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Conflict Management Training: A Glossary

Steps-Training Ltd specialise in the prevention and de-escalation of conflict in the work place. But with all the complicated terminology that can be involved, we thought we’d help clear things up! Read the glossary below for a summary of terms and phrases most commonly adopted by industry professionals.

Boundary Drawn in SandBOUNDARY – ‘A SYMBOLIC AND DEFINITIVE LINE WHICH MARKS THE DIVISION BETWEEN WHAT IS APPROPRIATE AND WHAT IS NOT ACCEPTABLE’

Boundaries need to be both carefully understood and considered, particularly in the workplace. Misunderstanding boundaries, commonly known as ‘overstepping the mark’ can cause problems between employers, employees, colleagues and clients.

COMMUNICATION – ‘THE CONVEYING OF THOUGHTS AND EMOTIONS.’

Learning to successfully convey and share thoughts and emotions could drastically improve an uncomfortable situation. Various forms of communication include speech, letters, emails, phonecalls and statements.

CONFLICT – ‘A DISAGREEMENT OR ARGUMENT BETWEEN TWO OR MORE PEOPLE.’

A conflict occurs when people experience a difference of opinion. Conflict can be easily resolved with the appropriate knowledge, skills and attitude. Inner-conflict can refer to a singular person experiencing opposing feelings or needs, which could lead to confusion, vulnerability, and eventual disagreements with others.

DEMENTIA – ‘A DISORDER OF THE MENTAL PROCESSES CAUSED BY BRAIN DISEASE AND MARKED BY MEMORY DISORDERS, PERSONALITY CHANGES, AND IMPAIRED REASONING.’Unknown

Many of our clients care for individuals living with dementia. Sufferers can experience confusion, upset and irrational anger. The right amount of empathy/sympathy and compassion combined with expert technique, allow carers to confidently and consistently support individuals with a person-centred approach.

MOTIVATION – ‘A DESIRE OR WILLINGNESS TO DO SOMETHING, SUCH AS TO CHANGE BEHAVIOUR.’

It takes motivation for individuals to achieve their goals. For example, persons suffering from drug or alcohol dependency need motivation to tackle their addictions and accept a new perspective. Persons suffering from depression may need a huge amount of motivation for everyday tasks.

RISK – ‘EXPOSURE TO DANGER, THREAT, OR A DANGEROUS SITUATION.’

At Steps-Training, we work closely with organisations providing training to staff to help them to recognise (dynamic assessment) when a person or situation should be regarded as a likely threat, and how to react under these circumstances.

VULNERABILITY – ‘PEOPLE EXPOSED TO THE POSSIBILITY OF BEING PHYSICALLY OR EMOTIONALLY HARMED.’

Understanding and empathising with vulnerable individuals is vital to conflict management – seek first to understand. Vulnerability could be obvious, such as when a person is living with a physical disability, or subtle, such as when a person is suffering from a mental illness, or undergoing inner-conflict.

NEGOTIATION – ‘A DISCUSSION AIMED AT REACHING AN AGREEMENT.’

Negotiating involves two or more parties coming to an agreement (win/win) regarding their disputes, or personal issues, thus resolving conflict.

MEDIATION – ‘EXTERNAL INTERVENTION, USUALLY IN A DISPUTE.’

Mediation describes negotiation insinuated by an unbiased source. A third party is able to intervene in an argument, assisting participants to each consider the other’s point of view. A well-known form of mediation is motivational-interviewing, which supports individuals to work through their issues.

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