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Peaceful conflict resolution

LTC Nursing Assistant Trainer, May 13, 2005

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The most common way we interact is through communication. We communicate with the words we say, the tone of voice we use, and our body language. It's very important for you to be a good communicator when dealing with coworkers, patients, and families.

Sometimes, we encounter problems when communicating with others. Some things that can go wrong when we communicate are:
 We assume we know, perhaps wrongly, what the other person means or feels.
 We become defensive.
 We don't take the time to listen and understand.

Some ways we can resolve communication problems are as follows:

• Repeat the person's words back to him or her.
  For instance, "Everyone is mean to you?" This can lead the person to explain the problem further.

• Comment on the feelings expressed.
  For instance, "You sound very angry." The person is more likely to tell you more about the problem if you appear to understand how he or she feels.

• Avoid an argument without agreeing with what has been said.
  You can say, "You may believe that, but I have seen no signs of it." The person cannot argue with you as they could if you had said, "That's not true."

• Ask for more information.
  For instance, you can ask, "Can you tell me more about that?"

• Ask for clarification.
  Ask, "Could you say that again? I don't understand."

• Include the other person in the solution.
  You might say in response to a complaint, "What do you think should be done?"

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