How do you manage conflicts among peer support workers?

1 Understand the sources of conflict

Conflicts can stem from different factors, such as role ambiguity, personality clashes, power dynamics, ethical dilemmas, or communication breakdowns. To manage conflicts effectively, you need to identify the root causes and the interests of the parties involved. Ask yourself: What are the main issues? How do they affect the work and the relationships? What are the needs and expectations of each person?

2 Use respectful communication skills

Communication is key to resolving conflicts and preventing escalation. Use respectful communication skills, such as active listening, paraphrasing, reflecting, and summarizing, to show that you understand and acknowledge the other person's perspective. Avoid blaming, criticizing, or interrupting, and use "I" statements to express your feelings and needs. For example, instead of saying "You are always late and unprofessional", say "I feel frustrated when you don't show up on time, because it affects our schedule and our clients".

3 Seek support and guidance

Sometimes, conflicts are too complex or sensitive to handle on your own. In that case, you may need to seek support and guidance from someone who can help you resolve the situation. This could be a supervisor, a mentor, a mediator, or a peer support specialist. Choose someone who is trustworthy, impartial, and experienced in dealing with conflicts. Explain the situation and ask for their advice or intervention. Be open to feedback and suggestions, and follow the policies and procedures of your organization.

4 Focus on solutions and common goals

The goal of conflict management is not to win or lose, but to find a mutually acceptable solution that preserves the working relationship and the quality of service. Focus on solutions and common goals, rather than on positions and differences. Brainstorm ideas and options that can address the needs and interests of both parties. Evaluate the pros and cons of each option, and negotiate a fair and realistic agreement. Be flexible and willing to compromise, but also assertive and respectful of your boundaries.

5 Learn from the experience

Conflicts are inevitable and can be stressful, but they can also be opportunities for learning and growth. Learn from the experience and reflect on what you did well and what you could improve. Identify the lessons and skills that you gained from the conflict, and apply them to your future work. Also, appreciate the positive aspects of the conflict, such as increased understanding, trust, or collaboration. Recognize and celebrate your achievements and efforts in managing the conflict.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?