Conflict and Communication in the Workplace
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Questions and Answers

What is the primary purpose of de-escalation techniques?

  • To intimidate the other person
  • To prove a point
  • To alleviate stress and avert aggression (correct)
  • To delay conflict resolution

    • Why is maintaining an adequate distance between you and the other person important?

  • To make the other person feel more comfortable
  • To reduce the risk of physical violence (correct)
  • To appear more confident
  • To improve communication

    • What is the LEAPS model used for?

  • To avoid conflicts
  • To handle hiccups (correct)
  • To manage a crisis
  • To resolve a clash

    • What is the primary goal of conflict resolution?

    <p>To find a mutually beneficial solution</p> Signup and view all the answers

    What is the CUDSA model used for?

    <p>To manage a clash</p> Signup and view all the answers

    What should you avoid doing during de-escalation?

    <p>Ordering the person around</p> Signup and view all the answers

    What is the PALMS model used for?

    <p>To resolve a crisis</p> Signup and view all the answers

    Why is it important to assess the individual's emotional state during de-escalation?

    <p>To understand their perspective</p> Signup and view all the answers

    What is the main difference between a hiccup and a clash?

    <p>A hiccup is a minor irritation, while a clash is a more severe conflict</p> Signup and view all the answers

    What is the primary goal of personal safety strategies?

    <p>To reduce the risk of physical violence</p> Signup and view all the answers

    What is the primary reason an incident needs to be reported?

    <p>To prevent similar incidents from happening again</p> Signup and view all the answers

    Why is it essential for an organisation to support its employees following an incident?

    <p>To fulfill its legal duty for employee safety</p> Signup and view all the answers

    What is a benefit of providing appropriate support following an incident?

    <p>Lessons learnt can prevent future incidents from occurring</p> Signup and view all the answers

    What should be done immediately following an incident?

    <p>Check if anyone has been injured</p> Signup and view all the answers

    Why is full investigation of incidents necessary?

    <p>To prevent similar incidents from happening again</p> Signup and view all the answers

    What is a result of not reporting an incident?

    <p>It is as if the incident did not happen</p> Signup and view all the answers

    What is communication primarily concerned with?

    <p>The act of transmitting information</p> Signup and view all the answers

    What percentage of NHS staff reported experiencing physical violence in the last 12 months?

    <p>14.7%</p> Signup and view all the answers

    What is a common underlying factor in conflict?

    <p>Poor communication</p> Signup and view all the answers

    What percentage of NHS staff experienced harassment, bullying, or abuse?

    <p>27.8%</p> Signup and view all the answers

    What is conflict often characterized by?

    <p>A disagreement or struggle</p> Signup and view all the answers

    When communicating with patients, what can hinder cross-cultural communication?

    <p>Lack of understanding between participants</p> Signup and view all the answers

    What is an example of non-verbal communication that can help minimize conflict?

    <p>Keeping your body relaxed and open</p> Signup and view all the answers

    According to the current view of conflict, what is the role of management?

    <p>To manage the level of conflict and its resolution</p> Signup and view all the answers

    What is an example of verbal assault?

    <p>Threatening behaviour</p> Signup and view all the answers

    What can be a cause of conflict in communication?

    <p>Differing educational background</p> Signup and view all the answers

    What is the result of effective conflict management?

    <p>Optimal organisational performance</p> Signup and view all the answers

    What is an example of para-verbal communication?

    <p>Tone of voice</p> Signup and view all the answers

    What can be a warning sign of conflict?

    <p>Fists clench and forearms rise</p> Signup and view all the answers

    What is a way to minimise the likelihood of conflict?

    <p>Saying something positive</p> Signup and view all the answers

    What is more important in communication?

    <p>How you say it</p> Signup and view all the answers

    What is the primary function of communication?

    <p>To exchange information between individuals</p> Signup and view all the answers

    What percentage of NHS staff experienced physical violence from patients, relatives, or public in the last 12 months?

    <p>14.7%</p> Signup and view all the answers

    What is a common underlying factor in most conflicts?

