---
title: Conflict Resolution Training for Staff
---

**ESSENTIAL TRAINING FOR ALL COMMUNITY TEAM MEMBERS**

## 1. INTRODUCTION AND FRAMEWORK

### 1.1. Purpose and Importance

This training provides comprehensive guidance for Team members on preventing, managing, and resolving conflicts within our community. Effective conflict resolution is essential for maintaining a healthy community environment and ensuring that disputes don't escalate into harmful situations that drive away community members.

### 1.2. Our Approach to Conflict Resolution

**Core Philosophy**: We prioritise restorative justice over punitive measures, focusing on repairing relationships and addressing root causes rather than simply punishing behaviours.

**Key Principles:**
- **Safety First**: Community member safety always takes priority
- **Educational Approach**: Use conflicts as learning opportunities when possible
- **Proportionate Response**: Match interventions to the severity and impact of conflicts
- **Inclusive Process**: Ensure marginalised voices are heard and protected
- **Transparent Documentation**: Maintain clear records for accountability and learning

### 1.3. Integration with Existing Policies

This training operates within our comprehensive policy framework:

**(a)** **Community Code of Conduct**: Behavioural standards and enforcement framework;

**(b)** **Content and Moderation Policy**: Detailed procedures for content and behavioural issues;

**(c)** **Community Appeals Policy**: Appeal processes and review mechanisms;

**(d)** **Inclusive Moderation Principles**: Special considerations for marginalised community members.

## 2. UNDERSTANDING CONFLICT IN COMMUNITY CONTEXTS

### 2.1. Types of Community Conflicts

#### 2.1.1. Interpersonal Conflicts

**Characteristics:**
- Direct disagreements between individual community members
- Personal disputes that may spill into community spaces
- Miscommunication or misunderstanding between users
- Personality clashes or incompatible communication styles

**Examples:**
- Two developers disagreeing about implementation approaches
- Community members having different opinions about community events
- Misunderstandings arising from cultural or language differences
- Personal grievances carried into community discussions

#### 2.1.2. Group-Level Conflicts

**Characteristics:**
- Disagreements involving multiple community members
- Conflicts between different community subgroups or factions
- Disputes about community direction, policies, or practices
- Competing interests or priorities within the community

**Examples:**
- Gaming guild disagreements about leadership or strategy
- Technical community debates about technology choices or standards
- Community policy discussions with strongly divided opinions
- Resource allocation conflicts affecting multiple members

#### 2.1.3. Authority-Based Conflicts

**Characteristics:**
- Disputes involving community leadership or Team members
- Challenges to moderation decisions or community policies
- Conflicts arising from enforcement actions or consequences
- Disagreements about community governance or decision-making

**Examples:**
- Appeals of moderation actions or disciplinary decisions
- Challenges to community policies or their implementation
- Disputes about Team member conduct or decision-making
- Conflicts about transparency or accountability in leadership

#### 2.1.4. Values-Based Conflicts

**Characteristics:**
- Fundamental disagreements about community values or principles
- Conflicts arising from different social, political, or ethical perspectives
- Disputes about inclusivity, social justice, or community priorities
- Clashes between community values and individual beliefs

**Examples:**
- Disagreements about our anti-oppression stance
- Conflicts over accessibility requirements or accommodations
- Disputes about environmental sustainability priorities
- Challenges to inclusive language requirements

### 2.2. Conflict Escalation Patterns

#### 2.2.1. Early Warning Signs

**Individual Level:**
- Increasingly hostile or defensive language
- Personal attacks replacing issue-focused discussion
- Withdrawal from community participation
- Complaints about other community members to staff

**Community Level:**
- Discussions becoming repeatedly derailed by the same issues
- Formation of "sides" or factions around specific conflicts
- Decreased participation in affected community areas
- Increased moderation reports and staff intervention requests

#### 2.2.2. Escalation Stages

**Stage 1: Disagreement**
- Normal differences of opinion
- Issue-focused discussion
- Respectful communication maintained
- Opportunity for easy resolution

**Stage 2: Personalization**
- Focus shifts from issues to individuals
- Defensive responses and blame assignment
- Communication becomes less respectful
- Requires active intervention to prevent escalation

**Stage 3: Entrenchment**
- Positions become rigid and non-negotiable
- Personal attacks and hostile communication
- Community members take sides
- Significant intervention required for resolution

