WIB EDI Workshops

Conflict is a part of everyday life. Conflict can be an impetus for positive change and/or it can be harmful. The workshop shared a few techniques about how to respond.

Conflict De-escalation focuses on the person(s) creating the conflict.  

Reasons Conflict Happens

• Fear
• Scarcity (Scarcity mindset)
• Individual Stress
• Communication Issues
• Bias

There is NO EXCUSE for individuals to act from a position of hate or bias.

Levels of Escalation

Key Actions:

• Patience
• Willingness to Listen
• Seeing Others Humanity

How To:

• Observe: Pay attention to others' behavior.
  • Are you the right person?
    • Can you manage your own escalation? 
    • Could your identities put you at increased risk?
    • Are your own biases affecting how you perceive the situation?
    • Can you access exits?
    • Is the person escalating b/c intoxicated or having a mental health challenge?
    • Are you with people who would have your back?

• Breathe: Ground yourself.
  • Breathe Deeply - utilize Box Breathing
  • Notice - tension location in your body
  • Ground your feet/back to something solid
  • Talk to someone you trust
  • Name your emotions

• Connect: Use language and listening to connect.
  • Build opportunity to create connection - empathy
  • Focus on the person
    • Directly ask if they would like to have a conversation
    • Validate their feelings - do not need to validate their opinions
    • Utilize non-verbal cues - soft, steady voice and maintaining eye contact (*be careful w/ body language b/c there are different cultural expectations)
  • Change the Environment
    • Offer to go somewhere else - remove from current location
    • Encourage bystanders to provide space
    • Always maintain a 6 foot distance and respect personal space
  • Show up with Care
    • Allow for silence - provide space for person to process
    • Ask clarifying and open - ended questions
    • Repeat/Reflect what the person shares

*Neurodivergent colleagues can possibly respond differently based on possibly different communication styles.

SESSION 2-- Further Practice with Conflict De-Escalation

Quick recap: The presenter led a discussion on conflict de-escalation strategies, focusing on the 5 D's, and participants were asked to choose one and explain how they would apply it in a given scenario. The discussion aimed to equip participants with skills to handle conflicts effectively and safely. The meeting also focused on strategies for addressing disrespectful behavior in a group setting, emphasizing the importance of self-checking, involving a supervisor or bystanders, and respecting everyone's opinions.

Workshop focus:

• All attendees practiced using bystander intervention and conflict de-escalation strategies in real-world situations.

Summary:

Conflict De-Escalation Strategies Discussed

The presenter led a discussion on conflict de-escalation strategies, focusing on the 5 D's: distract, delegate, document, delay, and direct. Participants were asked to choose one of these strategies and explain how they would apply it in a given scenario. The scenarios included a client becoming upset at a Food Bank due to not meeting eligibility criteria. The presenter emphasized the importance of digital safety and encouraged participants to share their chosen strategies in small groups. The discussion aimed to equip participants with skills to handle conflicts effectively and safely.

Empathy and Understanding in Conflict

In the meeting, the presenter led a discussion on conflict resolution strategies, focusing on empathy and understanding. The participants were divided into groups to discuss and share their approaches to handling a situation where a person was not qualifying for assistance at a food bank. The groups discussed the importance of listening, being empathetic, and possibly delegating to a supervisor for better resource allocation. They also considered the need for de-escalation techniques and the potential for further escalation if not handled appropriately. The conversation ended with a new scenario for further discussion, emphasizing the importance of understanding and empathy in conflict resolution.

Addressing Disrespect in Group Settings

In the meeting, attendees discussed strategies for addressing disrespectful behavior in a group setting. They emphasized the importance of self-checking to avoid escalating the situation and suggested involving a supervisor or bystanders to intervene. They also discussed the use of the "parking lot" concept to table concerns for later discussion. Attendees from break-out Room 7 and Room 6, respectively, shared their tactics for addressing the issue, including asking the person causing the disruption about their concerns and creating space for the affected person to finish their statement. The group agreed on the importance of respecting everyone's opinions and taking steps to prevent similar situations in the future. The conversation ended with the presenter offering advice on how to ensure that everyone feels heard without validating unacceptable behavior.