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https://www.bonfireoriginals.com/work/behind-racism

-Steve Lang, Bonfire Originals: My(Frankie) father’s media startup where he creates docuseries, short films, corporate content and web series. Over the years, my dad has taught me video editing skills using different programs and softwares, including Premier and Final Cut Pro and iMovie. He has also taught me skills in obtaining audio footage, editing and creating digital media using audio and visual sources.

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McCarthy, L., & Grosser, K. (2023). Breaking isolation: Consciousness-raising as a methodology for academic activism. Organization, 30(5), 1152-1167. https://doi-org.gbcprx01.georgebrown.ca/10.1177/13505084231166172

This article shows how CR occurs in our daily encounters and can potentially spark good change by rekindling a feeling of purpose in our work life with examples from our personal experiences. Demanding that CR, which is grounded in feminist and intersectional praxis, be not only revisited but also rethought and reframed as a paradigm for academic activism in the modern business school.

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This article discusses different techniques for breakdowns in communication to diffuse conflict.

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Conflict and disagreement are a part of life, albeit often an unpleasant one. Whether caused by a disagreement in values or simple miscommunication, we all encounter conflict at some point in our lives. Unfortunately, when conflict is not addressed productively, it can escalate, sometimes to the point of violence.

Emotions are contagious. When we encounter someone who is experiencing stress, we pick up on their stress. The same is true for other emotions, including anger, which is why we might feed off of someone else's anger, causing a conflict to escalate further.

In the workplace, unresolved conflict leads to less creativity and productivity, and interpersonal relationship conflict can destroy relationships, including friendships and marriages. It is essential to build and use healthy, appropriate skills to de-escalate conflicts in a healthy way.

Address Conflict As Soon As Possible

As the saying goes, an ounce of prevention is worth a pound of cure. Conflict can grow over time, and you can become resentful of an ongoing issue.

If you have a problem with another person, addressing it as soon as possible can prevent escalation. It can be tempting to ignore a conflict that seems small, but then the issue grows until we can no longer ignore it, which sometimes leads to an explosive confrontation.

Long-term conflicts are more difficult to resolve because of the history and more intense feelings attached. Bring the conflict to the other person's attention and find a resolution early on to prevent escalation before it begins.

Identify the Goal of De-Escalation

Sometimes we know something is wrong but struggle to articulate exactly what the issue is or our desired outcome. How can you resolve something if you do not know what that looks like?

It can be helpful to ask yourself, "How will I know that this is resolved?" What change would make things right for you? Before working towards a resolution, each party in the conflict can think about the kind of resolution they need or want and what that would look like.

Do you need to see a specific behavior change? Do you feel wronged and need an apology? Do the parties have different communication styles and need to get on the same page?

Understand each person's perception of the problem and desired resolution beforehand.

Remain Calm and Regulated

The longer a conflict has gone on, the bigger your feelings about it and the other person are likely to be. While your feelings are valid, they can interfere with your ability to communicate and address the conflict in a productive way.

Sometimes a conflict is complex and needs long-term work in finding a solution. It is OK to take a break if you feel yourself getting worked up.

Practice Active Listening and Take Turns

Often, each person has a different perception of the conflict and what resolution is needed. It can be tempting to cling to our perception of what is going on and not address the other person's side. However, when both sides dig into their own view of the situation, they are unlikely to make progress toward a resolution.

If you are truly interested in resolving the conflict, practice active listening and open communication with the other person.

Use 'I' Statements

Engage With a Third Party

A neutral third party or mediator can aid in conflict resolution. Since they are not directly involved in the conflict itself, they do not have an emotional investment in the outcome. A mediator can help both parties see an acceptable resolution.

If your conflict is in a relationship, a mental health professional may be able to provide resolution support through couples therapy. If your conflict is with a colleague, your workplace may employ trained mediators to help you come to an appropriate resolution.

Compromise

As noted above, it is tempting to get caught up in your perception of a conflict and vision of an appropriate resolution, forgetting that there is another side to the story.

The other party has its own agenda and priorities for the outcome as well. Recognize your values as well as what you might be able to bend in order to come to a solution that is mutually agreeable.

Resources That Can Help You Deal With Conflict

Sometimes, you might need outside help to manage or de-escalate a conflict. Even if you take steps to diffuse the situation, the other party might not be receptive or may choose to continue to escalate regardless of your efforts.

Depending on the nature of the conflict, you might benefit from additional support:

Workplace conflict: Consult your job's human resources department. They can intervene and help you and the other party work through the conflict in a healthy environment.

Conflict with your partner: If you and your partner are struggling with conflict, a couples therapist can help you work through it.

Divorce: Sometimes, the safest or healthiest option in a marriage is to end the relationship. Professional mediators can help work through conflicts impeding a divorce proceeding.

Family conflict: If members of your family are struggling with conflict, a marriage and family therapist or another qualified mental health professional can help you work through and build appropriate communication skills.

Conflict among friends: Even the best of friends disagree sometimes. Involving a neutral third party can help you work through the disagreement and communicate effectively.