**Stage 4: Community Damage**
- Conflict affects broader community participation
- Members leave or avoid affected areas
- Community culture and safety compromised
- May require major intervention or removal of participants

## 3. PREVENTION STRATEGIES

### 3.1. Proactive Community Culture Development

#### 3.1.1. Setting Clear Expectations

**Communication Standards:**
- Model respectful communication in all staff interactions
- Provide clear guidelines about constructive disagreement
- Celebrate examples of positive conflict resolution
- Address problematic communication patterns early

**Inclusive Environment Creation:**
- Ensure all community members feel welcomed and valued
- Address microaggressions and exclusionary behaviour promptly
- Create multiple channels for different types of discussion
- Provide accessibility accommodations and language support

#### 3.1.2. Community Education and Skill Building

**Conflict Prevention Education:**
- Provide resources on constructive communication and disagreement
- Offer workshops or discussions about cultural competency
- Share information about cognitive biases and communication barriers
- Create guides for giving and receiving feedback constructively

**Community Relationship Building:**
- Facilitate community events and social interactions
- Create opportunities for collaboration and shared projects
- Encourage mentorship relationships and peer support
- Celebrate community achievements and positive interactions

### 3.2. Early Intervention Strategies

#### 3.2.1. Pattern Recognition and Monitoring

**Warning Sign Identification:**
- Monitor community discussions for escalating tensions
- Track patterns of problematic interaction between specific users
- Watch for signs of community member distress or withdrawal
- Pay attention to subtle changes in community participation and culture

**Proactive Check-ins:**
- Reach out privately to community members showing signs of distress
- Follow up on resolved conflicts to ensure lasting resolution
- Regular community health assessments and feedback collection
- Staff coordination meetings to share observations and concerns

#### 3.2.2. De-escalation Techniques

**Reference to Comprehensive De-escalation Training**: For detailed de-escalation techniques, communication strategies, and practical application guidance, see [De-escalation Techniques Training](/staff/training/de-escalation-techniques). This section provides a brief overview; refer to the de-escalation training document for comprehensive guidance.

**Immediate Response Strategies:**
- **Pause and Cool Down**: Suggest breaks in heated discussions
- **Refocus on Issues**: Redirect from personal attacks to substantive concerns
- **Acknowledge Emotions**: Validate feelings while maintaining boundaries
- **Provide Resources**: Offer conflict resolution resources and support

**Communication Techniques:**
- Use "I" statements instead of "you" statements when possible
- Reflect and paraphrase to ensure understanding
- Ask open-ended questions to encourage deeper thinking
- Acknowledge valid points from all parties involved

## 4. CONFLICT RESOLUTION PROCESSES

### 4.1. Initial Assessment and Response

#### 4.1.1. Conflict Analysis Framework

**When conflicts are brought to your attention, assess:**

**Severity Level:**
- **Low**: Disagreement with respectful communication maintained
- **Medium**: Some personal elements or defensive responses
- **High**: Personal attacks, hostile communication, or community impact
- **Critical**: Safety concerns, harassment, or significant community disruption

**Stakeholder Analysis:**
- **Primary Parties**: Directly involved individuals
- **Secondary Parties**: Community members affected by or involved in the conflict
- **Community Impact**: Broader effects on community culture and participation
- **Team Involvement**: Whether Team members are parties to the conflict

**Context Considerations:**
- **Historical Context**: Previous interactions between parties
- **Power Dynamics**: Differences in community status, experience, or authority
- **Marginalization Factors**: Whether parties include marginalised community members
- **Platform Specifics**: Where the conflict is occurring and platform constraints

#### 4.1.2. Initial Response Protocol

**Immediate Actions:**
1. **Ensure Safety**: Address any immediate safety concerns or harassment
2. **Document Situation**: Record key details while information is fresh
3. **Separate if Needed**: Prevent further escalation through temporary separation
4. **Assess Resources**: Determine what support and intervention resources are needed
5. **Coordinate with Team**: Involve other Team members as appropriate

**Communication Approach:**
- Contact all primary parties to understand their perspectives
- Remain neutral and avoid taking sides prematurely
- Use inclusive, respectful language with all parties
- Set clear expectations for respectful communication during resolution
- Explain the process and timeline for addressing the conflict

### 4.2. Resolution Strategies and Techniques

#### 4.2.1. Facilitated Discussion and Mediation

**When to Use:**
- Conflicts involving reasonable disagreements between community members
- Situations where both parties are willing to engage constructively
- Conflicts that don't involve serious policy violations or safety concerns
- Cases where relationship repair and ongoing collaboration are important

