust)
• security management specialist
  ( operationally responsible for implementation fo national strategy for managing security and tailoring it to local requirements)

Question 36

what must we as an employee do/not do to ensure personal safety

Answer 36

Do not:
- show hostility
- bad language
- raise voice
- show signs of irritation
etc

Do:
- be prepared
- avoid behaviour that provokes
- keep calm
- be respectful etc

Question 37

what is reactionary gap

Answer 37

the minimum distance between 2 people to enable a response to a potential threat