CONFLICT RESOLUTION

By

Saadia Maqbool &

Lubna Haque

Aims & Objetives

• To provide knowledge of anger, aggression and violence

• How to attempt to de-escalate the situation and deal with it appropriately

• How verbal and non verbal communication can be used to prevent escalation

• Recognize one’s own safety and remove from potentially volatile situation.

• Anger: Feeling or emotion.

A response to something that has happened.

Can lead to aggression.

• Aggression: Action or behaviour.

Usually intended to hurt

Verbal or physical

• Violence: Serious physical attacks.

May be directed at objects or people.

Effects of Adrenaline•Increase in Heart rate

•Increase in Respiration rate

•Increase in muscle tension

•Increase in blood sugar

•Pupils dilate

•Goosebumps

•Increase in metabolic rate

Adrenaline• Fight: body defends self by standing and

fighting• Flight: body responding to a burst of energy• Fright: confused, unable to respond

immediately.

De-escalation Techniques

• Calming (Self Awareness)• Calming (Awareness of Others)• Reaching (Building Bridges)• Controlling the situation

Calming (Self Awareness)• Voice:

Steady, calm and clear

Appropriate Language• Eyes:

Regular eye contact• Position/Posture

Unconfronting

Non-threatening, relaxed• Face:

Show attentiveness, nods to signal interest.

Calming (Awareness of Others)

Verbal

Non-verbal

How we communicate.

• Body language

55% of meaning is in facial expression and body language.

• Tone

38% of meaning is in the way the words are said.• Words

7% of meaning is in the words that are spoken. (source:Mehrabian A. (1971) Silent messages)

Calming (awareness of others)

1. Make sure they know you are listening• Listen for feelings, concerns, intentions.2. Resist arguments3. Be Yourself4. Watch for:• Relaxation of facial muscles• Steadier breathing• Change in tone of voice/posture

Cultural awareness.• Some people will not make eye contact when talking.• Some people will not shake hands as touching is not

accepted. • Invading someone's personal space is accepted and

common practice in some cultures. • Some females may not even communicate without a

chaperone or a husband present.

Building Bridges

• Make a gift of:–Sit down–A drink

• Don’t patronise• Ask questions you need to ask• Ensure they know the reason why• Let them ask you questions-only answer if you

are sure of the answers.• Use simple, straightforward language

Controlling the Situations

• Be realistic• No false promises• What is achievable and what is not• Be Honest• Take each issue separately• Offer alternatives• Do not blame • Do not hurry

When communication fails!

• When dealing with other people, we must be continually alert to what is going on around us. A situation can change very rapidly. A simple strategy for coping with conflict situations includes the following actions:

Assess

Be aware

Plan

Be alert; constantly observe what is going on around you.

Acknowledge that situations can change rapidly and will call for regular assessment.

Prepare for unforeseen circumstances.

Warning and danger signs.

When a person is getting angry and they feel they need to exert their presence verbally, they will

present with WARNING SIGNS

If you can recognise these, you may be able to prevent the onset of

DANGER SIGNSThese are the bodies natural reaction in

preparation for physical violence.

Warning Signs

Prolonged eye contact

Facial Colour Darkens

Head Back

Standing Tall

Large Movements

Breathing accelerates

Ground kicking

Danger Signs

Fist clenching

Facial colour pales

Head drops

Body lowers

Lips tighten over teeth

Hands come above waist

Fight or FlightFlight should be your preferred option, and is the

safer. Never stay in a situation in which you feel uncomfortable: remember, even if your job role means that you work with a ‘duty of care’, this duty of care starts with you.

If fight is your only option: • Be aware of your limitations and legal

requirements.• Attempting/achieving three aims would fulfil the

requirements of law:

Temporise

Disengage

Some physical withdrawal

PLAN

P = Proportionate – am I using the right level of force? (Don’t use a sledgehammer to crack a nut)

L = Legal – am I covered by law to do what I’m doing?

A =Accountable – am I accountable for my actions? Can I justify what I did, how I did it and why?

N =Necessary – was the action taken necessary?

Law

• In Common law it is the person’s right to defend themselves from attacks and to act as a defence to others and prevent a crime.

• Section 3, Criminal Law Act 1967

A person may use force as is REASONABLE in the circumstances in the prevention of crime, or in effecting or assisting in the lawful arrest of offenders or suspected offenders or persons unlawfully at large’.

Thanks!!!