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Resolving Conflict 3.3

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3.3: identify skills and approaches needed from resolving conflicts. In a health and social care setting it is important that you know how to dealing with a difficult individuals e.g. anger. When dealing with individuals who cannot control their anger it will make them even angrier if you listen to only one side of the conflict it. It is important to make sure that you as a work are calm and the individual you are dealing with is also stay calm to manage the stressful situations. You have to make sure that you are aware of different types of communication e.g. verbal communica-tion and non-verbal communication, you must observe and pay attention to the feel-ings and emotions that are being expressed by the individuals you work with. You have

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