Sometimes misunderstandings and conflict can arise in the workplace. You can work with others in your team or organisation to plan how to fix misunderstandings and conflict problems when they occur.
When difficulties in communication occur or there is a breakdown of understanding, conflict or disagreement can arise. Think carefully about what is causing the issue and how to fix it. Sometimes misunderstandings can arise from cultural differences, and sometimes they can occur for other reasons, such as an age difference or the challenges and barriers experienced by people from marginalised groups. Be sensitive and think about the best approach to use. Remember, you can always seek assistance from others in your workplace or from an external support.
There are many issues which can cause communication misunderstandings and other difficulties. It is important to be able to identify the issue first before you attempt to resolve it. Issues may relate to:
- Physical, emotional or mental health and wellbeing
- Previous experiences of trauma, discrimination and marginalisation
- Inappropriate support service provision
- Non trauma informed services
- Lack of understanding of cultural norms and expectations
- Differences between Western experiences of systems, supports and services and those of Aboriginal and Torres Strait Islander communities
- Previous experiences of negative communication and stereotypes
- Anxiety, stress, burnout and trauma
Understanding marginalised groups
Some people who are from marginalised groups may experience barriers to effective communication. People who are marginalised experience both protective and risk factors, and both sets of factors can make a difference to communication outcomes. Barriers to communication can result from risk factors, as well as physical, mental and emotional health issues and care needs.
Protective factors include transition services, accessing health care and support, engagement with education services, NDIS individualised services, development of relationships, and community engagement. These can be helpful in building communication skills and reducing barriers for clients and their families and carers.
For example, an NDIS plan can include individual support for speech pathology or a communication device to increase independence for a client in the community.
Risk factors are those which continue the cycle of marginalisation and include:
- being very young or elderly
- being a single parent who is welfare dependent
- lacking financial security
- lacking safe and affordable housing
- being long term unemployed
- experiencing homelessness or having insecure housing.
Each of these factors can limit effective communication for a person, particularly if they experience more than one. For example, a client who is a young single parent who is in insecure housing may lack the written communication skills to create an effective resume, which reduces their chance of finding employment.
Issues related to marginalised and diverse groups
Potential issues which can hinder understanding amongst marginalised and diverse groups are shown in the table below:
| Issue description | How it affects communication | What to consider with this issue |
|---|---|---|
| A client is experiencing a mental health crisis and appears to be disconnected from reality. The client does not seem to understand their surroundings or be able to respond effectively to questions or prompts. | Effective communication has broken down and verbal and written communication is not appropriate at this time. Interaction with the client needs to focus on care, support and safety for self and others, and the establishment of appropriate care in the situation. | Safety is the priority and communication with outside services is critical. |
| An Aboriginal woman does not attend an appointment time and does not respond to your text message. | Text message may be ineffective and verbal communication is not functional as the client has not attended or communicated. | Client may be attending other culturally important events or activities or have a medical or health care appointment that she does not want to discuss. |
| A letter you have sent to the address of a young woman who has experienced domestic violence is returned to you unopened. | The written communication has not been effective, and this means your message to her has not been received. | The young woman may have needed to change address suddenly or may be fearful of sharing her contact details with others as this could compromise her safety. |
| An older man insists on being present when you interview his daughter. He will not allow her to go out of his sight and will not leave you in the room alone with her. You want to ensure her right to confidentiality, but you also want to show respect for her culture and you are not sure why the man insists on being present. | You are limited in what you can say in front of the man, as you do not want to compromise client confidentiality. The communication is not effective as the conversation cannot be completed. | You may need to clarify the relationship between the older man and his daughter and establish why he wants to be in the room when you speak to her. There may be a misunderstanding about the purpose of the meeting, or a reluctance to engage with authority figures. |
Activity
Think of an example where communication may appear to break down with a client. Identify the real issue which might lie behind the communication breakdown. Discuss with a partner how this could affect the experiences of yourself and the client in the communication exchange.
Misunderstandings and communication breakdowns can occur between many different groups of people in a community services workplaces:
Issues and misunderstandings can occur when people do not understand each other’s culture or social background and needs.
Misunderstandings and issues can occur for many reasons; culture is not the only cause for conflict or issues to arise! If you think that culture or societal background may be a part of the problem if a communication breakdown occurs, it is important to identify the situation early so you can take steps to fix it.
