Summary
- From time to time there may be problems between a person with support needs and a support worker or a service provider. You may have to deal with a situation that occurs due to a social or cultural difference. It is important to know how to resolve these situations effectively.
- There are many issues that may cause misunderstandings or difficulties. The first step in resolving the situation is to identify the problem.
- Where there is a difficulty, always consider the impact of social and cultural diversity. There are six patterns of difference that affect all service situations.
- Areas of potential misunderstanding include diet, sharing, behaviour, religion, trust, privacy and nudity, and the care plan.
- It can be difficult to address misunderstandings due to social and cultural differences without resorting to stereotypes. It is better to acknowledge the diversity and try and talk about the differences. Also, take the situation as an opportunity to improve your communication skills.
- To resolve a difference, never assume that one way is right or that the other person is on the wrong track. Listen actively and empathetically and try and put yourself in the other person’s shoes.
- You might like to use a four step problem-solving approach: define the problem; identify the cause; suggest solutions; and check that the problem has been resolved.
- If your workplace has an inclusive code of practice, then all employees will be able to operate within an agreed framework of understanding. Such a code should include guidelines on professional and ethical behaviour, rights of people with support needs, empathy, flexibility and taking turns.
- It may be beneficial to ask a mediator to organise and run a meeting between you and the other person involved. It is their job to make sure that all parties have a chance to speak and be heard.
- If the situation can’t be resolved, you should follow the policy and procedures for dealing with complaints in your workplace. The policy is often called a grievance policy.
- Some situations will be outside your authority and the limitations of your job description. In this case, you may need to enlist the help of another person to resolve the issue.