    <p>Poor communication</p> Signup and view all the answers

    What is the significance of understanding conflict in a healthcare setting?

    <p>To decrease violence and harassment</p> Signup and view all the answers

    What is the consequence of ineffective communication in a healthcare setting?

    <p>Increased harassment and violence</p> Signup and view all the answers

    What is the primary reason for an organisation to fully support its employees following an incident?

    <p>To reduce the financial and reputational cost or impact</p> Signup and view all the answers

    What happens if an incident is not reported?

    <p>It is as if it did not happen</p> Signup and view all the answers

    What is a benefit of providing appropriate support following an incident?

    <p>Employees feel valued and respected</p> Signup and view all the answers

    What is the purpose of investigating incidents fully?

    <p>To identify the cause of the incident and take preventative measures</p> Signup and view all the answers

    What is the primary purpose of an incident report form?

    <p>To document the incident and take steps to prevent it from happening again</p> Signup and view all the answers

    Why is it important to provide employees with appropriate training following an incident?

    <p>To provide them with assurance and security</p> Signup and view all the answers

    What is the main difference between the traditional view and the current view of conflict?

    <p>The traditional view sees conflict as avoidable, while the current view sees it as inevitable.</p> Signup and view all the answers

    What is a key factor in minimizing the likelihood of conflict?

    <p>Saying something positive to lighten the mood.</p> Signup and view all the answers

    What is an example of non-verbal communication that can help minimize conflict?

    <p>Using open hand language.</p> Signup and view all the answers

    What is the primary goal of managing conflict?

    <p>Managing conflict to achieve optimal performance.</p> Signup and view all the answers

    What is an example of para-verbal communication?

    <p>Using a firm tone of voice.</p> Signup and view all the answers

    What is a common cause of conflict in communication?

    <p>All of the above.</p> Signup and view all the answers

    What is the impact of how you say something on communication?

    <p>It is more important than what you say.</p> Signup and view all the answers

    What is an example of verbal assault?

    <p>Threatening behavior.</p> Signup and view all the answers

    What is the role of management in conflict resolution?

    <p>To manage conflict to achieve optimal performance.</p> Signup and view all the answers

    What is a common warning sign of conflict?

    <p>A flushed face.</p> Signup and view all the answers

    What is the main goal of de-escalation?

    <p>To defuse anger and avert aggression</p> Signup and view all the answers

    What should you do first in a de-escalation situation?

    <p>De-escalate yourself first</p> Signup and view all the answers

    What is a common mistake to avoid in de-escalation?

    <p>Ordering the individual what to do</p> Signup and view all the answers

    What is the primary goal of personal safety strategies?

    <p>To ensure your own safety and the safety of others</p> Signup and view all the answers

    What is the result of not managing a hiccup conflict?

    <p>It leads to a clash</p> Signup and view all the answers

    What is the LEAPS model used for?

    <p>Resolving a hiccup</p> Signup and view all the answers

    What is the CUDSA model used for?

    <p>Managing a clash</p> Signup and view all the answers

    What is the PALMS model used for?

    <p>Resolving a crisis</p> Signup and view all the answers

    What percentage of NHS staff reported experiencing physical violence in the last 12 months?

    <p>14.7%</p> Signup and view all the answers

    What is the importance of maintaining an adequate distance between you and the other person?

    <p>To protect yourself from physical harm</p> Signup and view all the answers

    What is communication primarily concerned with?

    <p>Exchanging information between individuals through a common system</p> Signup and view all the answers

    What percentage of NHS staff reported experiencing harassment, bullying, or abuse?

    <p>27.8%</p> Signup and view all the answers

    What is a common underlying factor in most conflicts?

    <p>Ineffective communication</p> Signup and view all the answers

    What is conflict often characterized by?

    <p>A disagreement, struggle, or fight</p> Signup and view all the answers

    What percentage of NHS staff reported experiencing physical violence in the last 12 months?

    <p>14.7%</p> Signup and view all the answers

    What is the primary goal of de-escalation techniques?

    <p>To calm a potentially dangerous situation</p> Signup and view all the answers

    What is the first step in the de-escalation process?

