conflict resolution Flashcards
define conflict
a disagreement, struggle or fight to be incompatible. A common factor is that there are issues with communication between the parties involved.
give a list of reasons for conflict
- 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
what are 2 types of assault
- physical assault (assault and battery)
- non-physical assault (verbal assault)
what are 3 forms of physical assault?
- intentional ( has mental capacity and intent)
- lawful justification
- physical injury or personal discomfort
what are some examples of non-physical assault
- threatening
- abusive behaviour
- racial or sexual slurs
- stalking etc
what is the assault cycle
5-stage model that helps identify wy ana assault has occurred and the best type of intervention
what is the 1st stage of assault cycle?
trigger phase
- aggressors first behaviours which indicate a movement away from how they usually behave
( can be missed unless you understand the person )
what might cause a trigger phase in an aggressor?
- environment
- loss of freedom
- fustration
- loss of contact with family or bad contract with family
- change in routine etc
what is the 2nd stage of assault cycle
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
what are 3 ways you can intervene with the escalation phase?
counselling
removal from the immediate environment
anger management techniques
what is the 3rd stage of assault cycle
crisis phase
- patient becomes increasingly physical, emotionally and psychologically aroused, his or her control over aggressive impulses lessens and direct assaultive behaviour becomes likely
what is the appropriate intervention method in the crisis phase?
focus on safety of yourself and escape from danger
what is the 4th and 5th stage of assault cycle
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
what are the 2 elements of verbal communication
- verbal spoken e.g saying something positive, humour, empathising
- para-verbal e.g tone of voice, pitch and volume
what does non-verbal communication consist of
- using body language e.g beware of facial expressions, dont stare, respect personal space etc
what is non-matching behaviour
when your body language contradicts what you say
what does the mehrabian model present
communication is
- 7% from spoken word
- 38% from tone of voice
- 55% from non-verbal/body language
what is the attitude and behavioural cycle
it establishes a link between attitude and behaviour
- positive attitude creates a virtuous cycle of positive behaviour
define de-escalation
use of techniques aimed at defusing anger and averting aggression
what is the basics of de-escalation
- 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
what are important things to consider during personal safety of de-escalting a situation
- 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
what must you avoid doing with language when de-escalating a situation
- ordering
- threatening
- preaching
- lecturing
- judging
- excusing
- labelling
what are the 3 levels of conflict pyramid in increasing order
hiccups (fustration and anger)
clash (aggression)
crisis (violence)
what are 3 conflict models?
LEAPS
CUDSA
PALMS
what is LEAPS
Listen
Empathise
Ask question
Paraphrase
Summarise
what is CUDSA
Confront
Understand
Define
Search
Agree
what is PALMS
Positing yourself
Attitude
Look and listen
Make space
Stance
what is a risk assessment
identifies nature, severity, imminence, frequency, duration and likelihood of harm to self or others
what is the SAFER approach to conducting a dynamic risk assessment
Step back (mentally and physically)
Assess the threat
Find help
Evaluate your options
Respond in an appropriate manner
what are the 4 distances and example linked to personal space
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)
what are 2 requirements of force deemed as reasonable
- proportionate
- necessary
the use of force in self-defence must be reasonable
what 3 actions need to be taken after a violent incident
- questioning (has police been called, is anyone injured etc)
- reporting
- support ( for those who are affected, witnessed etc)
what are the 2 security management roles in your organisation
- 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)
what must we as an employee do/not do to ensure personal safety
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
what is reactionary gap
the minimum distance between 2 people to enable a response to a potential threat
