Managing conflict

During your volunteering with us it is important that you feel confident in managing conflict, should you find yourself in a situation that requires it.

You may also want to read our Managing Boundaries guide as this will help you to avoid a conflict situation from occurring.

We also want to reassure you that conflict situations will be very rare but having some guidance in place to support you will help you to navigate this confidently. Here are some ways to do this effectively:

Stay calm and composed

Take a deep breath: Before responding, take a moment to calm yourself especially if you feel yourself becoming angry.
Maintain a neutral tone: Speak calmly and avoid raising your voice, this will help to deescalate the situation.
Focus on the issue, not the person: Address the problem without blaming individuals. Talk about the issue when trying to resolve it without making it about the person and avoid being defensive.

Listen actively

Give full attention: Show that you are listening by nodding and maintaining eye contact or indicating verbally over the telephone such as “I see”, “yes I hear what you're saying”, “thank you for sharing.”
Acknowledge feelings: Validate the emotions of those involved by saying things like, "I am aware you're upset." You can read more about active listening and positive communication in the Skills Bank.

Understand the issue

Ask open-ended questions: Encourage people to share their perspectives by asking questions like, "Please tell me more about what happened?" Or “Please tell me why this has upset you?”
Clarify points: Repeat back what you’ve heard to ensure understanding, e.g., "So, you're saying that...". Getting clarification of the issue can sometimes help you to resolve it more easily as it may simply have been a misunderstanding.

Find common ground

Identify shared goals: Focus on what both parties agree on, “We’d both like to get this sorted as soon as possible, how can we do that?”
Encourage collaboration: Suggest ways to work together to find a solution or you can ask “What would resolve this situation for you?”. Recognise that you may not be able to fix it, but by managing conflict to deescalate you'll not be the one making the situation worse.
Evaluate and agree options: Discuss the pros and cons of each solution suggested, if something is suggested that isn’t possible it’s good to explore a compromise. Confirm the solution that has been agreed so both parties are clear on what will happen next.

Know when to seek help

Recognise limits: If the conflict cannot be resolved, let the person know you will seek help. You can call the support team on 0808 196 3382.
Ensure safety: If the situation becomes unsafe, prioritise the safety of everyone involved including yourself. This may mean you have to tell the person you will be ending the call/ leaving and that you will follow up with the support team, you can suggest that they do the same. Supported people can contact our support team on 0808 196 3646.
Signpost: If your identity as a volunteer responder is being challenged, asking how you came to be contacting them, or accusing you of being a scam - and it's not been possible to gain their understanding then sensitively explain 'I'm sorry that you weren't expecting contact from me. I will hang up/leave so you can contact our Referral Line on 0808 196 3646 to ask more about the NHS and Care Volunteer Responder programme. Would you like me to repeat that number?'

By following these steps, volunteers can effectively manage conflicts and contribute to a positive and collaborative experience for everyone involved.