**Facilitation Process:**

**Preparation Phase:**
1. **Individual Meetings**: Meet separately with each party to understand perspectives
2. **Ground Rules**: Establish clear expectations for respectful communication
3. **Goals Setting**: Identify desired outcomes and common ground
4. **Process Agreement**: Ensure all parties understand and agree to the process

**Facilitated Discussion Phase:**
1. **Opening Statements**: Each party shares their perspective without interruption
2. **Clarifying Questions**: Facilitate questions to improve mutual understanding
3. **Common Ground**: Identify areas of agreement and shared interests
4. **Problem-Solving**: Collaborative development of potential solutions
5. **Agreement**: Document mutually acceptable resolution and follow-up steps

**Follow-up Phase:**
1. **Implementation Monitoring**: Check that agreed-upon solutions are being followed
2. **Relationship Check**: Assess ongoing interaction quality between parties
3. **Community Impact**: Monitor broader community effects and healing
4. **Adjustment**: Modify agreements if initial solutions prove inadequate

#### 4.2.2. Restorative Justice Approaches

**When to Use:**
- Conflicts involving clear harm to community members or community
- Situations where accountability and learning are important
- Cases where the harmful party shows genuine remorse and willingness to change
- Conflicts where community healing and trust rebuilding are needed

**Restorative Process Elements:**

**Acknowledgment of Harm:**
- Clear recognition of what harm occurred and who was affected
- Understanding of the impact on individuals and community
- Acceptance of responsibility without minimisation or excuse-making
- Validation of those who experienced harm

**Accountability and Learning:**
- Education about why the behaviour was harmful and inconsistent with community values
- Development of understanding about impact on marginalised community members
- Commitment to specific behaviour changes and skill development
- Participation in relevant training or educational activities

**Repair and Rebuilding:**
- Direct apologies and amends to those who were harmed
- Community service or contributions that benefit the affected community
- Ongoing demonstration of changed behaviour and commitment to community values
- Participation in community healing and trust-rebuilding activities

#### 4.2.3. Educational and Developmental Approaches

**Focus on Growth and Learning:**
- Help community members develop better communication and conflict resolution skills
- Provide resources and training to prevent similar conflicts in the future
- Create opportunities for skill practice in lower-stakes environments
- Support personal and interpersonal development within community context

**Mentorship and Support:**
- Pair community members with mentors who can provide guidance
- Create peer support groups for skill development and relationship building
- Provide ongoing coaching and feedback for improved community participation
- Connect community members with relevant resources and professional development

### 4.3. Enforcement and Protective Measures

#### 4.3.1. When Resolution Isn't Possible

**Situations Requiring Enforcement:**
- When parties are unwilling to engage constructively in resolution processes
- Cases involving serious policy violations or repeated harmful behaviour
- Situations where safety concerns override resolution opportunities
- Conflicts where power dynamics make fair resolution impossible

**Progressive Enforcement Framework:**

**Educational Enforcement:**
- Clear communication about policy violations and community standards
- Required participation in relevant training or educational activities
- Enhanced monitoring and support to prevent future incidents
- Community service or contributions as learning opportunities

**Restrictive Enforcement:**
- Temporary limitations on community participation or privileges
- Required supervision or mediated interactions with affected parties
- Probationary periods with clear behavioural expectations
- No-contact orders when necessary to protect community members

**Protective Enforcement:**
- Removal from specific community spaces or activities
- Comprehensive community restrictions pending behaviour change
- Permanent removal for persistent harmful behaviour or safety threats
- Public accountability measures when community safety requires transparency

#### 4.3.2. Protecting Marginalised Community Members

**Special Considerations:**
- Prioritise safety and inclusion of marginalised community members
- Recognise that marginalised individuals may face additional barriers to speaking up
- Consider power dynamics and systemic oppression in resolution approaches
- Provide additional support and resources for marginalised community members

**Protective Measures:**
- Enhanced privacy protections for marginalised community members
- Priority response for conflicts involving marginalised individuals
- Additional support resources and community connections
- Advocacy and representation when power dynamics create unfair situations