The impacts of social and cultural diversity in a workplace can be related to:
- Previous experiences
- Current situation
- Future goals and aspirations
- Family and cultural background
- Socio-economic status
- Access to support services and protective networks
- Access to family and friends
- Engagement with others
Example
An outreach worker is visiting a client who is Aboriginal. During the conversation, he notices there are extended periods of time where no words are spoken. Although the worker is keen to keep his day on schedule and get to his next appointment, the man appears to be in no hurry. The worker worries that the client is not understanding what he is saying, and so decides he should slow down his speech rate and speak more loudly in case the man is deaf. The worker does not understand that, for this client, silence during a conversation is an expected and valued thing and it indicates that there is respect and understanding. The client is not deaf; he is merely taking time to consider what has been said and to show respect for the worker during the meeting.
Differences need to be resolved carefully and with sensitivity. Take the time to think about the possible reasons that communication breakdowns or misunderstandings might be occurring. Remember that you can always simply ask the person for advice about the best way to communicate with them and to show respect. Sometimes the simplest solution is to just ask the question. You could say, ‘Please tell me what I can do to help you join in our conversation’ or ‘What can I do differently to make this work?’
Being sensitive
Remember that some people may have previous experiences that affect their interactions with others. They may have experienced trauma or have a cultural background which is quite different to your own. They may have come to Australia recently and still feel isolated and alone, unsure of the norms and protocols around conversation and interaction with people in workplaces. They may have multiple barriers to participation and engagement, such as a disability, health condition, mental illness, or long-term homelessness or unemployment. These factors can all make a significant difference to how easily a person is able to communicate and respond.
You can show sensitivity by:
- Finding out more about the person and their characteristics and needs
- Observing what seems to work well with the person and what does not
- Using a reflection journal and careful observations to guide your professional practice
- Participating in mentoring or training activities
- Modelling the communication approach that is used by the person
- Avoiding things that you know may be misinterpreted or misunderstood
It is important that you are open to new ways of thinking and working rather than persisting with approaches that do not work well in your setting.
Keep a record of situations where there are issues that arise which may be based on cultural misunderstandings or differences, and ensure that you are able to learn from them. Talk about situations in a team meeting so that everyone can become more sensitive and informed and so there is a consistent approach to how situations are responded to in the future. Remember to respect client confidentiality at all times, and that you comply with the rights that are protected in the Australian Privacy Principles. As a worker in community services, you must act in the best interests of clients and protect their right to privacy and confidentiality at all times.
Following required frameworks and protocols
Many community services organisations work within a framework or charter that guides the work they do. This is a written document that explains the rights and responsibilities of workers and clients in the sector. Frameworks and charters can include guidelines about diversity and how to work in a way which is inclusive, respectful and equitable for everyone.
Some examples include:
- The Victorian Alcohol and Other Drugs Charter states that organisations have a responsibility to ‘provide an accessible service that takes into account individual and cultural diversity.
- The NDIS Client Service Charter lists five guiding principles, including being ‘Respectful:
- We will recognise your individual experience and acknowledge you are an expert in your own life.
- The Australian Community Work Practice Guidelines include Guideline Five - Diversity.
Activity
Visit the website for the Australian Community Workers Association and download and read the Australian Community Work Practice Guidelines and think about how you would apply these practice guidelines when working with people with disability.
Grievances and complaints
Some situations cannot be easily resolved and may instead need to be referred for consideration through more formal channels. This could mean using a grievance procedure or a formal complaints procedure.
Grievance procedures are formal processes where disputes, disagreements and conflicts between workers are resolved. Grievance procedures usually involve both parties explaining what is causing the disagreement or dispute. Try to resolve a grievance with the other person if you can. If the situation is not able to be resolved, you may need to use a mediator who can guide the conversation and help the parties reach agreement.
Complaints procedures are where a written or verbal complaint is made by a client or other person requesting resolution. Complaints are usually guided by a complaints policy and procedure which should be written and shared with anyone who is involved in the complaint. Complaints resolution usually involves talking about the situation, understanding the problem and trying to find a solution.
You should offer translated copies of grievance or complaints procedures and policies to people who do not read, write or speak English as their preferred language. This will help them to engage more effectively with the process and will ensure you are meeting their right to full access to the complaints system.
People who can help
There are usually other people and organisations that are able to help if a problem cannot be easily solved. Think about the situation and what has occurred. Decide who the most appropriate person or group might be who can help. Make contact and request assistance or seek information. Some sources of information may be online, and you should visit their website and look for guidance information or fact sheets that can help you. Some might involve face to face help, such as the use of an interpreter in a conversation or a facilitator who can guide a grievance process.
Now it's your turn
- Identify two (2) marginalised groups.
- Why have you chosen these groups?
- What barriers would they be presented with?
