Dealing with conflict Flashcards
How does. conflict need to be handled?
Conflict needs to be handled carefully - active listening, being calm and objective, and showing empathy are ways to address the situation. It is important to approach conflict situations positively and to actively look for solutions
How could the conflict be resolved effectively in this following scenario?
In a care home, one of the elderly residents has made insensitive comments about another who is transgender, saying that she does not think it is right and that it is ‘unnatural’. This has led to an argument between the two residents which has become quite heated.
The care worker should intervene and speak to the residents calmly to try to reduce tension between the residents. She could then encourage the resident to explain how it makes her feel when someone makes these comments about transgender individuals to try to change the attitudes of the other resident. Listen attentively when she does to show that they care and want to resolve the situation
How could the conflict be resolved effectively in this following scenario?
a health visitor makes a routine house call to a patient as part of her routine and finds that the patient is anxious and angry as she has been waiting for three hours for a home visit from her GP
Talk to the patient and find out if there is anything she can do - e.g. contacting the GP surgery to see why her doctor has not yet made a visit. Actively listening to the patient and showing that she understands why she is upset and angry and that her concerns are being taken seriously
How could the conflict be resolved effectively in this following scenario?
A child in a nursery had fallen and hit his head while outside in the play area. The child’s mother is picking him up and has noticed the bump - she is angry that the nursery did not contact her to inform her about the incident
The care worker could apologise to the parent for not contacting her sooner about the accident and try to reassure her that the child is not seriously hurt and was fine following the incident. Reassure the mother that they will contact her in the future if the child does experience a similar accident but that they will make efforts to improve the health and safety procedures to prevent this from happening again. Maintaining a calm, open posture throughout the conversation and showing she empathises with the parent and understands why she is upset