## 5. COMMUNICATION SKILLS FOR CONFLICT RESOLUTION

### 5.1. Active Listening and Empathy

#### 5.1.1. Active Listening Techniques

**Core Skills:**
- **Full Attention**: Give complete attention to speakers without multitasking
- **Nonverbal Awareness**: Pay attention to tone, emotion, and context cues
- **Avoid Interruption**: Allow speakers to complete their thoughts before responding
- **Clarifying Questions**: Ask questions to ensure understanding rather than make assumptions

**Reflection Techniques:**
- **Paraphrasing**: "What I'm hearing is..." to confirm understanding
- **Emotion Reflection**: "It sounds like you're feeling..." to acknowledge emotional content
- **Summary**: Regular summaries to ensure all parties are on the same page
- **Validation**: Acknowledge valid concerns and feelings even when disagreeing with conclusions

#### 5.1.2. Empathy and Perspective-Taking

**Understanding Different Perspectives:**
- Consider cultural, personal, and experiential factors that shape viewpoints
- Recognise that multiple perspectives can be valid simultaneously
- Avoid assuming malicious intent when other explanations are possible
- Acknowledge the emotional and personal impacts of conflicts on all parties

**Empathetic Communication:**
- Use language that demonstrates understanding of others' experiences
- Acknowledge the difficulty and stress of conflict situations
- Validate emotions and concerns even when addressing problematic behaviours
- Show genuine care for all community members' wellbeing and growth

### 5.2. De-escalation Communication

#### 5.2.1. Verbal De-escalation Techniques

**Tone and Language:**
- **Calm Tone**: Maintain steady, calm vocal tone even when others are agitated
- **Respectful Language**: Use respectful forms of address and avoid inflammatory language
- **Non-confrontational Phrasing**: Frame issues constructively rather than accusatory
- **Inclusive Language**: Use language that includes rather than excludes or alienates

**Specific Techniques:**
- **Acknowledgment**: "I can see this is really important to you"
- **Validation**: "Your concerns are valid and worth addressing"
- **Collaboration**: "Let's work together to find a solution"
- **Future Focus**: "How can we move forward in a positive way?"

#### 5.2.2. Managing Defensive Responses

**Understanding Defensiveness:**
- Recognise that defensiveness often stems from feeling attacked or misunderstood
- Understand that defensive responses may mask hurt, fear, or vulnerability
- Distinguish between defensive responses and genuinely harmful behaviour
- Recognise cultural and personal differences in conflict response styles

**Responding to Defensiveness:**
- **Don't Escalate**: Avoid responding defensively to defensive behaviour
- **Address Underlying Concerns**: Look for the real issues behind defensive reactions
- **Provide Safety**: Create safe space for vulnerable communication
- **Refocus**: Redirect attention to problem-solving rather than blame

### 5.3. Difficult Conversations

#### 5.3.1. Addressing Harmful Behavior

**Preparation:**
- Gather all relevant information and context before initiating conversation
- Plan key points and desired outcomes for the conversation
- Consider timing, setting, and approach for maximum effectiveness
- Prepare emotionally to remain calm and constructive

**Conversation Structure:**
1. **Opening**: Clear explanation of purpose and process for the conversation
2. **Observation**: Specific description of problematic behaviour without interpretation
3. **Impact**: Explanation of how the behaviour affected individuals and community
4. **Expectation**: Clear communication of community standards and expected changes
5. **Support**: Offer of resources, training, or support to facilitate positive change
6. **Follow-up**: Clear timeline and process for monitoring progress and providing support

#### 5.3.2. Delivering Consequences and Enforcement

**Compassionate Enforcement:**
- Explain the reasoning behind enforcement decisions clearly
- Connect consequences to community values and member safety
- Provide clear pathways for improvement and potential reinstatement
- Maintain dignity and respect even when imposing serious consequences

**Future-Focused Communication:**
- Emphasise learning and growth opportunities rather than punishment
- Discuss specific skills and changes needed for successful community participation
- Provide resources and support for personal and interpersonal development
- Maintain hope for positive change while being clear about boundaries

## 6. CULTURAL COMPETENCY IN CONFLICT RESOLUTION

### 6.1. Understanding Cultural Differences

#### 6.1.1. Communication Style Variations

**Direct vs. Indirect Communication:**
- **Direct**: Explicit, straightforward communication style
- **Indirect**: Subtle, context-dependent communication with implied meanings
- **Moderation Implications**: Don't interpret indirectness as evasiveness or directness as rudeness

**High-Context vs. Low-Context Cultures:**
- **High-Context**: Meaning derived from context, relationships, and shared understanding
- **Low-Context**: Meaning primarily from explicit words and direct communication
- **Moderation Implications**: Consider cultural background when interpreting communication