    <p>De-escalate yourself first</p> Signup and view all the answers

    What should you avoid in de-escalation techniques?

    <p>Ordering or threatening the person</p> Signup and view all the answers

    What is the purpose of the LEAPS model?

    <p>To handle minor irritations</p> Signup and view all the answers

    What is the purpose of the PALMS model?

    <p>To handle crisis situations</p> Signup and view all the answers

    What is the main difference between a hiccup and a clash?

    <p>A hiccup is a minor irritation, while a clash is a more severe conflict</p> Signup and view all the answers

    What is the primary goal of personal safety strategies?

    <p>To ensure the safety of oneself and others</p> Signup and view all the answers

    Why is it important to assess the individual's emotional state during de-escalation?

    <p>To determine the best de-escalation technique</p> Signup and view all the answers

    What is the consequence of ineffective communication in a healthcare setting?

    <p>Increased risk of violence</p> Signup and view all the answers

    What is the significance of maintaining an adequate distance between you and the other person?

    <p>It ensures personal safety</p> Signup and view all the answers

    What is a common reason for communication breakdown?

    <p>All of the above</p> Signup and view all the answers

    What is a warning sign of conflict?

    <p>A person's face becomes flushed</p> Signup and view all the answers

    What is the goal of management according to the current view of conflict?

    <p>To manage the level of conflict</p> Signup and view all the answers

    What is an organisation's legal duty to its employees?

    <p>To ensure their safety</p> Signup and view all the answers

    What is an example of verbal assault?

    <p>Using inappropriate words</p> Signup and view all the answers

    What is the consequence of not reporting an incident?

    <p>It is as if it did not happen</p> Signup and view all the answers

    What is the primary function of non-verbal communication?

    <p>To supplement verbal communication</p> Signup and view all the answers

    Why is it important for an organisation to fully support its employees?

    <p>To reduce the potential impact of incidents</p> Signup and view all the answers

    What can hinder cross-cultural communication?

    <p>Different cultural backgrounds</p> Signup and view all the answers

    What is the primary goal of minimizing the likelihood of conflict?

    <p>To manage conflict</p> Signup and view all the answers

    What is a benefit of providing appropriate support following an incident?

    <p>Employees feel valued and respected</p> Signup and view all the answers

    What is the purpose of fully investigating incidents?

    <p>To identify the cause of the incident</p> Signup and view all the answers

    What is an example of para-verbal communication?

    <p>Using an appropriate tone of voice</p> Signup and view all the answers

    What is the result of effective conflict management?

    <p>Improved relationships</p> Signup and view all the answers

    Why is it important to provide employees with appropriate training following an incident?

    <p>To support their welfare</p> Signup and view all the answers

    What is the primary function of communication?

    <p>To convey information</p> Signup and view all the answers

    Study Notes

    Communication in Healthcare

    • Importance of effective communication:
      • Communication breakdown can lead to conflict
      • Communication is a process of exchanging information between individuals through a common system
      • Common factors in communication breakdown: language barriers, noise levels, personal emotions, disabilities, cultural differences, and stereotypes

    Communication Breakdown

    • Causes of communication breakdown:
      • Language: dialect, accent, complexity, and jargon
      • Environment: noise levels, temperature
      • Personal emotions: fear, anxiety, stress, anger, confusion
      • Disabilities: hearing impairment, speech impediment
      • Cultural differences: lack of understanding, stereotyping, and non-matching behavior
      • Educational background differences
      • Cognitive difficulties: dementia, learning disabilities, mental health

    Conflict in Healthcare

    • Definition of conflict: disagreement, struggle, or fight
    • Causes of conflict:
      • Poor communication
      • Poor information sharing
      • Staff attitude
      • Physical health
      • Unmet needs
      • Environmental factors
      • Religious and cultural differences
      • Lack of resources

    Conflict Warning Signs

    • Non-verbal warning signs:
      • Flushed face
      • Shallow breathing
      • Sweating
      • Increased gaze intensity
      • Hardened tone of voice
      • Visible pulse in the neck
      • Rise and extension of arms
      • Clenched fists and rising forearms
      • Shift in body weight and taking steps forward

