Updated 12/04/12
Conflict Resolution
All frontline staff must cover objectives set by NHS Protect to meet
National and Trust Targets
Objectives set by NHS Protect
1.
2.
3.
4.
5.
6.
7.
8.
9.
Describe the common causes of conflict
Describe 2 forms of communication
Give examples of communication breakdown
Show an awareness of distance during conflict situations
Describe patterns of behaviour
Use elements of 3 communication models
Recognise warning and danger signs
Give examples of impact factors
Describe different methods for dealing with possible conflict
situations
10. Understand the term ‘reasonable force’
1
Updated 12/04/12
What is Conflict?
Conflict means different things to different people. For some, a definition of
conflict involves fighting or war. For others, it may be a difference in opinion,
perspective or personality.
We need to recognise when a situation is escalating so that we respond
appropriately. Fear can have a similar effect as anger in the way that the body
reacts and responds. It usually begins with frustration and anger, through to
aggression and then to violence.
So think. What causes of conflict in your area?
Violence
Aggression
Crisis
Clashes
Severity of conflict
Frustration
& Anger
Hiccups
Frequency of occurrence
Poor Communication is one of the main causes of conflict, and a number
of things can contribute to it breaking down:Drugs/Alcohol
Stereotyping
Confused state
Language barriers
Stress
Background noise
Body Language
Big words & Jargon
Can you think of a time when any of these factors caused communication
breakdown at work?
2
Updated 12/04/12
If you are ever in a situation where you are confronted with aggressive behaviour
there are things that you can do to diffuse the situation. By paying attention to
what is happening with both verbal and non-verbal communication (the two
forms of communication) it can help to stop it from escalating. Remember
55% of communication is non-verbal, the rest is what you say and the way you
say it. Embracing the Kindness and Respect standards of behaviour at all
times benefits in all
situations.
55% Body Language &
Mehrabian’s communication
study
Facial Expressions
38% The way the words
are said
7% The words themselves
“LEAPS” is one communication model that might help if you are confronted with
aggressive behaviour:-
Listen to the other person, it shows you are interested and that you care
Empathise. This will help diffuse the situation. Use phrases such as “I can
understand why you are upset”, or “I can see that this has made you angry”
Ask questions. This may help discover the facts which may be different to what
you initially thought
Paraphrase this shows the person that you are listening and trying to understand
their problem and they will respond to this
Summarise an agreement and a way forward
For other similar communication models (CUDSA, PALMS) please visit our web
page http://ghnhst/C18/C1/mt/Document%20Library/Conflict%20Resolution.aspx
Think of how you can demonstrate the Leaps model through your own non-verbal
communication and tone of voice.
3
Updated 12/04/12
Another way to improve communication is to recognise what type of behaviour
people are showing, and adapt ours to compliment this. One theory of behaviour
was founded by Eric Berne in the 1960’s who felt that we all have 3 ego states
within us the “parent” “child” and the “adult”. When we display adult – adult
behaviour and language we improve communication and reduce the chance of
conflict escalating.
“Can we try and avoid
a misunderstanding?”
Adult - Adult
“I think this might work,
what do you think?”
“No!
Please?”
“Do This!
Stop that!”
Parent - Child
Patterns of Behaviour. A person will who is becoming increasingly
frustrated, angry or aggressive will normally progress up through these
patterns but may jump without warning. Recognising these patterns may help
decide the best course of action for you.
Serious or aggravated resistance - the person causes
serious injury and may use weapons
Aggressive resistance - the person physically attacks you
Active resistance - the person pulls away or pushes, but no attempt to strike
Passive resistance – the person will sit or stand and will not move
Verbal resistance and gestures – the person refuses to
comply either verbally or with their body language
Compliance – the person will offer no resistance and
complies with your request (95% of the time)
4
Updated 12/04/12
Awareness of what sort of things impact on a situation will help to make a
dynamic risk assessment to make you safer. Impact factors include things
like the mental state of the individuals concerned, whether there are potential
weapons, and whether you are a lone worker.
During any type of conflict it is good to have an awareness of distance, using
this could help to prevent it escalating into a physical assault. The
reactionary gap is the distance between the extremities of your reach and
your opponents reach, anything shorter than this can make you vulnerable.
In a difficult situation be mindful of this, your personal space, and your
potential exit / escape route. So if you can’t talk out of it then walk out of it. A
few things to look out for ….
Warning Signs
Danger Signs
If you can deal with these they may
never get to Danger signs
Direct prolonged eye contact
Facial colour may darken
Head is back
Subject stands tall
Kicking the ground
Large movements close to people
Breathing rate accelerates
Behaviour may stop / start abruptly
Fists clenching and unclenching
Facial colour may pale
Lips tighten
Head drops down to protect throat
over teeth
Eyebrows droop to protect eyes
Hands rise above waist
Shoulders tense Stance moves from
square to sideways
Stare is now at intended target.
Lowering of body to launch forward
5
Updated 12/04/12
Flight or fight
The ‘flight or fight’ response is the body’s natural reaction to a potentially
dangerous situation. Our brains have an in-built system for preparing the
body when threatened, readying it for running away or fighting.
Knowing about and practising the communication models / approaches above
helps us to recognise and calm these natural emotions down so that we can
de-escalate the situation if possible or walk away if appropriate.
However, if fight is the only option we need to be aware of the law and its
requirements. Included in common law is a person’s right to protect
themselves from attack and to act in the defence of others.This is often
referred to as “Reasonable Force”, The legislation relevant to this is: - Section
3, Criminal Law Act 1967 So long as you only do what you honestly and
instinctively believe is necessary in the heat of the moment, that would be the
strongest evidence of you acting lawfully and in self-defence. Remember:
going too far is a criminal offence.
Actions in a Security Emergency
Phone 2222
• Give Your Exact Location
• Details of what has happened
• Ask for help with a violent incident – this will activate the Safe Holding
Response Team
If you need to contact Police –
Phone 2222
• Say ‘Get the Police!’
• Give details as above.
Accident Reporting Hotline (5757 GRH)
You can report minor accidents / incidents via the Accident Reporting Hotline
(5757 GRH). Please leave a message stating clearly the details of the
accident, location and time.
6
Updated 12/04/12
We have looked at a number of situations that you may come across that may
require different methods of dealing with them. Additional Information and
resources that may help with some of these follow and the links can be found
on our Conflict Resolution web page.
The information available on our Conflict Resolution is listed in the boxes. If
you are accessing this booklet electronically the boxes are hyperlinks to the
documents / web pages.
Health and
Safety Policy
Dementia
Toolkit
Safety
Intranet Page
Violence and
Aggression
Policy
Learning
Disabilities
Fact Pack
This is me
End of Life
Care
Resources
Staff Support
Leaflet
Care Plan
Index
Safeguarding
Adults
7
Updated 12/04/12
Staff attending Conflict Resolution Training will receive a booklet
that includes a certificate on this page.
8