#### 6.1.2. Conflict Response Variations

**Individual vs. Collective Orientation:**
- Some cultures prioritise individual rights and self-expression
- Others emphasise group harmony and collective well-being
- **Resolution Approach**: Consider both individual needs and community impact

**Authority and Hierarchy Attitudes:**
- Cultural differences in respect for authority and hierarchy
- Varying comfort levels with challenging authority or expressing disagreement
- **Resolution Approach**: Adapt communication style while maintaining consistent standards

### 6.2. Inclusive Conflict Resolution Practices

#### 6.2.1. Accommodating Different Communication Needs

**Language Accommodations:**
- Provide additional time and patience for non-native English speakers
- Offer translation resources or assistance when helpful
- Use clear, simple language and avoid complex idioms or cultural references
- Ensure all parties can participate fully regardless of language proficiency

**Cultural Bridge-Building:**
- Help parties understand cultural differences that may contribute to misunderstandings
- Provide education about different communication styles and conflict approaches
- Create space for cultural explanation and mutual learning
- Celebrate cultural diversity while maintaining community standards

#### 6.2.2. Addressing Cross-Cultural Conflicts

**Cultural Misunderstanding Resolution:**
- Identify when conflicts arise from cultural differences rather than malicious intent
- Facilitate mutual education and understanding between parties
- Help community members develop cross-cultural communication skills
- Create ongoing opportunities for cultural exchange and learning

**Preventing Cultural Exclusion:**
- Ensure resolution processes are accessible to community members from all cultural backgrounds
- Avoid imposing single cultural conflict resolution models on diverse community
- Provide multiple pathways for conflict resolution that accommodate different cultural needs
- Monitor for and address cultural bias in conflict resolution decisions

## 7. DOCUMENTATION AND ACCOUNTABILITY

### 7.1. Comprehensive Documentation

#### 7.1.1. Conflict Documentation Requirements

**Essential Information to Record:**
- **Date, time, and platforms** where conflicts occurred
- **Parties involved** and their roles in the community
- **Nature of conflict** and key issues in dispute
- **Resolution attempts** and their outcomes
- **Final resolution** or enforcement actions taken
- **Follow-up plans** and monitoring schedules

**Context Documentation:**
- **Historical background** of relationships between parties
- **Community impact** and member feedback
- **Cultural or accessibility factors** affecting the conflict
- **Power dynamics** and marginalization considerations
- **Learning opportunities** identified through the resolution process

#### 7.1.2. Privacy and Transparency Balance

**Protecting Individual Privacy:**
- Document sensitive personal information separately from public records
- Use anonymization techniques when sharing lessons learned
- Respect confidentiality agreements made during resolution processes
- Balance transparency needs with individual privacy rights

**Community Transparency:**
- Maintain public transparency logs at [hikari.nhcarrigan.com/sanctions](https://hikari.nhcarrigan.com/sanctions)
- Provide general information about conflict resolution processes and outcomes
- Share lessons learned and process improvements with community
- Ensure accountability for staff conflict resolution decisions

### 7.2. Accountability and Review

#### 7.2.1. Quality Assurance

**Regular Review Processes:**
- **Peer Review**: Regular review of conflict resolution decisions by other Team members
- **Outcome Assessment**: Follow-up evaluation of resolution effectiveness and lasting impact
- **Process Improvement**: Regular refinement of conflict resolution procedures based on experience
- **Training Updates**: Incorporation of lessons learned into ongoing staff training

**Community Feedback Integration:**
- **Satisfaction Surveys**: Regular feedback collection from community members involved in conflict resolution
- **Community Input**: Broader community feedback on conflict resolution processes and outcomes
- **Advisory Input**: Consultation with community advisory groups on major conflict resolution policies
- **Appeals Process**: Clear pathways for challenging conflict resolution decisions

#### 7.2.2. Professional Development

**Ongoing Skill Development:**
- Regular training updates on conflict resolution techniques and best practices
- Cross-cultural competency development and cultural humility training
- Trauma-informed practices training for working with community members experiencing distress (see [Trauma-Informed Moderation Training](/staff/training/trauma-informed-moderation) for comprehensive guidance)
- Advanced mediation and restorative justice training for complex situations

