MRNY CHW TrainingConflict Resolution Skills

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Conflict resolution skills essential for CHWsWhat words, feelings, and images

come to mind when you think of conflict?

As a child, how were you taught to deal with conflict?

In your experience, what contributes to successful conflict resolution?

Not all conflict is destructive

Thoughts?

Not all conflict is destructive!Think of examples together

It’s destructive when it: Takes energy away

from other more important tasks

Deepens differences Divides groups Results in

discrimination Destroys people’s

morale and self esteem Harms quality of

services

It’s constructive when it: Promotes new

understandings of self, others

Creates possibilities for positive change and transformation

Enhances working relationships and team

Reduces stress Results in better quality

services

Video: A conflict between two CHW co-workers.

https://www.youtube.com/watch?v=8wHwNAnhC1Y  

Sam and Chris Case Study p. 312 (lateness case) What’s the conflict about? How might the conflict impact them? What conflict styles are they using? How would you handle this if you were Sam?

If you were Chris? How might they have tried to resolve the

conflict rather than make it worse?

Common sources of workplace conflict (option: do mini role plays)

1. Insufficient resources2. Conflicting personalities and work styles3. Delegation of power and authority4. Conflicting values5. Lack of acknowledgment for one’s

contributions6. Disagreements over roles and

responsibilities

Common sources of workplace conflict, continued-

7. Intercultural misunderstandings8. Poor communication9. Poor leadership and unpredictable

policies10. Conflicting pressures11. Perceived threat to one’s identity

Denali and Walter case study p. 316- Foundations (optional re: flyers at work)

What are the main sources of conflict that need to be addressed in their case?

Connection to your life: 1. Think about a conflict you experienced at work. What

were your initial perceptions of the cause of the conflict?

2. Referring to the list above of sources of workplace conflict, what else might have contributed to the conflict?

3. How could knowing about the causes of the conflict assist you in addressing it?

Signs of unresolved conflict at work pp. 317-318--- optional- look at examples-

discuss

Common sources of conflict for CLIENTS:Brainstorm examples togetherConflicts over resources

Conflicts over psychological needs

Conflicts involving values and identity

Common Responses to conflictInfluences that contribute to our approach to

conflict (p. 319) (small group discussion/share)1. Socioeconomic status2. Gender and sexuality roles3. Culture, race, ethnicity, and religious influences4. Behaviors modeled by family, friends5. Personal history of discrimination, conflict and

trauma6. Personality and temperament7. Attitudes and behaviors seen on TV8. Conflict resolution training, coaching, education

you’ve received9. Childhood messages you received about conflict

Influence of Culture

In conflict situations in your culture, is harmony and the values of the group more important than individual rights?

Have you experienced conflicts influenced by cultural differences?

How do your cultural identities influence your approach to conflict?

Personal conflict styles p. 322– Conflict quizWhat did you learn about yourself? Reflections

about conflict? Explain the conflict styles discuss at tables (p. 320) Avoiding Accommodating Competing Compromising Collaborating

Scenarios Your supervisor can’t give you more hours

though she’d promised to give you more last month.

There’s a new project at work that you really want to work on but the project is given to someone else on your team.

Can you create some I statements you might use to try to resolve the conflicts?

Compromise1. How easy is it for you to compromise?2. What are some negative consequences of

not being able to compromise? (jigsaw p. 321)

3. Have you interacted with someone who was compelled to be right? What’s it like?

4. What gets in the way of people’s ability to compromise?

5. What helps us create win/win solutions?

Three approaches to handling conflict (jigsaw)

Prevention

Early intervention

Third party intervention

The influence of power in conflict- what’s right strategically and ethically

Conflict with someone with powerful than you

Conflict with someone over whom you have some power

Changing the way we view conflict Activities: jigsaw paragraphs, read and change statements Moving from certainty to curiosityIt’s clear to me that you want to see me fail! That’s why

you always make us late.

Disentangling Intent from ImpactYou love making me uncomfortable don’t you.

Distinguishing blame from contribution

Thanks to you that report was late to our supervisor!

Developing a common framework and process for resolving conflict1. Express commitment to resolving it2. Express desire to have good working relationship3. Acknowledge the value of the other person4. Identify your common values, vision5. Be prepared to move from certainty to curiosity.6. Negotiate common ground rules for your

discussion7. Work to disentangle impact from intention8. Focus on not assigning blame but on

understanding9. If you mean it, apologize and take responsibility10. If things escalate, take a break11. Focus on next steps.

Active listening skills pp 327-28 (use one of earlier cases) Practice with a partner: Encourage Clarify Restate Reflect Summarize Validate “I” MessagesALSO Changing You messages to I messages

The challenge of anger / how to handle your anger professionally https://www.youtube.com/watch?v=kOZWxisLm5s  A CHW does not respond well to a client's

anger.  https://www.youtube.com/watch?v=lMxXFufpHFc A CHW responds effectively to a client's

anger. 

Be aware StopThink ChooseUnderstand Action

Look at Pp 330-331- discuss questions mid page 331

How to de-escalate the anger of others Listening skills are crucial Offer reassurance and space for big

emotions to settle Express your desire to understand the other

person Assert your own needs and agency policies Everyone wants to feel understood and

listened toListen to/read along the case on pp 331-2 and

then apply the ideas above to that case

More re handling others when angry Reframing will allow you to redirect aggression

into a non-threatening discussion

Safety should always be of utmost importance to you and your organization

Knowing when to disengage is essential

Share deescalation stories….

The power of apologies What are your thoughts and feelings about

making an apology? Is it hard for you to apologize to others? Is so,

why? What would support you to provide an

apology to a client, coworker or supervisor? Do you have any concerns or ideas re: limits

of apologies?