Handling Conflict During an Animal Health Emergency
Handling Conflict
During an
Animal Health Emergency
Conflict Situations
●
Angry
●
Fearful
●
Distraught
●
Different backgrounds, values, beliefs
●
Anti-government or anti-authority
●
Non-cooperative
●
Belligerent
●
Threatening
Just In Time Training
Handling Conflict
Before a Site Visit
●
Learn about the owner
–
What is the nature of the person?
–
What is their expected behavior?
–
Is there a real or perceived threat?
–
Are there any
generation or
cultural issues?
Just In Time Training
Handling Conflict
Before a Site Visit
●
Tap into local
knowledge/acquaintances
–
Friend or neighbor
–
Local veterinarian, industry rep
–
Community leader
●
Consider having the acquaintance to
come along if it will help diffuse the
situation
Just In Time Training
Handling Conflict
Heading to the Site
●
Avoid going alone
–
Travel in teams or with a partner
–
Call-in schedule
●
Carry a cell phone at all times
Just In Time Training
Handling Conflict
Upon Arrival
●
Professional and respectful
–
Introduce/identify yourself
–
Establish trust
●
Explain purpose of visit
–
Why you are there
–
Explain necessity of visit
–
Provide background of the situation
●
Express empathy for situation
–
The situation is hard for owner
●
Express goal to work cooperatively
Just In Time Training
Handling Conflict
During the Visit
●
Conflict often due to
misunderstanding
●
Listen and address
owners concerns
and questions
–
Listen without interrupting
–
Have a clear understanding
of the concern
Just In Time Training
Handling Conflict
During the Visit
●
Do not blame, judge or accuse
●
Focus on issue and goal of action
●
Be aware of nonverbal
communication
–
Posture, facial expressions, eye contact,
hand gestures
Just In Time Training
Handling Conflict
During the Visit
●
Be aware of your surroundings
at all times
–
Conflict situations can escalate quickly;
often without warning
●
Watch for any security or safety
concerns
–
Personal safety is always a first priority
●
Watch for changes in behavior,
language or posture
Just In Time Training
Handling Conflict
If You Are Threatened
●
Remain calm
●
Leave immediately
●
Do not elevate the situation or put
your safety at risk
●
Contact your supervisor immediately
●
Some situations may require law
enforcement
Just In Time Training
Handling Conflict
Following an Incident
●
Document the
situation
●
Provide detailed
information
●
Forward the
information to your
supervisor
Just In Time Training
Handling Conflict
Strategies for Communication
●
Focus on the issue
●
Accept/respect opinions may differ
●
Don’t force compliance
●
Work to develop common agreement
●
If not possible, discuss situation with
supervisor
●
Formal training prior to the response
Just In Time Training
Handling Conflict
Resources
●
Effective Communication
https://training.fema.gov/emiweb/downloads/is242.pdf
●
Conflict Resolution Skills
http://www.edcc.edu/counseling/documents/Conflict.pdf
●
Conflict Resolution
http://www.wfm.noaa.gov/workplace/ConflictResolution_Handout
_3.pdf
Just In Time Training
Handling Conflict
Acknowledgments
Development of this presentation was by the
Center for Food Security and Public Health at
Iowa State University through funding from the
Multi-State Partnership for Security in Agriculture
Authors: Glenda Dvorak, DVM, MPH,
DACVPM; Logan Kilburn
June 2016
During an animal health emergency response, interactions with animal owners, the media and the public will occur. Some of these situations may result in tension or conflict. This Just-In-Time training presentation will overview ways to handle and possibly avoid conflict situations during an animal health emergency.
When faced with conflict situations during an animal health emergency, understanding different backgrounds, values, and beliefs is crucial. Just-in-time training on conflict resolution can help deal with angry, fearful, or non-cooperative individuals. Before a site visit, learning about the owner, tapping into local knowledge, and traveling in teams can aid in diffusing potential conflicts. Upon arrival, establishing trust, explaining the purpose of the visit, and expressing empathy can set a cooperative tone. During the visit, listening without interruption, focusing on the issue at hand, and being mindful of nonverbal communication can help in resolving conflicts effectively.
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Presentation Transcript
Handling Conflict During an Animal Health Emergency
Conflict Situations Angry Fearful Distraught Different backgrounds, values, beliefs Anti-government or anti-authority Non-cooperative Belligerent Threatening Handling Conflict Just In Time Training
Before a Site Visit Learn about the owner What is the nature of the person? What is their expected behavior? Is there a real or perceived threat? Are there any generation or cultural issues? Handling Conflict Just In Time Training
Before a Site Visit Tap into local knowledge/acquaintances Friend or neighbor Local veterinarian, industry rep Community leader Consider having the acquaintance to come along if it will help diffuse the situation Handling Conflict Just In Time Training
Heading to the Site Avoid going alone Travel in teams or with a partner Call-in schedule Carry a cell phone at all times Handling Conflict Just In Time Training
Upon Arrival Professional and respectful Introduce/identify yourself Establish trust Explain purpose of visit Why you are there Explain necessity of visit Provide background of the situation Express empathy for situation The situation is hard for owner Express goal to work cooperatively Handling Conflict Just In Time Training
During the Visit Conflict often due to misunderstanding Listen and address owners concerns and questions Listen without interrupting Have a clear understanding of the concern Handling Conflict Just In Time Training
During the Visit Do not blame, judge or accuse Focus on issue and goal of action Be aware of nonverbal communication Posture, facial expressions, eye contact, hand gestures Handling Conflict Just In Time Training
During the Visit Be aware of your surroundings at all times Conflict situations can escalate quickly; often without warning Watch for any security or safety concerns Personal safety is always a first priority Watch for changes in behavior, language or posture Handling Conflict Just In Time Training
If You Are Threatened Remain calm Leave immediately Do not elevate the situation or put your safety at risk Contact your supervisor immediately Some situations may require law enforcement Handling Conflict Just In Time Training
Following an Incident Document the situation Provide detailed information Forward the information to your supervisor Handling Conflict Just In Time Training
Strategies for Communication Focus on the issue Accept/respect opinions may differ Don t force compliance Work to develop common agreement If not possible, discuss situation with supervisor Formal training prior to the response Handling Conflict Just In Time Training
Resources Effective Communication https://training.fema.gov/emiweb/downloads/is242.pdf Conflict Resolution Skills http://www.edcc.edu/counseling/documents/Conflict.pdf Conflict Resolution http://www.wfm.noaa.gov/workplace/ConflictResolution_Handout _3.pdf Handling Conflict Just In Time Training
Acknowledgments Development of this presentation was by the Center for Food Security and Public Health at Iowa State University through funding from the Multi-State Partnership for Security in Agriculture Authors: Glenda Dvorak, DVM, MPH, DACVPM; Logan Kilburn
