Facilitate responsible behaviour

The ability for a worker to communicate effectively with clients is essential in the process of being able to prevent and/or de-escalate conflict situations that may arise with clients.

The skills that underpin these abilities include:

• Being able to deliver messages to facilitate client understanding and in turn to be able to ‘hear’ the real meaning of what clients say.
• Being able to teach clients basic problem solving skills and the benefits of focusing on solutions.
• Consulting and engaging with clients as a two-way process, so that clients feel that their views are both acknowledged and validated.
• Being aware of the cultural considerations that are specific for a client, and using culturally sensitive communication techniques that strengthen the worker–client relationship and empower the client.
• Having knowledge of the potential causes of conflict and aggression for clients interacting with organisations, so that workers can take these factors into account.
• Understanding the ‘pay offs’ for why some people behave negatively and the benefits of using positive communication strategies with clients to defuse or reduce conflict.
• Having an awareness of your conflict management style and where your strengths lie, so that you are better equipped to deal with conflict and aggression in the workplace.
• Understanding and experience in using negotiation and conflict management techniques.