    Traditional vs. Current View of Conflict

    • Traditional view:
      • Conflict is avoidable
      • Caused by management error or "trouble makers"
      • Disrupts organisational performance
      • Task of management is to eliminate conflict
    • Current view:
      • Conflict is inevitable
      • Arises from multiple causes (organisational structure, differences in goals and perceptions)
      • Contributes to and detracts from organisational performance
      • Task of management is to manage conflict for optimal performance

    Minimising Conflict

    • Verbal spoken strategies:
      • Saying something positive
      • Changing the subject
      • Using appropriate humor
      • Motivating others
      • Empathising with others
      • Giving choices
      • Setting limits
    • Para-verbal strategies:
      • Tone of voice
      • Pitch
      • Volume

    Verbal Assault

    • Definition: using inappropriate words or behavior causing distress and/or harassment
    • Examples:
      • Threatening behavior
      • Abusive behavior (verbal, email, texting, graffiti, social media)
      • Racial or sexual in nature (potential hate crime)
      • Harassment
      • Stalking

    Non-Verbal Communication

    • Strategies:
      • Keep body relaxed and open
      • Use open hand language
      • Breathe deeply and calmly
      • Respect personal space
      • Be aware of facial expressions
      • Avoid sudden movements
      • Don't stare

    Communication Impact

    • Importance of how you say it: what you say is less important than how you say it### Support Following an Incident

    • After an incident, it is essential to provide support to those affected, which involves checking for injuries, providing medical assistance, and ensuring the safety of everyone involved.

    • The incident should be reported, and an incident report form should be completed to prevent future incidents and to identify measures to prevent similar incidents from occurring.

    Benefits of Appropriate Support Following an Incident

    • Employees feel valued and respected when they receive proper support following an incident.
    • Providing support reduces the potential impact of an incident and helps to prevent future incidents from occurring.
    • Employees feel empowered and are more likely to report incidents, which leads to a safer working environment.

    The Attitude and Behavioural Cycle

    • A person's attitude affects their behaviour, which in turn affects the attitude and behaviour of others.
    • This cycle is essential to understand in conflict situations to prevent escalation.

    De-escalation Techniques

    • De-escalation involves using verbal and non-verbal communication skills to defuse anger and avert aggression.
    • De-escalation techniques can alleviate stress before it becomes a more significant issue.
    • The safety of everyone involved is the highest priority when using de-escalation techniques.

    De-escalation Basics

    • De-escalate yourself first by breathing, acting calm, and reassuring yourself.
    • Use a neutral facial expression, relaxed body language, and minimal gestures.
    • Ask for help if needed, and prioritize your safety and the safety of others.

    Pros of De-escalation

    • Assess the individual's emotional state and identify trigger factors.
    • Reassure them to reduce anxiety, and talk/listen to find a solution.
    • Be aware of your environment and potential threats, and maintain a relaxed and alert posture.

    Personal Safety

    • Maintain an adequate distance between yourself and the other person.
    • Allow space and time, and back off if they advance towards you.
    • Move towards a safe place, and evacuate the location if an object constituting a weapon is produced.

    Conflict Pyramid

    • Recognize when a situation is escalating and respond appropriately using the right strategy.
    • Conflicts can be divided into three levels: Hiccups, Clash, and Crisis.
    • Each level requires a different strategy to resolve the conflict.

    Conflict Resolution Models

    • LEAPS model: Listen, Empathize, Ask questions, Paraphrase, and Summarize to resolve minor irritations (hiccups).
    • CUDSA model: Confront the conflict, Understand the other person's point of view, Define the problem, Search for a solution, and Agree on a solution for clashes.
    • PALMS model: Position yourself, maintain a non-inflammatory Attitude, Look and listen, Make space, and maintain a non-inflammatory Stance for crises.

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    Test your understanding of communication and conflict in professional settings. Learn how communication breakdowns can lead to conflicts and how to resolve them. Quiz based on Dr. Zanganeh's lecture notes.

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