Care Certificate

250 videos, 11 hours and 6 minutes

Course Content

Managing conflict and difficult situations

Video 23 of 250
3 min 6 sec
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Managing Conflict and Challenging Behaviour in the Workplace

Understanding and effectively managing conflict and challenging behaviour is crucial in maintaining a harmonious and productive workplace. Recognising the causes and responding appropriately is key to resolving such situations.

Understanding Conflict and Challenging Behaviour

Conflict is a serious disagreement or argument, often prolonged. Challenging behaviour can stem from various factors, including distress or unmet needs, and is characterised by its demanding nature.

Causes of Conflict

  • Biological: Pain, medication side effects, substance misuse.
  • Social: Boredom, need for control, communication issues.
  • Environmental: Loud noise, poor lighting, mobility barriers.
  • Psychological: Feelings of exclusion or loneliness.

Workplace Policies and Reporting

Workplaces often have specific policies for responding to challenging behaviour, including reporting procedures to document incidents.

Effective Communication in Conflict Resolution

Engaging in respectful, open discussions can often lead to solutions. Listening carefully, taking feelings seriously, and finding mutually agreeable solutions are important.

Recognising and Responding to Triggers

Understanding individuals' triggers for distress is crucial. Maintaining emotional neutrality, observing body language, and reacting appropriately can prevent escalation.

De-escalating Confrontational Situations

In potentially confrontational situations, withdrawing to allow time for calming down can be an effective strategy.

Developing Conflict Management Skills

Developing communication skills and understanding workplace protocols are essential in managing aggressive or violent behaviour.

Maintaining Professionalism

Regardless of the situation's intensity, remaining calm, listening attentively, and ensuring confidentiality are paramount for professional conduct.

With support and guidance from management, employees can enhance their skills in conflict resolution, contributing to a safer and more positive work environment.

Learning Outcomes:
  • Standard 3.1 - Learning Outcome 3.4a
  • Standard 3.1 - Learning Outcome 3.4b
  • Standard 3.1 - Learning Outcome 3.4c
  • Standard 3.1 - Learning Outcome 3.5a
  • Standard 3.1 - Learning Outcome 3.5b
  • Standard 3.1 - Learning Outcome 3.5c