Dealing with Conflict

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1. Avoid mirroring/ confrontation. 

- React positive, stay calm, break the cycle, and Keep control


2.  Two forms of communication (Positive vs negative)

Positive Communication

 Negative communication

Help to resolve conflict, reduce stress and anxiety of recipient

Worsen the situation, increase of stress and anxiety of the recipient

 -Says what can be done

-Suggests alternatives

-Sounds helpful and encouraging

-Highlight positive actions

-Suggest positive results can be gained

 -says what can't be done

-has a subtle tone of blame

-Includes words like can't, won't, and unable to send a signal of what cant be done

-Is bureaucratic

-Does not suggest a positive outcome


3. Identify the communication barrier, and work on it. 

e.g. language, culture (what we perceive as polite might not be the same to another person), ailments & disability, your attitude (prejustice) 


4. Non-Verbal Communication

e.g. posture, your personal presentation (how we look)


5. Bad behavior of a person - don't take it personally

- some people can be in bad mood, aggressive

- you are just their convenient target

- let them vent their frustration


6. Aware of the pattern of behavior

- it could be unlikely you are able to predict the speed of change

Taken from https://slideplayer.com/slide/3874754/ 


7. Learn the communication model/ approach

E.g. PALMS (position, attitude, look/listen, make space, stance)


8. Post Crisis Management

- Be empathetic, Avoid pity for her/her, Be aware/careful with your wording, Report incident, Self-reflection


9. Aware of the danger, know the red flag

- make sure you are safe

- Always be alert on People, Object, Place

   - Are you in disadvantaged situations, number of people, dangerous weapons, exit door

Be alert on possible red flag

- direct/prolonged eye contact, facial color changes, lip tightening, fist clenching


10. Mental Risk Assessment

- ?? substance influence or psychosis


11. Know your right

- Right to self-defense, by using the minimum amount of force that is proportional to the seriousness of evil to be prevented



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