Conflict Management & Professional Conduct

Managing conflict effectively requires both awareness and professional behaviour. The 3-stage conflict management model provides a structured way to respond safely and appropriately.

🟢 Stage 1 – Assess

Observe behaviour and identify early warning signs such as raised voices, aggressive posture, or invasion of personal space. Remain calm and do not react emotionally.

🟠 Stage 2 – Communicate

Use de-escalation techniques to calm the situation. Show empathy, speak clearly, and provide simple instructions or options.

🔴 Stage 3 – Act

If communication fails, prioritise safety. Create distance, withdraw if necessary, and seek support. Physical intervention should only be used as a last resort.

Professional Behaviour Under Pressure

Do:

• Stay calm and composed
• Speak respectfully and clearly
• Maintain a controlled tone
• Keep a safe distance

Do Not:

• Argue or provoke
• Use aggressive or threatening language
• Take insults personally
• Escalate the situation

Maintaining professionalism is essential to prevent escalation and protect both yourself and others.