1. By Saadia Maqbool & Lubna Haque
CONFLICT RESOLUTION By
Saadia Maqbool &
Lubna Haque

2. Aims & Objetives
To provide knowledge of anger, aggression and violence
How to attempt to de-escalate the situation and deal with it appropriately
How verbal and non verbal communication can be used to prevent escalation
Recognize one’s own safety and remove from potentially volatile situation.

3. Anger: Feeling or emotion.
A response to something that has happened.
Can lead to aggression.

4. Aggression: Action or behaviour.
Usually intended to hurt
Verbal or physical

5. Violence: Serious physical attacks.
May be directed at objects or people.

6. Effects of Adrenaline Increase in Heart rate
Increase in Respiration rate
Increase in muscle tension
Increase in blood sugar
Pupils dilate
Goosebumps
Increase in metabolic rate

7. Adrenaline Fight: body defends self by standing and fighting
Flight: body responding to a burst of energy
Fright: confused, unable to respond immediately.

8. De-escalation Techniques
Calming (Self Awareness)
Calming (Awareness of Others)
Reaching (Building Bridges)
Controlling the situation

9. Calming (Self Awareness)
Voice:
Steady, calm and clear
Appropriate Language
Eyes:
Regular eye contact
Position/Posture
Unconfronting
Non-threatening, relaxed
Face:
Show attentiveness, nods to signal interest.

10. Calming (Awareness of Others)
Verbal
Non-verbal

11. How we communicate. Body language
55% of meaning is in facial expression and body language.
Tone
38% of meaning is in the way the words are said.
Words
7% of meaning is in the words that are spoken.
(source:Mehrabian A. (1971) Silent messages)

12. Calming (awareness of others)
1. Make sure they know you are listening
Listen for feelings, concerns, intentions.
2. Resist arguments
3. Be Yourself
4. Watch for:
Relaxation of facial muscles
Steadier breathing
Change in tone of voice/posture

13. Cultural awareness.
Some people will not make eye contact when talking.
Some people will not shake hands as touching is not accepted.
Invading someone's personal space is accepted and common practice in some cultures.
Some females may not even communicate without a chaperone or a husband present.

14. Building Bridges Make a gift of: Sit down A drink Don’t patronise
Ask questions you need to ask
Ensure they know the reason why
Let them ask you questions-only answer if you are sure of the answers.
Use simple, straightforward language

15. Controlling the Situations
Be realistic
No false promises
What is achievable and what is not
Be Honest
Take each issue separately
Offer alternatives
Do not blame
Do not hurry

16. When communication fails!
When dealing with other people, we must be continually alert to what is going on around us. A situation can change very rapidly. A simple strategy for coping with conflict situations includes the following actions:
Be aware
Assess
Be alert; constantly observe what is going on around you.
Acknowledge that situations can change rapidly and will call for regular assessment.
Plan
Prepare for unforeseen circumstances.

17. Warning and danger signs.
When a person is getting angry and they feel they need to exert their presence verbally, they will present with
WARNING SIGNS
If you can recognise these, you may be able to prevent the onset of
DANGER SIGNS
These are the bodies natural reaction in preparation for physical violence.

18. Warning Signs Prolonged eye contact Facial Colour Darkens Head Back
Standing Tall
Large Movements
Breathing accelerates
Ground kicking

19. Danger Signs Fist clenching Facial colour pales Head drops Body lowers
Lips tighten over teeth
Hands come above waist

20. Fight or Flight
Flight should be your preferred option, and is the safer. Never stay in a situation in which you feel uncomfortable: remember, even if your job role means that you work with a ‘duty of care’, this duty of care starts with you.

21. If fight is your only option:
Be aware of your limitations and legal requirements.
Attempting/achieving three aims would fulfil the requirements of law:
Temporise
Disengage
Some physical withdrawal

22. PLAN
P = Proportionate – am I using the right level of force? (Don’t use a sledgehammer to crack a nut)
L = Legal – am I covered by law to do what I’m doing?
A =Accountable – am I accountable for my actions? Can I justify what I did, how I did it and why?
N =Necessary – was the action taken necessary?

23. Law
In Common law it is the person’s right to defend themselves from attacks and to act as a defence to others and prevent a crime.
Section 3, Criminal Law Act 1967
A person may use force as is REASONABLE in the circumstances in the prevention of crime, or in effecting or assisting in the lawful arrest of offenders or suspected offenders or persons unlawfully at large’.

24. Thanks!!!