3. What is CONFLICT ?
Conflict may be defined as a disagreement or struggle between people with
opposing needs, ideas, beliefs, values or goals.
4.
5. Is Conflict Essential ?
○ Without conflict, growth is limited. Conflicts are great catalysts for
growth.
○ Without conflict there is no real reason to change.
7. “ Show me a workplace without conflict and I’ll show you
a workplace where no one gives a damn! ”
8. So if Conflict is essential then why do we need to
Resolve it ?
The answer to this lies in the fact that
CONFLICTS ARE PRODUCTIVE
only if HANDLED CORRECTLY !
9. “Unresolved conflict can be as poisonous to the productivity
of your company as the virus is to the computer.”
10. Five Different Approaches to a Conflict:
1. Avoidance
2. Accommodation
3. Compromise
4. Competition
5. Collaboration
13. 1. Do Not Procrastinate
○ Do it now!
○ Handle conflict sooner rather than later. It only gets
worse with time.
○ Be willing to Resolve the conflict.
15. 3. Design your Approach
○ Know your needs
○ Co-operative power with Appropriate Assertiveness
○ Development of options
○ The WIN-WIN approach.
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21. GOALS OF THIS TRAINING
● Learn ways to try to keep situations from becoming dangerous
● Know how to control yourself in dangerous situations
● Know when and how to de-escalate highly charged situations
● Learning safe options when managing agitated clients.
22. CONCEPTS TO KEEP IN MIND
● De-escalation techniques are ABNORMAL
● We are driven to freeze, fight or flee when scared. However, in de-
escalation, we can do none of these.
● Reasoning with an enraged person is NOT possible.
● The FIRST and MOST IMPORTANT objective is to reduce the level of
arousal so that discussion becomes possible.
23. WAYS THAT HELP KEEP
SITUATIONS FROM ESCALATING
● Take a deep breath…It will help you calm down.
● Appear calm, centered and self-assured even though you don’t feel it.
Anxiety can make the client feel anxious and unsafe which can escalate
aggression.
● Use a calm, low monotonous tone of voice (normal tendency is to have a
high-pitched, tight voice when scared)
● If you have time, remove necktie, scarf, hanging jewelry, religious or political
symbols before you see the client (not in front of him or her).
24. WAYS THAT HELP KEEP
SITUATIONS FROM ESCALATING
● Move the situation outside or to another room, if possible. It makes it less
likely other clients will get involved or become an audience for the agitated
client to play to.
● This also creates a quieter environment and may help in de-escalating the
client, especially mentally ill.
25. CONTROL OF SELF
● Take a deep breath…this will calm you
● Do not be defensive…even if the comments or insults are directed at you.
● Be aware of any resources available for backup.
● Be very respectful even when firmly setting limits or calling for help.
● Give the client plenty of room to move and significant space between you
and him.
26. ENVIRONMENT
● Do not see client when alone.
● Be sure co-worker’s know if you are seeing someone with history of
violence.
● Do not allow the client to get between you and the door.
● If the client comes to the office already agitated do not take them into your
office. See them in a neutral, larger space, if possible.
27. ENVIRONMENT
● Be aware of items in your office that can be used as a weapon. If possible,
keep them out of the reach of the client.
● Review the safety protocols for your office.
28. PHYSICAL STANCE
● Never turn your back for any reason.
● Always be at the same eye level.
● Allow extra physical space between you…about four times your usual
distance and on nondominant side of client.
● Do not maintain constant eye contact. Allow client to break his/her gaze
and look away.
29. PHYSICAL STANCE
● Do not point or shake your finger at the client.
● Do not touch…even if some touching is generally culturally appropriate and
usual in your setting.
● Keep your hands OUT of your pockets, up and available to protect yourself.
● Stand with one foot slightly in front of the other with your weight evenly
distributed.
30. THE DE-ESCALATION
DISCUSSION
● Remember there is no content except trying to calmly bring the level of
arousal down to a safer place. Use simple, clear language.
● Do not get loud or try to yell over a screaming person. Wait until he/she
takes a breath…then talk.
● Address the client by name, it helps to ground them.
● Respond selectively: Answer only informational questions, no matter how
rudely asked (e.g. “Why do I have to fill out these g-d forms?”). DO NOT
answer abusive questions (e.g. “Why are all the staff assholes?”).
31. THE DE-ESCALATION
DISCUSSION
● Explain limits and rules in an authoritative, firm, but always respectful tone.
● Give choices where possible in which both alternatives are safe ones (e.g.
“Would you like to continue our meeting calmly or would you prefer to stop
now and talk later or come back tomorrow when things can be more
relaxed.”)
● Empathize with feelings but not with the behavior (e.g. “I understand that
you have every right to feel angry, but it is not okay for you to threaten me
or others.”).
