Key points to remember

• Although it can often be tempting to ignore conflict, it's best to deal with it as soon as you can.
  
  
• Dealing with conflict requires a number of skills including the patience to listen, a willingness to see things from different perspectives, an ability to negotiate and the focus to work to solutions.
  
  
• A positive 'we can sort it out' approach is essential.
  
  
• Be prepared that people's personal problems and difficulties will sometimes affect the way they volunteer or work. Be ready to support volunteers and staff.
  
  
• Clear organisational policies and lines of responsibility will make dealing with conflicts easier and less personal.
  
  
• It's useful to have guidelines for dealing with conflicts where an informal approach is adequate, i.e. for issues that aren't covered in existing grievance or disciplinary procedures.
  
  
• Be clear about what behaviour, standards of professionalism are expected from volunteers and staff.
  
  
• Empowering staff and volunteers to deal with conflict can be very useful and prevent situations getting out of control.
  
  
• When introducing organisational changes prepare for the fact that this could make staff and volunteers feel threatened and defensive. Involve people through consultation and be clear about what impact their input could have.
  
  
• If suggesting major changes, think about what aspects must be carried through and which aspects you can be more flexible about. Be prepared to negotiate.
  
  
• Outside neutral sources of help can provide new perspectives on apparently intractable conflicts.

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