Violence at Work (UK)
Managing a Conflict
Managing a conflict may be regarded as a FOUR STAGE PROCESS which continually reverts to Stage One in the event of a deterioration in the behaviour of the subject.
Stage One : Prevent Escalation
From a safe distance - gain the person’s attention
Ignore, distract or divert verbal abuse
Move slowly, give the person space
Don't corner them / block their exit
Don't stand in front of them, stand off to one side
Introduce yourself and explain the reason for your presence
Face towards them
Talk softly and calmly in simple and clear terms; if appropriate invite an explanation
Avoid criticising the person’s reasoning or behaviour
Listen patiently and attentively without interrupting
Stage Two : Acquire facts
Acknowledge the persons emotions (but don’t try to deal with the cause of the person’s anger or emotional state)
Acknowledge failings where they exist, especially if they are the cause of the tension
Use appropriate praise for positive behaviour
Stage Three : Confirm understanding
Demonstrate that you understand the circumstances by intermittently paraphrasing what the person has said
Invite confirmation that your understanding is correct
Avoid workplace jargon, explain in simple terms what you are able to do
If the situation merits referral to a supervisor do it
Stage Four : Suggest solutions and resolve
If possible, try to break complex issues into small components
If the problem or any part of it can be remedied quickly do it
Encourage reasoning
Decide on a suitable procedure to solve the remaining difficulties
Be realistic, fair and honest
Advise in an assertive manner what action you intend to take. Your explanation should always be polite, calm, clear and firm