Conflict Resolution Course Guidance Manual - Wirral University ...

Worried about his imminent lack of support, Jane, the Community Psychiatric Nurse, who covered
the practice, wrote a brief note referring him to the Drug Support Team.
Upon receiving the note, Tom asked Anne to take the referral.
Prior to making a home visit, Anne casually mentioned the referral to her colleague Steve, Who
incidentally knew the family well, laughing; Steve suggested that she might find the visit a 'lively one!'
Having no information, which suggested particular difficulties and not wanting to appear anxious or
over concerned, Anne said nothing.
During the interview Phil became evasive about many aspects of his social history.
Concerned to undertake a competent first assessment, Anne persisted in her questioning although
Phil was clearly becoming agitated.
As Anne continued to question Phil, he became increasingly verbally abusive until, losing control
completely he picked up a large glass ashtray, and with considerable force struck Anne across the
face with it.
WHO IS TO BLAME
THE CONFLICT RESOLUTION MODEL
PERSON’S
BEHAVIOUR
IMPACT
FACTORS
REASONABLE
RESPONSE
OPTIONS
RESPONSE
OPTIONS
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