Conflict is inevitable in any workplace, but it can be especially challenging for your client who is facing issues with their employer. As a social worker, you can help them find common ground and resolve the situation in a constructive way. Here are some tips to guide you through the process.
The first step is to understand the nature and the source of the conflict. Is it about performance, expectations, communication, values, or something else? Ask your client to describe the situation from their perspective and listen actively. Try to avoid making assumptions or judgments, and focus on the facts and the feelings involved. You can also help your client identify their own needs, interests, and goals in the conflict, as well as those of their employer.
Underlying interests, values, and needs are the key. You need to find an opportunity for mutual gain or mutually beneficial outcomes to start melting the ice. Without some compatibility there will not be movement.
To find common ground I think you must identify the common goal. There would be a reason why the client and employer are in a professional relationship together. I would focus on highlighting the WHY. The bigger purpose of the work that needs to be done. Once we have identified the bigger purpose and there is agreement about what that is, I would explore whether or not they have two fundamentally different ways of getting things done, handling issues and working toward change; or maybe they don't see eye to eye about the best way to reach the outcome. It could also be they are not on the same page about what the overall goal/outcome is. With that, I would create a plan on how we could work together despite these differences.
The next step is to brainstorm possible solutions that can address the problem and meet the needs of both parties. Encourage your client to think creatively and consider different perspectives. You can also help them evaluate the pros and cons of each option, and how realistic and feasible they are. You can use tools such as SWOT analysis, decision matrix, or cost-benefit analysis to facilitate this process.
The final step is to communicate with the employer and reach an agreement that is satisfactory for both sides. Help your client prepare for the negotiation by setting clear and realistic objectives, anticipating potential objections, and practicing their communication skills. You can also advise them on how to use positive language, active listening, empathy, and assertiveness during the negotiation. Remind your client to focus on the common ground and the mutual benefits, rather than the differences and the conflicts.
After the negotiation, it is important to follow up and monitor the progress of the agreement. Help your client keep track of the actions and the results, and provide feedback and support as needed. You can also help them reflect on the learning and the growth that they have achieved through the conflict resolution process. If there are any issues or changes, encourage your client to communicate with their employer and adjust the agreement accordingly.
Sometimes, the conflict may be too complex or too entrenched to be resolved by your client and their employer alone. In that case, you may need to seek external help from a third party, such as a mediator, an arbitrator, or a lawyer. These professionals can provide impartial and expert assistance to facilitate the resolution of the conflict. However, you should also be aware of the costs, the risks, and the limitations of these options, and discuss them with your client before proceeding.
The ultimate goal of conflict resolution is not to eliminate or avoid conflict, but to manage it in a way that fosters a positive and productive relationship between your client and their employer. As a social worker, you can help your client maintain this relationship by encouraging them to express appreciation, respect, and trust, and to address any issues or concerns in a timely and constructive manner. You can also help them develop their conflict resolution skills and their emotional intelligence, which can benefit them in their personal and professional lives.