Recruiting, Selecting, and Retaining Direct Service Workers to Provide Self-Directed HCBS

Conflict and Emotions

1. Listen

Loading audio
A person standing with one hand on their hip and one hand on their forehead. They are feeling stressed.

2. Read

Conflicts can make us feel angry or anxious.  Take a minute to feel calmer before trying to solve a conflict.

  • Consider having a neutral third party assist with the conversation.  It can help to have someone who is not involved in the conflict keep the conversation calm.
  • It is okay to ask for a minute to give yourself time to think and to come up with a response.
  • If you need time to manage your stress and to calm down, ask for some time before you try to resolve the conflict.
  • Make one point at a time and provide an example. Listen to the other person’s response before moving on.
  • Body language is important when you have a conflict. Try to keep your body language open and relaxed.  For example, keep your arms at your side rather than crossing them in front of you.
  • Speak clearly in even tones.
  • Be willing to compromise on things that are not critical.
  • Practice being assertive – express your wants and needs clearly.
  • Express negative feelings in a positive way. It is okay to be angry, but also it is important to be respectful. For example, remember to use the "I-statements" described in Lesson 5.2, Resolving Conflicts- Identifying the Problem.