In this course we take a close look at the behaviours that are common in client/staff conflict. Those behaviours are universal to all.
Raising your awareness of those behaviours will help you to control:
- Your own reactions
- The reactions of the client
- The overall anger in the conversation, making it easier to resolve
When a situation moves from a conversation or discussion to a conflict, the goals of the participants tend to change.
Please reflect for a moment on this question.
What is one person trying to do to another when they are engaged in this behaviour?
- A parent shouting at a teenager to clean their room.
- A car driver in a car park shouting at another car driver to move their car.
- A claimant getting angry because they have been turned down by the council.
Tip: The goal is obviously to move the other person to do something but in one word, how would you describe the behaviour they are using to achieve that?