As a worker it is a necessary part of your toolkit of skills to be able to manage conflict effectively and assertively when it arises in your workplace, in keeping with your organisation’s policies and procedures.
Some of these necessary skills include the following:
- It is vital to have self-management strategies in place when a client exhibits unacceptable behaviours, so that you can be objective and effective in managing the situation.
- Develop appropriate communication techniques and behavioural strategies to use when attempting to defuse or prevent a client’s unacceptable behaviour from escalating.
- Apply knowledge of the organisational policies and procedures for maintaining the personal safety of your client, yourself and fellow workers, when attempting to manage a client’s aggressive behaviour.
- Use assertive communication techniques and body language, in conjunction with observing basic human rights, to manage conflict in the workplace.
- Comply with your organisation’s response and intervention strategies for handling aggressive or conflict situations.
- Be aware of your organisation’s requirements for reporting and recording incidents of unacceptable behaviours by clients as soon as possible after they occur.