Conflict Resolution
and Personal Safety
Nigel Buck
Learning & Development Facilitator
1
Aim
To recognise and try and prevent
conflict.
Be aware of different methods of
resolving such conflicts.
2
Objectives
Recognise common causes of conflict
Give examples of impact warning & danger signs
Describe two forms of communication
Give examples of how communication can break
down
Be able to adopt appropriate physical stance &
professionalism to maintain personal safety.
Describe different methods / models for dealing
with possible conflict situations.
3
What is Conflict?
http://www.youtube.com/watch?v=WdC4DaYIeQ&feature=player_profilepage
4
Reported Physical Assaults
on NHS Staff in 2012/13
16,475
↑
1,397
↓
Mental Health & Learning Disability 43, 699
↑
0
↔
Acute
Ambulance
Special Authority
Total
Notts H/Care
63,199 ↑ = 7.2 per hour
1,430 ↓ = 3.9 per day
5
‘Non reporting of incidents is an issue
for the NHS with many staff saying that
they are used to abuse, abuse is part
of the job’
NHS Security Management Service(2010)Violence
against front line NHS Staff
6
Workbook page 2 to 3
Self-Assessment Task
Know yourself
What is your natural conflict resolving style?
Has your team got a preferred style?
Do you think you are able to change your
style to suit the person and situation?
7
Work Book p5 & 6
Case study 1
Spot the Signs- The impact factors
 Page 5 Read Case Study 1:part a

Using the People, Objects and Places categories
on page 6- identify, list and discuss the factors
that are impacting on Johns behaviour
Time 5 minutes
8
Impact -Factors which could affect the
conflict outcome. Workbook page 6
PEOPLE
-Pain, gender, age, size, build, skills, mental state,
numbers present, physical or mental tiredness.
OBJECTS
-Alcohol, drugs, potential weapons, items of value,
time of the day,
PLACES
-Excessive noise, exits, room layout, public or
private premises, slip/trip hazards
Workbook p.7 Patterns of behaviour
Spotting the Signs
Can you identify any Warning and Danger signs
in the Case study film clip?
10
Warning Signs
Eyes
Behaviour
Standing Tall
Large Movements
Volume of Voice
Words spoken
Ground Kicking
Danger Signs
Eyes
Glancing at intended target areas
Face
Hands / fists / Weapons
Shoulders tensing
Stance changing to side on or fighting
stance
Lowering of entire body before launching
an attack
Workbook p.7 Patterns of behaviour
Spotting the Signs
Watch the film again. Can you identify any more
or different Warning and Danger signs?
How would you do things differently?
14
15
Workbook page 8
Case study 1 part b
How would you do things differently?
1) Identify the barriers to communication
2) Explain how the attitude of both parties
affected their behaviour
What would you do differently?
Time 5 minutes
16
How attitude affects behaviour,
Betaris Box
My Behaviour
Affects…
Your Attitude
Affects
My Attitude
Affects…
Affects
…
YourBehaviour
Behaviour
Your
Conflict Resolution
Know yourself – strength and weaknesses
Spot the Impact, Warning and Danger Signs
Next
Communication
Models for Dealing with Conflict
The Fence
18
Types of Communication
• Communication is 55% body language,
• 38% voice tone and 7% words
• Working on the phone
86% voice tone and 14% words
(Source:-Mehrabian. A. 1971-Silent Messages)
19
Body Language – Six universal
facial expressions recognised around the world
1
2
A
4
3
F
5
D
6
20
EXPLORING BARRIERS
TO COMMUNICATION
Work in pairs.
Nominate a Drawer and
a Describer.
Drawer have your back to
the screen.
21
22
The tools for conflict resolution
blueskyexperiences.com
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Communication Models
L.E.A.P.S
PEACE Model
5 STEP APPEAL
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LEAPS
L - Listen to what the person has to say
E - Empathise with what they have to say
A - Ask questions to obtain more information
P - Paraphrase by putting the facts into your own
words
S - Summarise a course of agreed action
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Peace model
P – Plan, Prepare
E-
Engage, Explain
A – Account for Actions
C-
Closure
E-
Evaluate
26
The 5 Step Appeal
Step 1 - Ethical AppealPlease…
Step 2 - Reasoned Appealwhy you are making the request.
Step 3 - Personal Appeal
An appeal to them by name
Step 4 - Practical Appeal
Last chance. Offer alternatives/ options &
consequences
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Step 5 - Action
Option you choose based on the threat as you see it,
having considered all factors.
I’ve tried to help… & you are still…..now I’m… & once
said then you must do it!
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Work Book Page 10
Case Study 1 part c
Which model of communication would you
use?
1) Discuss how you would deal with this
situation and John’s anger?
 Time 5 minutes
29
Phrases to help you
How can I help you?
I’d like to help you.
Am I correct in thinking that….
Can I confirm that this is…..
I’m sorry that you have had a bad
experience…..
Can I suggest….
30
The Fence
31
The Fence- Distance?
Intimate zone
Family/ Partners
Personal Zone
People we know
Social zone
Most other people
feet / m
feet / m
32
The Fence
Reactionary Gap
33
Physical stance & positioning
Work Book page 14 Case study 2 part a
1.Explain what course of action you decide
to take
2.Discuss your reasons for this
3.Why is it important to be aware of your
body language?
Time 5 minutes
34
Get out
Be aware of potential escape routes
Generally If it feels wrong then it probably is
So do something straight away and remove
yourself from the situation
35
P.16 Case study 2 part b
What key advice would you give
regarding lone working in the
community and keeping safe?
Where would you signpost them too for
further information?
Time 5 Minutes
36
Lone Working
Risk Assessment
Risk of conflict
situations
Know your escape
routes
Be aware of your
surroundings
Don’t go into a
situation if you feel at
risk
Be aware of the
situation you are in
Keep your wits about
you
Be aware of your own
actions
Raising the alarm
Lone Worker Devices
Buddy systems
Shared diaries
Movement boards
Are you Listening?
38
P.12 & 13 To be good at listeningTrue or false
It is more important to pay attention to your own
point of view rather than the other persons
False
It is important not to interrupt
True
When listening be open and receptive
True
When listeningTrue or false
You hear most of what is being said
False
You interpret what is being said
True
Think ahead about what you might say
False
To be good at listening
True or False?
Do not deny or ignore others feelings
True
Do not pretend to understand
True
Talk about your personal views
False
Acknowledge the other persons point of view
True
De-escalation techniques
Managing difficult conversations &
expectations
Be self aware limits and strengths
Voice tone & volume
Facial expression & Body posture
Try & help
Active listening skills
42
The Law
Reasonable Force?
43
Objectives
Recognise common causes of conflict
Give examples of impact warning & danger signs
Describe two forms of communication
Give examples of how communication can break
down
Be able to adopt appropriate physical stance &
professionalism to maintain personal safety.
Describe different methods / models for dealing
with possible conflict situations.
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www.nottslandd.nhs.uk
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