Remember that you can only control your response to the conflict and not the other person's, but you can use these tips to make de-escalation as painless as possible.

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6 De-Escalation Techniques to Diffuse Conflict

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It is easy to get overwhelmed in high-conflict situations, but continued escalation can make things worse. Learn practical tips to diffuse conflict.

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This article discusses techniques for conflict de-escalation when navigating online spaces.

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In my first job as a Community Manager, I was faced with a member who shared a misogynist view in one of our community channels. Naturally, many were extremely offended and it started a storm of responses and complaints against the member. It was heated.

To de-escalate the issue, I reached out to the offending member and explained to him why his comment was offensive to the women in the group and made him understand why all the parties involved responded so negatively. I then gave him a warning and communicated that these kinds of comments would not be allowed and that he would be banned on the next offense.

I also reached out to the affected members and I let them know that he had been cautioned. He later apologized for his comment in the general channel and also promised that he'll be more sensitive with his choice of words moving forward - he never offended again.

This story might not be new to you if you've managed a community for even a few months.

Communities are made up of different people with varying ideas, thoughts, mindsets, and lifestyles - conflict is, therefore, inevitable. How you respond to the conflict as a Community Manager, however, can mean the difference between successful de-escalation or alienating community members.

It is important to note here that if the offense is too great and goes against major guidelines, the only recourse may be to ban the offender to ensure that the interests of the majority of the community are catered to.

Here are the types of conflict that may arise and the de-escalation techniques I've found success with within the communities I've managed.

Types of conflict

The types of conflict that may arise in diverse community spaces include but are not limited to:

Relationship conflict: The result of either personality clashes or negative emotional interactions between two or more people.

Conflict of interest: Competition over personal interests in the community.

Conflict of values: Differences in belief systems, personal core values, and business ethics may cause a conflict of values.

Miscommunication: These are most common in online communities where tone can be misconstrued.

Result of conflict

Generally, conflict can have either positive or negative effects, although in my experience the negative effects mostly seem to outweigh the positive.

Negative effects often include; Reduction in engagement, a drop in retention, a rise in complaints, and ultimately the slow death of your community.

Positive effects may include stronger bonds and growth, improved member satisfaction, and a rise in engagement.

Techniques for de-escalating conflict in an online community

1. Acknowledge the existence of a problem

The first step to solving any problem is acknowledging that it exists.

In the example I gave at the beginning of this blog, if I hadn't acknowledged that what was said was problematic, community members might have felt unheard and that the community is not a safe space for all. I had to name the issue openly and speak to all the parties involved or affected so that they know the team is aware of the issue and is dealing with it - privately and publicly.

2. Stick to community guidelines

Impartiality is the greatest tool for de-escalating conflict in a community and, as such, guidelines must be strictly followed when dealing with community members to avoid being accused of favoritism.

For example, some posts and even reactions of participants might be really extreme and may require moderation or a complete ban from the community to prevent further escalation of the conflict.

If your guidelines state that the offense warrants a complete ban or suspension, you should let the involved parties know and enforce them immediately.

3. Ask questions

After the problem has been identified, the next step is to clear up any form of misunderstanding, this will require a very high level of communication and active listening.

In the case of the offender mentioned above, his error was clear to everyone but him. The easy option would've been to ban him, but by asking questions and helping him understand his mistake, I was able to retain a community member and give him a chance to apologize and reconcile.

I also had to communicate with the affected members and talk them through the situation in order to properly de-escalate the conflict.

4. Move from positionality to underlying interests

Most communities are not based on positionality but common interests. In the mediation phase when conflict arises, it is important to help your members understand this so they can find common ground.

In the offense in my experience, I as the mediator had to shift the focus from the comment itself to our shared interest in the community - which is to keep it a safe space for all to be a part of. Both the offender and offended could agree on this and agree to move forward in changed behavior (for the offender) and giving forgiveness (for the offended).

5. Encourage communication

Encourage participants to get things off their chest, not in an accusatory manner but calmly. This can be done either publicly or privately depending on how the participants feel and the nature of the community.

In my case, I encouraged the offender to write a message in the general channel to communicate that he has learned from his error and to apologize. This accelerated a peaceful resolution and other members of the community were understanding and willing to engage.

6. Temporarily shut down the discussion

I do not recommend doing this as it closes any chance of open communication about the issue. You should only ever lock the discussion sparing and under dire circumstances where you've exhausted all other options.

The positive is that doing this will give the participants enough time to cool off and reflect on their actions, knowing that reconciliation cannot be achieved when anger thrives.

When the conflict spreads to other platforms

There is a very real risk that the conflict in your community could spread to other platforms such as forums or even social media. When this happens, stay calm and plan your response accordingly.

Social media can be a particularly hostile place for brands who get it wrong. If your community is a part of a larger company or brand, the risk of conflict within the community spreading to social media is very real. However, you shouldn't see this as a wholly negative experience; it can be an opportunity for cross-functional work between your Marketing, Social, and Community teams and an opportunity to learn and grow.

Here's how I would respond to community conflict that has turned into social media backlash.

