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Definition of conflict
Definition of conflict
A disagreement or clash between ideas, principles, or people.
Definition of aggression
Definition of aggression
It is a human emotion which compels the individual to act in either a defensive or offensive manner.
Definition of physical assault
Definition of physical assault
The intentional application of force to the person without lawful justification, resulting in physical injury or personal discomfort.
Definition of non-physical assault
Definition of non-physical assault
The use of inappropriate words or behaviour causing distress and / or constituting harassment.
Within the working environment of Excel EMS there will be occasions that arise when it is not too difficult to acknowledge what may have contributed to an individual's anger or distress.
These may include:
- Unmet expectations
- Rudeness
- Indifference
- Being ignored
Therefore, in terms of conflict resolution, it is important to recognise that an individual’s behaviour is often not directed at us, but at a set of circumstances faced by them.
If we are able to understand the background to potentially violent behaviour, we are able to separate what is a personal attack from what is being directed at us as representatives of Excel EMS. However although violence is understandable it is never acceptable. All such instances, be they verbal or physical, must be reported.
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