Managing Conflict and Difficult Situations
Managing Conflict and Difficult Situations
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There are many things that can cause conflict with and between people. Conflict or ‘behaviour that is challenging’ often happens as a result of distress or because needs are not being met.
It could be caused by a number of factors.
Can you think what these might be?
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Possible factors include:
Biological, for example because an individual is in pain or suffering the side-effects of medication or substance misuse
Social, for example because of being bored, wanting social contact, having a need to be in control, not being able to communicate or understand what is being said
Environmental, for example because of loud noise or bad lighting or barriers to mobility
Psychological, for example because of feeling left out or lonely
Your workplace might have a policy on responding to behaviour that challenges. There will usually be a form to report what happened, who has been involved and where and when the incident took place.
You should include whether anyone has been injured and needed medical assistance or whether the police have been called, and sign and date the form. This will then be used to determine any action that is needed to support the individual better.
What are some of the things you can do to find a solution?
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An open discussion with any individual, where they are treated with respect and dignity, can often find a solution.
If possible and safe, when working with a person whose behaviour is challenging:
Take them to a quiet place
Ask questions and listen carefully to what they say
Take their feelings of being upset or angry seriously
Try to find a way forward that they understand and can agree to
Your manager will provide guidance, explain ways of working and support you to develop your knowledge and skills as you progress in your work.
In the meantime here are a few important things to remember.
Get to know the people you are working with
It is important that you get to know the individuals you are working with as far as possible, so you can recognise what triggers their distress.
Don't get emotionally involved
It is also important that you don’t get emotionally involved but keep a clear head and look out for body language and reactions.
Avoid confrontation
If you feel that a one-to-one situation between yourself and an individual has the potential to become confrontational you should try to leave the scene to give them time to calm down.
Use your communication skills
When you recognise frustration and aggression in a person’s behaviour you will learn, as you develop in your role, how to use your communication skills and other ways of working to manage a situation before it becomes violent or aggressive.
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