Conflict Resolution Skills
- Name common sources of conflict and how a CHW can address them.
- Distinguish between destructive and constructive conflict.
- Outline the 5 personal conflict styles and when to use each.
- Recall the 4-step framework for resolving conflicts.
- Describe techniques for de-escalating volatile situations and responding to anger.
Rethinking conflict
Everyone has experienced conflict — in professional and personal life. As a CHW, you'll encounter situations where conflict is unavoidable. But with the right knowledge and tools, you can manage it effectively — even turn it into an opportunity for positive change.
In an ideal world, everyone would get along. The reality: disagreements are inevitable. Different personalities, opinions, or values clash. Misunderstandings happen. Feelings get hurt. The absence of conflict doesn't determine your professional success — your ability to work through it constructively does.
Destructive vs. constructive conflict
Conflict is destructive when it escalates into hostility — parties get stuck in their differences and adopt an 'either-or' mindset. It's constructive when individuals engage in open, respectful conversation to understand different perspectives and find solutions that benefit all parties.
Ways conflict can be destructive
Click a card to flip · ← → to navigate
Ways conflict can be constructive
Click a card to flip · ← → to navigate
Common sources of conflict
Working with people you don't like
Your coworker, client, or manager may drive you nuts — even if they've done nothing wrong. You can't change who they are. You can change how you respond.
What's your natural reaction to conflict?
Think about your last argument. Did you withdraw or shut down? Get confrontational and try to win? Just agree to keep the peace? Negotiate to meet in the middle? Or discuss both sides and reach a new understanding?
Most people deal with conflict in one of five ways: avoid, accommodate, compete, bargain, or collaborate. Understanding your default helps you choose the most effective approach for each situation.
What's your default response when conflict shows up?
Has that worked for you, or has it created problems?
Five approaches to conflict
Avoid
Shut down, ignore the problem, refuse to talk about it. Withhold feelings and ideas. **Use when**: the issue is trivial or inconsequential, confrontation won't lead to practical solutions, it's not the right time or place, or the other party is hostile or aggressive. **Avoid when**: problems need to be resolved, resentment may linger, or confrontation may improve the situation.
A patient's safety is at immediate risk and a decision must be made right now, with no time to discuss alternatives. Which conflict style is most appropriate?
The 4-step framework for difficult conversations
Difficult conversations are opportunities to work through issues, foster self-awareness, and make positive change. People avoid them because they're unsure how others will react. This framework gives you structure.
Guide to resolving conflict
Make a Plan
- ✦Identify the issue in factual terms, not personal interpretation.
- ✦Define your goals — what does resolution look like? Will criticizing the other person help you get there?
- ✦Anticipate how the other party might react; practice your response to best-case and worst-case scenarios.
Issue: "During our interactions, I've noticed you frequently interrupt me when I provide updates on our patients. This affects our ability to collaborate effectively." Goal: "Improve our patient-update communication so we both feel heard."
When things get heated
Conflict resolution discussions don't always go smoothly. Have a prearranged plan for when conversations become unproductive or unsafe. Slow down communication, stay calm, and be mindful of your tone and demeanor. If you can't communicate professionally, disengage — a break lets everyone cool down and models healthy behavior.
If de-escalation fails and safety concerns persist, leave or calmly ask the other party to leave. Debrief with a coworker or supervisor afterward.
De-escalation tactics
Click a card to flip · ← → to navigate
Responding to anger
CHWs sometimes face angry statements from patients under significant stress. Handle them calmly and professionally. Focus on de-escalation, not personal reaction.
Is responding to anger with empathy easy or difficult for you?
What personal qualities are necessary to respond with empathy?
What strategies can you consider to help you respond with empathy?
Apply what you've learned: Sarah & the patient care disagreement
You're a new CHW in a healthcare organization. There's been a conflict between you and your colleague Sarah over how to handle a patient. Sarah favors a direct-action approach and thinks your collaborative approach takes too long. The conflict is at a standoff. Your supervisor, Donna, will ask questions to help you navigate.
🌟 Lesson takeaways
Conflict is inevitable in CHW work — with patients, providers, and colleagues. Successful resolution requires identifying the cause, understanding the personal conflict styles of others involved, and adjusting your own approach. The 5 styles (avoid, accommodate, compete, bargain, collaborate) each have a time and place. The 4-step framework (make a plan, create a safe environment, discuss the issue, wrap up) gives structure. De-escalation tactics keep things safe. There's no single right approach — but knowing the toolkit lets you choose intentionally.
Great work! At the end of this module, you'll join a live discussion with your cohort and an instructor to practice these skills together. We'll see you there.