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- We help throughout Denmark, EU & North America
There has been a significant change in the public's attitude towards rules and authority. Where previously people's attitudes were characterized by respect, today the picture is dominated by skepticism and resistance. Over 80 % of the population is now described as 'anti-authoritarian', meaning that rules and frameworks must be perceived as meaningful and relevant for citizens to comply with them. The level of conflict is therefore generally expected to increase - unless this development is taken into account and authority figures adapt their way of approaching citizens.
Specifically, there are requirements for employees to be in direct contact with citizens. This is especially true in situations where employees are tasked with ensuring compliance with rules and frameworks, or where the employee, as part of the task, comes across the citizen's needs. Employees must be equipped to understand citizens' new anti-authoritarian approach in order to use effective and efficient methods and tools.
The hierarchically oriented citizen type that accepts authority is still present, but few in number - especially in larger cities where 'anti-authoritarian' thinking is particularly prevalent. This, combined with a generally greater readiness for conflict among the general public, means that the number of threats, conflict situations and complaints is increasing year on year.
The role of the frontline worker, which for many involves enforcing rules and navigating among citizens, has become difficult and tiring in the long run.
It is crucial to ensure a good and professional service to the citizens, while protecting employees from unnecessary psychological strain, decay and attrition. This requires not only tools to prevent and handle specific conflict situations, but also tools that help the individual employee regulate themselves. It requires a dedicated focus on developing the right approach and role understanding', de-escalating nonverbal signaling and effective evidence-based Verbal conversation management.
Evidence-based communication
It is essential that tools, methods and knowledge are based on evidence. This applies, for example, to how the brain and nervous system function and influence before and during a conflict situation. In this way, the employee can get effective tools, tips and tricks to both handle themselves and be the most professional version of themselves in the situation and to influence and handle the citizen constructively and de-escalate.
The evidence-based conflict language used in this course is based on "green and red brain buttons" - partly to understand what the inappropriate reactions may be due to and partly to understand how to correctly handle the citizen, namely by intentionally pressing the "green brain buttons".
The analogy of the red and green brain buttons, combined with the two types of citizens (the hierarchical and the anti-authoritarian) creates a simple but solid and precise common language that is easy to remember and concrete to apply.
This common established language is used for collegial communication and behavior, creating better conditions for feedback and constructive resolution of collegial challenges and conflicts.
A simple and clear procedure for conflict prevention and management
Communication and behavior in conflict situations should not be characterized by automated patterns or autopilot, but instead require effective tools and procedures. Therefore, having a simple and clear procedure that is easy to remember and easy to refresh can be a useful tool.
The procedure is broadly divided into three phases including: Just before, during and just after - each of which includes the following elements:
We tailor the form and communication to your conflict management needs
When we share our knowledge, we focus on making the form, content and case examples relevant and closely related to the specific challenges you face.
The format of the training is adapted to the participants' skill level and learning culture, including the way we work with your cases, so that everyone feels comfortable and engaged, while the training is challenging enough to open up new, constructive perspectives.
We include the participants' own perspectives, experiences and lessons learned, which allows for concrete feedback and sparring based on necessary tools and methods.
In this way, we ensure that the employee group experiences relevance and high transferability from the course.
Target group:
The conflict management course is aimed at employees, managers and members of the safety organization/LMU/HMU in frontline organizations where the focus is on avoiding the unnecessary conflicts and handling the conflicts that cannot or should not be avoided in an evidence-based, pedagogically constructive and safe way.
Our approach and experience is that conflict can be used to create an even better starting point for collaboration, well-being, development and change.
