“WE DO NOT ALLOW ANY EXCUSE FOR DISRESPECT” Becoming a LEARNER in diffusing conflict situations These easy steps really help you effectively examine the ways in which you can deal with a conflict situation or problem that a person may bring your way. This sort of model can be used in many situations where differences of views or opinions may be represented, including in class­
room discussions, group projects or even in the workplace. This model has been adapted from the Health Care sector. Listen: It’s important to listen to your peer’s perception of the problem. When listening, you need to ensure that you are actively listening to what is said, which means genuinely listening without prejudice and doing so without the intention to immediately retaliate to what you hear. As well, consider the nonverbal cues that you may be receiving as these can play an important role when interpreting a message. Sometimes the most important messages are those which are not verbally communicated. For more assistance in learning about actively listening, refer to the “Helpful tools on actively listening in conversations” E‐
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Explain: Explain your perception of the Negotiate: Negotiate the final solution problem, and refer back to what they have said. This may involve paraphrasing the problem to ensure you have a full understanding of the situation at hand. Feel free to elaborate in more detail if you feel there are nonverbal messages being delivered that are important to address. However, don’t assume anything nonverbal as a fact either. Ask questions. and ensure that both sides agree to the solution and find that it is fair for both. This may involve adjusting the recommended solution a few times and compromising some of your own perspectives in order to reach a solution. A successful solution is a solution where both parties are in agreement. Acknowledge and discuss differences and similarities between what the person feels about a situation or topic, and what your perspective may be. It is important to acknowledge and reinforce items that you may agree with, as this can help in showing that you have genuinely heard their perspective and that you care. Evaluating the situation involves looking at how you handled the situation afterwards How do you feel you handled it? Did you feel you listened to everything the other person delivered? How happy are you with the solution? Was there anything you may have done differently? Suggest a few ideas you may have to remedy the situation. Encourage them to also share their perspective on how a solution may be met and what they can also do to take a more proactive approach to solve the issue. When you include them in the solution, you are more apt to have them feel more committed to following through with it. except reflection now involves what you feel you may do differently in the future with your interactions with others. If you feel the situation was well‐handled, it’s also an awesome chance to give yourself a “pat on the back”! Way to go! Acknowledge: Recommend: Recommend a solution. Evaluate: Reflect: Very similar to evaluation, Always walk through life as if you have something new to learn and you will. ~Vernon Howard
Helpful References: Kathryn Brillinger, Professor, Conestoga College Berlin and Fowkes, 1995 Medical Cultural Competency Model Visit Respect Online
www.conestogac.on.ca/respect