Conflict Resolution and Interpersonal Group Dynamics

Understanding Conflict in Family Councils

Conflict often escalates when individuals or groups perceive their needs are unmet. When Family Councils meet to discuss concerns, disagreements may occur. Common ways people respond to protect their needs include:

• Defending: Justifying their own behavior or character

• Attacking: Criticizing others, using insults, or minimizing opposing views

• Ignoring: Refusing to acknowledge other perspectives or the needs of others

Effects of conflict escalation may include:

• Distrust and lack of transparency

• Membership turnover

• Communication breakdowns

• Undermining others’ feelings, beliefs, and values

• Minimal engagement and participation

The CLAIM Model

Family Councils are encouraged to use the CLAIM model to respond to escalated individuals or groups. CLAIM is an acronym representing de-escalation principles adapted from:

"Enhanced Conflict Resolution & Negotiation Training for Homecare Families and Staff"
Family Councils Ontario & St. Stephen’s Community House Training Booklet, 2018

CLAIM Steps:

1. Centre Yourself: Stay calm and avoid reacting impulsively

2. Listen: Consider what underlies the speaker’s actions and demands

3. Acknowledge: Reflect and confirm your understanding of what’s been said

4. Invite: Ask questions to give the speaker an opportunity to express themselves

5. Move Forward: Discuss ideas for resolving the problem

The CLAIM model helps Council members listen actively and uncover what lies beneath the surface of heated interactions.

Going Beyond the Surface with Active Listening

Active listening involves fully engaging with a speaker, showing understanding through questions, gestures, and summarizing. Combined with CLAIM, active listening helps Councils grasp the interests, values, and feelings of those involved.

Interests

Before judging, consider the different types of interests at play:

• Substantive Interests: Practical results such as resources, benefits, time, or money

• Psychological Interests: Emotional needs like feeling respected, having a voice, or protecting one’s ego

• Procedural Interests: Concerns about fairness, transparency, and confidentiality

Values

Values are beliefs that guide an individual’s everyday life. They may not always be visible but influence decisions, priorities, and actions. Recognizing different values—shaped by culture, upbringing, and experiences—helps Councils understand motivations and perspectives.

Feelings

Acknowledging feelings during conflict is crucial. Respecting and empathizing with emotions increases willingness to compromise and improves outcomes. Ignoring feelings can lead to mistrust, impatience, animosity, and indifference. When emotions are validated, participants feel empowered, encouraged, centred, and safe.

_{Reference:
"Enhanced Conflict Resolution & Negotiation Training for Homecare Families and Staff" Family Councils Ontario & St. Stephen’s Community House Training Booklet, 2018}