Resolving workplace conflict is an expected part of the job managers and Human Resource Practitioners. Whether you work in education, healthcare, human services, business, or any field, you might deal with angry, hostile, or noncompliant behaviour every day. Your response to the defensivereaction is often the key to avoiding a physical confrontation with someone who has lost control of their behaviour.
These ten De-Escalation Tips will help you respond to challenging behaviour in the safest, most efficient way possible.
Be empathetic and non-judgmental
Respect personal space
Use non-threatening nonverbal communication
Focus on feelings
Ignore challenging questions
Choose wisely what you insist upon
Allow silence for reflection
Allow time for decisions
To help you towards more efficient conflict de-escalation and resolution, the following basic steps can be followed:
Obtain the name of the person with whom you are speaking: People respond favourably to their own name. It also makes the conversation more personal. Ask for the person’s name early in the piece and use it throughout the discussion.
Use Active Listening: Clarifying, paraphrasing and using open-ended questions ensure that the individualyou are speaking with knows you are aware of their situation and frustrations. Resaying a person’s own words back to them demonstrates that you have understood entirely what they were trying to say.
Show support and suspend judgement: Empathy needs to be shown during conflict situations. Respecting the other person’s point of view even if you do not agree entirely will be the first step to resolving the conflict.
Get them to agree and say yes: Having the person agree with you on general factual points leads the conversation towards a more favourable outcome. If you can show that you have understood their point of view by making clarifying statements you generate a state where the other person must reply with an affirmative response. The sooner you can get the person to say yes then sooner the conflict will de-escalate. It always works.
Avoid clichés: The worst of these being “Calm Down”. Did you ever notice how people who tell you to calm down are the ones who got you mad in the first place? Saying those words during a verbal conflict usually gets the classicretort “I AM CALM” very loudly usually with an animated hand gestures as well.
Show empathy: You need to show compassion and understanding and give the conflict your full attention. Do not make impulsive decisions. Take the time to work through the problem.
Consistency in Courtesy: The person you are dealing with first thing in the morning deserves the same level of respect, civility and patience as theindividual you are dealing with at 2 in the afternoon. They warrant the same high level of service and professionalism as the first person you spoke to. You need to maintain that position of positive brand ambassador and an excellent professional service.
There are many physical aspects of being mindful of in conflict situations. It is important always to be aware of features of conflict such as your body language, your emotions, your judgement, and your initial thoughts. Keeping these in mind is essential when trying to de-escalate a problematic situation.
Monika B. Jensen is the principal of the Aviary Group, consulting company that address workplace discord. For more information, visit www.aviarygroup.ca
More and more cities are employing “smart” technologies to improve communication with the public and reduce the burden on government services, but these technologies also open those cities to security and privacy dangers, according to a Trend Micro article released on Tuesday.
“Smart cities are redefining the way we live and work. Blending cutting edge IoT (Internet of Things) technologies with virtualization, big data, cloud and more, they represent an urgent and ongoing attempt to overcome the challenges associated with rapid urbanization,” Ed Cabrera, chief cyber security officer at Trend Micro, wrote in a blog post. “There’s just one problem. These vast, interconnected technology systems also raise serious privacy and security concerns.”
According to Martin Roesler, director of threat research for Trend Micro’s Forward Looking Threat Research team, cities are particularly threatened by future IoT attacks because they pose an attractively visible target for hackers looking for maximum impact.
The Municipal Innovators Community is excited to present the second annual MIC Conference:
September 27 & 28th in Burlington, Ontario
muniSERV is delighted to announce we have been invited to showcase our innovative site at the MIC Conference. Hope to see you there!
DAY ONE @ ROYAL BOTANICAL GARDENS
The day will kick-off with Drew Dudley, who will help you understand how everyday leadership can set the stage for a culture of innovation and creative thinking. Co-founder of Keyhubs, Vikas Narula will then reinforce the importance of influence and human connection. Finally, Jennifer Spear, President and Creative Strategist at Cleanslate Strategies, will deliver a unique workshop that will help you be a better problem solver, strategic planner and make innovation and creativity a reality in your workplace.
DAY TWO @ ART GALLERY OF BURLINGTON
Get ready to jump straight into ‘A Taste of White Space’ presented by Rick Boersma from Juice Inc. This workshop will demonstrate a cool way to capture innovation inspiration. The day continues with examples of innovative municipal programs and projects from across the country, presented by your municipal peers. Day two will wrap up with the CX Journey presented by Oracle. This is your chance to gain hands-on experience exploring this methodology and some real insight into the journey of your customers.
Municipal Pet Licensing: The Need for New Innovation
Municipal pet licence compliance is very low averaging at 10-15%. This is because most pet owners see little incentive for licensing their pet(s) other than avoiding a fine from municipal By-Law officers. In addition municipal licensing programs are outdate and not overly accessible or convenient.
With pet licensing revenue being the main funding source for animal control the decline in licensing, and the ongoing and growing need for animal control, is leaving leaving municipalities with larger animal control budget deficits year after year. This development has spurred the need for a new innovation surrounding municipal pet licensing in order to combat this trend.
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