A Reflection

The Conflict Resolution Training provided me with an understanding of communication, along with providing an awareness of the need for the right support at the right time. As a social work student, it is important for me to be aware of how to communicate well, whether working with a colleague, service user or a multidisciplinary team. Conflict is a natural part of human life, whether at home, at the office or at a national level. Conflict resolution is a two-way process of exploring agreements and disagreements between the two parties. A conflict could be emotional, personal, political or financial. Conflict provides an understanding of individual’s or group’s ideas, beliefs and background, which helps to resolve the conflict and gain a better understanding of negotiation opportunities.

This training has enhanced my self-knowledge and understanding, that good communication is fundamental to resolving conflict. It is a two-way process with empathic listening and active listening skills being used. While talking to service users or in a conflicted situation, I need to be mindful of attending, paraphrasing, being succinct and reframing the context for the individuals to understand. I must remain calm, rational and open-minded to find common ground, while looking at the wider picture of the situation, with good humour and a desire to reduce the tension.  Acknowledgment, encouragement and praise is a part of communication. I understand that active listening is core to communication and to helping to resolve the issues, to find a better outcome and to work together as a team.

I now feel that I need to be more resilient, capable and a confident problem solver, which will help me to practice as a frontline social worker.  The training provided me with a better attitude and higher self-esteem. I must learn to separate the problem from the person and recognise their emotions. This learning is essential for me as a practitioner because I recognise that a comprehensive understanding of conflict is essential in my future practice.