Managing Conflict in a care home

Working in a care home can be an incredibly rewarding and enriching experience. Many people choose to work in care home setting because they care and want to make a difference in the lives of people in care. They are brilliant individuals who boosts peoples lives on the daily.

Within these types of settings, however, conflict is inevitable. Conflict often happens because of different beliefs, values, perceptions, or expectations but you can prepare for these situations and there are many ways you can deal with conflict within a care home setting.

The importance of listening

  • Not listening to an individual or not being listened is something which can easily cause conflict situations. Not listening to someone is viewed as rude and disrespectful and con often leave people upset or angry. Make sure that everyone has the chance to be listened too.
  • When conflict arises people often can become so focused on getting their point across that they stop listening to the other person’s side. This is a dangerous cycle. When nobody is listening to the other party it cause more anger and upset.

What can I do to help?

  • Listen. In most circumstances all that needs to be done is for all parties to be listened too. Once  an individual who is becoming angry is listened to they begin to calm down as they feel like their voice is being heard and that their concerns are being taken seriously.

Problem solving

This is an important part of a social carer’s role but it is extremely important when conflict arises.

By having good problem solving skills you can:

  • Avert situations from escalating
  • Deal with the situation the right way and look at all the factors that are contributing to the conflict.

Create a solution

Creating a solution is key. Giving both parties what they need will prevent many levels of conflict. Work with the individuals by:

  • Both taking time to look at what the best outcome would be. Both parties have to weigh up the pros and cons in the situation.
  • When looking at the pros and cons both parties will more than likely prefer the odds to be in their favour, regardless of the impact that it may have on the other party.
  • If this occurs compromisation will have to happen and both parties will have to negotiate to make sure that both parties are happy with the plan.

Proper documentation

It is essential for all of this to be recorded with accurate information about conflicts, complaints and their outcome is important as it lets the process remain fair.

  • If the conflict occurs again later on down the line, it will show that you have tried to follow the solution that was created before and that you have followed the correct process and that the right action will be taken without an increase in risk.
  • This will also show the areas in the workplace that need to be worked on and to highlight the procedures that need training.

Here at MTC we offer a Positive Conflict Management course, that will help you and your staff if conflict ever arises in the workplace.

For more information please click the link here or call us on 02476 714 873.

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