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Bruce Williams draws on concepts and strategies, delivered as facilitator of ACSA’s Leadership Development Program, [rated 4.5 stars by 2021 participants] and further explores how conflict and disputes can be managed to resolution. This program equips front line workers – employees and volunteers – with a thorough understanding of conflict dynamics to increase confidence to apply practical strategies and tools to manage disputes and navigate conflict to peaceful resolution. Blending relevant theory, simple to apply strategies and real-world examples, the program will enable frontline care workers to reduce stress, resolve conflict, and communicate with confidence and clarity.  

This program will enable participants:

• To better understand the conflict dynamics that operate between parties
• Be able to proactively address disputes and provide effective feedback including performance conversations.
• To apply self-care strategies and maintain personal wellbeing in times of stress.

Module 1: Conflict Dynamics – 23rd March 2022

A thorough understanding of conflict dynamics allows people to choose wisely the best strategy and to walk confidently through appropriate steps to resolution. It enables those involved to navigate with grace and skill the tensions and misunderstandings that are often unavoidable in care-giving services. Especially those where consideration must also be given to broader social and emotional impacts on families and support networks. This module unpacks the common elements of conflict, causes and contexts, why and how it occurs, and simple ways to the moment as an opportunity for relationship building.  

You will walk away with practical tips and tools that enable you to:

• Understand why conflict is a good problem to have
• Discern more easily the common types and causes for conflict
• Recognise and respond effectively to various conflict engagement styles
• Differentiate between levels and phases of conflict or disputes
• Consider unconscious bias and CALD needs
• Choose the most effective management approach
• Be more comfortable with uncomfortable conversations
• Improve assertiveness and navigate challenging issues with confidence
• Embrace productive tension with a growth mindset
• Avoid escalation and respond to aggressive or inappropriate behaviour
• Approach conflict as an opportunity for improved clarity, alignment and service quality

Module 2: Confident Communication – 30th March 2022

A deeper understanding of conflict dynamics enables people to have more confident conversations. They use open, genuine dialogue to build trust and are able to stay curious, calm and courageous under pressure. This module introduces simple strategies for self-awareness and self-management as well as a number of easy to use, solution-focussed, conversation frames. You’ll learn how to use active listening, body language and silence to create space for better understanding and shared perspective. And you’ll discover simple tips to help you confidently handle complaints, disputes, feedback and negotiations.  

You will walk away with practical tips and tools that enable you to:

• Confront complex issues with confidence and skill
• Maintain psychological safety and open up space for important conversations
• Enrich relationships through honest, respectful discussion
• Use a simple 4-setp framework for feedback conversations
• Know when to course-correct, when to coach and when to cheer people on
• Reduce stress and stay calm under pressure
• Use empathy and curiosity to adapt and find new solutions
• Use creativity and humour to maintain perspective, flexibility and wellbeing
• Use simple negotiation skills to convert conflict into positive communication

Target Audience: The program is designed for the Aged Services workforce who have direct contact with recipients of care and/or their families. It is ideal for front line workers, middle managers, new managers, complaints coordinators, volunteer coordinators, etc., who are seeking to refresh their understanding of contemporary approaches to dispute and conflict management.        

Disclaimer: CHSP Ticket price subsided by SA and NSW Sector Support and Development (SSD) funded by the Australian Department of Health. Although funding for this session has been provided by the Australian Government, the material contained herein does not necessarily represent the views or policies of the Australian Government.