Stay calm

Explain the situation to your Social Media or Marketing teams so that they're aware of the comments that might come up on Twitter or whichever platform your brand is present on.

Take the conversation offline

If possible, ask the involved parties if you can give them a call or speak to them privately. In the middle of a social media storm, anything you say could get misinterpreted.

Take responsibility

In the case where you as the CM or team did not deal with the situation appropriately, take responsibility and admit your error. Make it clear what your response will be moving forward and take it as a learning opportunity.

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Finally, you must take a stand as the CM to build your community and prevent it from dissolution due to conflict at all costs. In doing so, you must also ensure that you create balance. Your community members should always feel free to share their views without inflicting on the rights and experiences of others. If you create this environment, your community will always thank you for it.

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Conflict De-escalation Techniques to Use in Your Online Community | Commsor

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Jephtah Abu shares six conflict de-escalation techniques you can use when disagreements arise in your community.

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Safety Training Tips: De-escalation in the workplace and in the community 

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Safety Training Tips: De-escalation in the workplace and in the community 

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This article posted by a training agency promotes de-escalation techniques for conflict resolution/management.

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Certain occupations are more at-risk of exposure to violence; it's a fact.

For example, employees working alone, working late at night, or working in high-crime areas, are all more likely to be subjected to an act of violence; that's according to OSHA.

Seems like common sense, right?

And if you have workers who routinely deal with angry customers, you know how things can get out of control, and that workers need a strategy for resolving those situations.

That's where conflict de-escalation safety training techniques come in handy.

Anticipating potential conflict is important for preparedness, and there are many verbal and non-verbal cues to be mindful of as situations unfold.

For recognition, here are some signs of conflict escalation:

A person clenching his or her fists or tightening and untightening their jaw.

A sudden change in body language or tone used during a conversation.

The person starts pacing or fidgeting.

A change in type of eye contact.

The "Rooster Stance" - chest protruding out more and arms more away from the body.

Disruptive behaviors - Such as yelling, bullying, actively defying or refusing to comply with rules.

So what can you do in order to help de-escalate a conflict situation? Here are some tips, and remember, this isn't a step by step list, but rather a menu of options that may prove useful...

And remember, without specialized training; never consider the use of physical force as your first response.

First, calm yourself before interacting with the person.

If you're upset, it's only going to escalate the situation. Calm down and then begin to look at the situation and how you can intervene safely.

Take a deep breath.

Use a low, dull tone of voice and don't get defensive even if the insults are directed at you.

Becoming aware of your situation is also critically important. This can include:

Other people in the room,

Objects; such as chairs, tables, items on a table,

and the space around you, like exits or openings, and if you are blocking the person so that they are made to feel trapped.

Try to look as non-threatening as possible.

Appear calm and self-assured even if you don't feel it.

Maintain limited eye contact and be at the same eye level. Encourage the customer to be seated, but if he/she needs to stand, stand up also.

Maintain a neutral facial expression.

Place your hands in front of your body in an open and relaxed position.

Don't shrug your shoulders.

Don't point your fingers at the person.

Avoid excessive gesturing, pacing, fidgeting, or weight shifting.

Maintain a public space distance, which is 12 feet or more.

Make a personal connection. Something as simple as asking, "What's your name?" can diffuse a situation quickly.
People respond positively to their own name and can make the dialogue more personal.

Listening to the persons concerns. - Acknowledge the other person's feelings without passing judgment on them.

Empathy needs to be shown during conflict situations. Even if you do not agree with the person's position, expressing an understanding why that person feels a particular way will help resolve the conflict.

Clarifying, paraphrasing and open-ended questions all help to ensure that the person is aware you have understood their frustrations completely.

Ask to take notes.

Ask for their ideas or solutions.

Help them talk out angry feelings rather than act on them.

Shift the conversation to the future, create hope, and you make yourself less threatening.
Using "what" and "we" helps include the person in those future plans.

Get them to say yes.
It is very hard for someone to stay angry towards you if they are agreeing with you.

No person, group, or set of conditions can guarantee that a conflict will proceed constructively.

If de-escalation is not working, stop!

If the situation feels unsafe, leave and call for help.

Remember to be patient, calm and aware of the situational surroundings should a conflict arise in your workplace.

Most importantly, have a plan to protect yourself if the worst case scenario unfolds; how do you escape, defend your life, or protect other colleagues.

We hope you gained a safety training skill today. Until next time, stay positive and stay safe.

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Safety Training Tip: Conflict De-Escalation Techniques - HSI

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Certain occupations are more at-risk of exposure to violence; it's a fact. For example, employees working alone, working late at night, or working in high-crime areas, are all more likely to be subjected to an act of violence; that's according to OSHA. Seems like common sense, right?

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This scholarly article discusses different areas of conflict and conflict resolution for people involved with social work.

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This article discusses sources for conflict specifically in the workplace.

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6 Sources of Conflict at Work - ACHIEVE Centre for Leadership

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Here are six common sources within an organization that may lead to interpersonal conflict. There is no simple solution to workplace conflict,