This page is designed to answer the following questions:
- 1.4d Demonstrate how and when to access support and advice about partnership working and resolving conflicts (Care Certificate, Standard 1: Understand your role)
- 3.4 Access support and advice about: partnership working, resolving conflicts (Level 2 Diploma in Care, Responsibilities of a care worker)
- 3.4 Access support and advice about: partnership working, resolving conflicts (Level 3 Diploma in Care, Responsibilities of a care worker)
There will be times when partners disagree about things. This could be between agencies or between the support provider and the individual that they are supporting. When this happens it is important that you know how access support and advice about resolving these conflicts swiftly to avoid detriment to the service you provide.
The first port of call will be your manager or senior staff that may have the knowledge and experience to offer guidance.
Example questions and answers
Demonstrate How and When to Access Support About Partnership Working
If you feel that your knowledge is limited with regards partnership working or you are finding working with a particular partner difficult, you should seek advice from your manager or a senior member of staff. Colleagues with relevant experience can also be an invaluable source of information. You can also seek advice from other individuals and agencies.
Demonstrate How and When to Access Support About Resolving Conflicts
As a health and care worker, you may often be required to help with conflict resolution, so it is important that you are able to identify skills and approaches need for resolving conflicts and be able to find and utilise additional help and support if required.
When getting involved in a conflict, it is important to understand that all parties may initially be in a high emotional state, which makes them less likely to approach the issues in a logical fashion. You should give everyone a chance to explain how they are feeling from their perspective. This means listening intently to what they have to say, giving them respect and showing empathy and understanding. Everyone should be treated fairly and equitably as if an individual feels as though they are being ‘ganged up on’ they will be far less open to compromise later.
When everybody has had the opportunity to say their piece (and hopefully cooled down a little) it is time to negotiate and find out what (if any) compromises people are willing to make. It may be necessary to make it clear to all that there may be no hope of resolution if everybody is not willing to compromise a little and then nobody will get what they want.
Having drafted a potential resolution, it is essential to ensure that there is clarity and transparency and that everybody is happy. Active listening is important to make sure that everybody understands what will happen moving forward so that there are no misunderstandings that could lead to more issues in the future. Documenting the resolution and getting each party to sign it is recommended.
If nobody is willing to compromise or no resolution can be found, then you may need to obtain additional support.
Contacting a senior member of staff or your line manager for guidance will probably be your first port of call. Third-party professionals can also be useful, such as trained mediators. If all or some of the facts about the issue are unknown, it may be necessary to contact other professionals for advice. This could be a social worker or community nurse, for example.
If there is a degree of aggression in the conflict, it may be necessary to contact the police for assistance.