**Support Systems:**
- **Peer Consultation**: Regular opportunities to discuss challenging cases with other Team members
- **Supervision and Mentoring**: Support from experienced Team members and Leadership
- **Professional Resources**: Access to external training, resources, and professional development
- **Wellness Support**: Resources and support for managing the emotional impact of conflict resolution work

## 8. ADVANCED CONFLICT SCENARIOS

### 8.1. Complex Multi-Party Conflicts

#### 8.1.1. Community-Wide Disputes

**Managing Large-Scale Conflicts:**
- **Stakeholder Mapping**: Identify all parties and their interests in complex conflicts
- **Phased Resolution**: Break complex conflicts into manageable phases and components
- **Multiple Facilitators**: Assign different Team members to work with different parties or aspects
- **Community Healing**: Plan for broader community healing and relationship repair

**Example Scenario**: Community divided over policy changes affecting multiple groups
- **Assessment**: Identify different stakeholder groups and their specific concerns
- **Individual Consultations**: Meet separately with representatives from each major group
- **Common Ground**: Identify shared community values and interests
- **Collaborative Solution Development**: Facilitate inclusive solution development process
- **Implementation Planning**: Create clear implementation plan with ongoing feedback mechanisms

#### 8.1.2. Staff-Community Member Conflicts

**When Team Members Are Parties to Conflicts:**
- **Recusal Procedures**: Ensure conflicted Team members don't participate in resolution decisions
- **Independent Review**: Utilise Team members or Leadership without conflicts of interest
- **External Mediation**: Consider bringing in external mediators for serious Team-community conflicts
- **Accountability Measures**: Apply same community standards to Team members involved in conflicts

**Maintaining Community Trust:**
- **Transparency**: Provide clear communication about how staff conflicts are handled
- **Consistency**: Apply community standards consistently regardless of staff involvement
- **Learning**: Use staff conflicts as opportunities for community learning and trust building
- **Prevention**: Implement systems to prevent and address staff conflict of interest situations

### 8.2. Conflicts Involving Marginalization and Oppression

#### 8.2.1. Responding to Discriminatory Conflicts

**When Conflicts Involve Discrimination:**
- **Priority Response**: Provide immediate support to marginalised community members experiencing discrimination
- **Educational Intervention**: Address discriminatory behaviour with education about impact and community values
- **Community Protection**: Take steps to prevent further discrimination and create safer community environments
- **Systemic Assessment**: Evaluate whether discrimination indicates broader systemic issues requiring community-wide intervention

**Supporting Marginalised Community Members:**
- **Validation**: Believe and validate experiences of discrimination without requiring extensive proof
- **Advocacy**: Provide advocacy and support throughout resolution processes
- **Resources**: Connect with relevant resources and support networks
- **Follow-up**: Maintain ongoing support and monitoring for continued safety and inclusion

#### 8.2.2. Addressing Systemic and Cultural Conflicts

**When Individual Conflicts Reflect Broader Issues:**
- **Pattern Recognition**: Identify when individual conflicts indicate systemic problems
- **Community Education**: Provide broader community education about relevant issues
- **Policy Review**: Assess whether existing policies adequately address systemic concerns
- **Culture Change**: Implement broader culture change initiatives to prevent future similar conflicts

## 9. SELF-CARE AND EMOTIONAL MANAGEMENT

**Comprehensive Self-Care Resources**: For detailed self-care strategies, emotional support resources, and wellness practices, see [Self-Care Resources for Staff](/staff/self-care-resources). This section provides conflict-resolution-specific considerations; refer to the self-care resources document for comprehensive guidance.

### 9.1. Conflict Resolution-Specific Self-Care Considerations

#### 9.1.1. Understanding Emotional Labour

**Additional Considerations for Conflict Resolution Work:**
- Exposure to conflict and difficult interactions
- Emotional labour of managing others' emotions
- Need for patience and emotional regulation
- Importance of maintaining neutrality and boundaries
- Regular support and skill development

**Self-Care Practices:**
- Take breaks between difficult moderation actions
- Practice de-escalation techniques for yourself
- Connect with colleagues for support and debriefing
- Maintain perspective on your role and limitations
- Celebrate successful resolutions and positive outcomes

### 9.2. Support Systems and Resources

#### 9.2.1. Team Support

**Peer Support Networks:**
- **Regular Check-ins**: Scheduled team meetings focused on emotional wellbeing and support
- **Buddy Systems**: Pairing Team members for mutual support and consultation
- **Debriefing Sessions**: Structured debriefing after difficult conflict resolution situations
- **Shared Learning**: Regular sharing of successful strategies and lessons learned

**Supervisory Support:**
- **One-on-One Meetings**: Regular individual meetings with supervisors to discuss challenges and support needs
- **Professional Development**: Access to training and development opportunities
- **Workload Management**: Appropriate distribution of conflict resolution responsibilities
- **Recognition**: Acknowledgment and appreciation for difficult conflict resolution work

#### 9.2.2. Professional and Personal Support

**Professional Resources:**
- **Training Opportunities**: Access to advanced conflict resolution training and education
- **Professional Consultation**: Opportunities to consult with external conflict resolution experts
- **Continuing Education**: Support for ongoing learning about conflict resolution best practices
- **Career Development**: Pathways for advancement and specialisation in conflict resolution

**Personal Wellbeing:**
- **Mental Health Support**: Access to counselling and mental health resources
- **Work-Life Balance**: Policies and practices that support healthy work-life balance
- **Personal Time**: Adequate time off and vacation policies
- **Wellness Programs**: Access to wellness resources and programmes

## 10. PRACTICE SCENARIOS AND TRAINING EXERCISES

### 10.1. Scenario 1: Interpersonal Conflict Escalation

**Situation**: Two community members who were previously friends are now in an escalating conflict. What started as a disagreement about a technical approach has become personal attacks, name-calling, and threats. Other community members are taking sides, and the conflict is disrupting multiple channels.

**Your Response:**
1. How do you assess the severity and stage of this conflict?
2. What immediate actions do you take to prevent further escalation?
3. How do you separate the parties if needed?
4. How do you approach each party individually?
5. What de-escalation techniques do you use?
6. How do you facilitate resolution or determine if resolution isn't possible?

**Correct Answer**: Assess as high-severity conflict in entrenchment stage. Immediately separate parties, stop personal attacks, meet individually with each party to understand perspectives, use de-escalation techniques, assess if resolution is possible, facilitate discussion if both parties willing, or take protective action if not.

### 10.2. Scenario 2: Conflict Involving Marginalised Community Member

**Situation**: A marginalised community member reports experiencing discrimination from another member. The other member claims they were "just joking" and that the marginalised member is "overreacting." Other community members are dismissing the concern as "not a big deal."

**Your Response:**
1. How do you prioritise supporting the marginalised community member?
2. How do you address the discriminatory behaviour?
3. How do you handle the "just joking" defence?
4. How do you address community members dismissing the concern?
5. What educational intervention is appropriate?
6. How do you ensure community safety going forward?

**Correct Answer**: Prioritise support for marginalised member, validate their experience, address discriminatory behaviour with education about impact, explain that intent doesn't negate impact, address dismissive community responses, provide education about discrimination and community values, take protective measures, ensure ongoing safety.

### 10.3. Scenario 3: Staff-Community Member Conflict

**Situation**: A community member reports that a Team member was dismissive and rude to them during a moderation interaction. The Team member says the community member was being difficult and they were just doing their job. The community member feels their concerns weren't taken seriously.

**Your Response:**
1. How do you handle a conflict where staff are involved?
2. What recusal procedures do you follow?
3. How do you ensure fair and independent review?
4. How do you address power dynamics?
5. How do you maintain community trust?
6. What accountability measures apply?

**Correct Answer**: Ensure conflicted Team member doesn't participate in resolution, use independent Team members for review, address power dynamics explicitly, apply same community standards to Team members, provide transparent communication about process, take appropriate accountability measures, maintain community trust through fair process.

## 11. TRAINING REQUIREMENTS

This training document is part of the comprehensive mandatory training curriculum. For complete information about initial onboarding requirements, annual review requirements, training confirmation submission, and compliance policies, see [Mandatory Training Requirements](/staff/handbook#81-mandatory-training-requirements) in the Staff Handbook.

**Key Points:**
- This document must be reviewed during initial onboarding and annually thereafter
- Training confirmation must be submitted at [forms.nhcarrigan.com](https://forms.nhcarrigan.com)
- Failure to complete annual training review will result in dismissal from staff positions
- All training completions are documented in staff records for accountability, legal compliance, and quality assurance

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*This Conflict Resolution Training document is part of our comprehensive staff development programme designed to create healing-centred community conflict resolution practices. For questions about conflict resolution techniques or to report training completion, please contact leadership through designated staff channels.*

