Crisis Management and Conflict Resolution
Expert-defined terms from the Postgraduate Certificate in Social Work Leadership course at London School of Business and Administration. Free to read, free to share, paired with a professional course.
Active Listening – A communication technique that involves fully concentr… #
Related terms: empathy, reflective practice, verbal mirroring. Example: A social worker repeats a client’s concern about housing instability to confirm understanding. Practical application: improves trust and uncovers underlying issues during crisis assessments. Challenges: requires managing personal biases and avoiding premature advice‑giving.
Advocacy – The act of supporting or arguing for the rights and needs of i… #
Related terms: empowerment, policy influence, client representation. Example: Intervening with local authorities to secure emergency shelter for a family displaced by flooding. Practical application: integrates with crisis management plans to ensure resources are allocated fairly. Challenges: balancing professional boundaries with activist roles.
Altruism – Self‑less concern for the welfare of others, often motivating… #
Related terms: compassion fatigue, professional ethics, intrinsic motivation. Example: Volunteering extra hours during a community disaster response. Practical application: fuels commitment in high‑stress conflict resolution scenarios. Challenges: risk of burnout if not coupled with self‑care strategies.
Assessment – Systematic collection and analysis of information to determi… #
Related terms: risk assessment, needs analysis, situational appraisal. Example: Conducting a rapid psychosocial assessment of residents after a house fire. Practical application: guides allocation of resources and prioritisation of interventions. Challenges: time constraints and limited access to reliable data.
Bias – Preconceived notions or attitudes that affect judgement and decisi… #
Related terms: cultural competence, implicit bias, ethical practice. Example: Assuming a particular demographic group is less likely to engage in conflict resolution without evidence. Practical application: regular reflective supervision to identify and mitigate bias. Challenges: unconscious nature of many biases makes them difficult to detect.
Boundary Management – The process of establishing, maintaining, and negot… #
Related terms: dual relationships, role clarity, ethical standards. Example: Declining to provide personal financial assistance to a client while offering referral to appropriate services. Practical application: protects both client and practitioner during intense crisis work. Challenges: emotional intensity of conflict can blur boundaries.
Case Management – Coordinated planning and delivery of services to meet a… #
Related terms: interdisciplinary collaboration, service linkage, care planning. Example: Linking a family experiencing domestic violence with shelter, legal aid, and counseling. Practical application: centralises information to streamline crisis response. Challenges: limited resources and inter‑agency communication gaps.
Case Review – Structured evaluation of a client’s progress, interventions… #
Related terms: supervision, outcome measurement, quality assurance. Example: Monthly multidisciplinary meetings reviewing the status of a community evacuation plan. Practical application: ensures accountability and continuous improvement. Challenges: maintaining objectivity and timely documentation.
Crisis Communication – The strategic exchange of information before, duri… #
Related terms: media relations, stakeholder messaging, transparency. Example: Issuing clear evacuation instructions via text alerts during a flood warning. Practical application: reduces panic and facilitates coordinated action. Challenges: misinformation spread and language barriers.
Crisis Intervention – Immediate, short‑term assistance aimed at stabilisi… #
Related terms: de‑escalation, emergency response, psychological first aid. Example: Providing on‑site counseling to survivors of a violent incident. Practical application: buys time for longer‑term support services. Challenges: distinguishing between acute and chronic needs under pressure.
Crisis Management Plan – A documented framework outlining roles, responsi… #
Related terms: business continuity, contingency planning, risk mitigation. Example: A social services department’s protocol for rapid deployment of outreach teams after a tornado. Practical application: provides a clear roadmap for staff during chaotic periods. Challenges: keeping the plan current and ensuring staff familiarity.
De‑escalation – Techniques used to reduce the intensity of a conflict or… #
Related terms: conflict resolution, verbal persuasion, safety protocols. Example: Using a calm tone and open‑ended questions to calm an agitated client threatening self‑harm. Practical application: prevents violence and creates space for problem‑solving. Challenges: requires skillful timing and cultural sensitivity.
Decision‑Making Model – Structured approach to selecting a course of acti… #
Related terms: rational choice, collaborative decision‑making, ethical frameworks. Example: Applying the “pros‑cons‑values” matrix to choose between relocating a community versus rebuilding in place. Practical application: clarifies reasoning and enhances stakeholder buy‑in. Challenges: limited data and high‑stakes pressure can impair objectivity.
Feedback Loop – Mechanism for receiving, analysing, and responding to inf… #
Related terms: monitoring and evaluation, continuous improvement, outcome tracking. Example: Collecting client satisfaction surveys after a crisis outreach session and adjusting protocols accordingly. Practical application: enhances responsiveness of services. Challenges: feedback may be delayed or incomplete in emergency contexts.
Force Field Analysis – A diagnostic tool that identifies forces supportin… #
Related terms: change management, stakeholder analysis, SWOT. Example: Mapping community support and opposition to a new housing scheme after a disaster. Practical application: helps anticipate barriers to conflict resolution. Challenges: accurately weighting forces can be subjective.
Grievance Procedure – Formal process for lodging, investigating, and reso… #
Related terms: dispute resolution, policy compliance, mediation. Example: An employee files a grievance concerning unsafe working conditions during a crisis response. Practical application: provides a structured avenue for addressing conflicts. Challenges: procedural delays can exacerbate tensions.
Human Rights Framework – Set of principles that ensure dignity, equality,… #
Related terms: social justice, anti‑discrimination, legal obligations. Example: Ensuring that emergency shelters do not discriminate based on gender or ethnicity. Practical application: aligns crisis interventions with international standards. Challenges: navigating conflicting cultural norms and resource limitations.
Incident Reporting – Documentation of events, actions, and outcomes relat… #
Related terms: risk documentation, audit trail, compliance. Example: Recording details of a violent altercation at a community centre for later review. Practical application: creates a factual basis for analysis and improvement. Challenges: ensuring accuracy under stressful conditions.
Intervention Strategies – Planned actions designed to address identified… #
Related terms: evidence‑based practice, program design, tactical response. Example: Deploying mobile mental health units to a flood‑affected region. Practical application: aligns resources with targeted outcomes. Challenges: adapting strategies to rapidly changing circumstances.
Negotiation – A collaborative process where parties seek to reach an agre… #
Related terms: bargaining, compromise, interest‑based negotiation. Example: Discussing resource allocation between two NGOs competing for limited emergency funding. Practical application: fosters cooperative solutions in resource‑scarce environments. Challenges: power imbalances and entrenched positions can stall progress.
Power Dynamics – The ways in which authority, influence, and control are… #
Related terms: hierarchy, empowerment, stakeholder analysis. Example: Recognising that senior managers hold decision‑making power that can marginalise frontline workers’ insights. Practical application: informs equitable conflict‑resolution approaches. Challenges: unacknowledged power can perpetuate inequities.
Preparedness Training – Educational programmes that equip practitioners w… #
Related terms: drills, competency development, scenario planning. Example: Simulated evacuation exercises for social work teams. Practical application: builds confidence and reduces response times. Challenges: training fatigue and limited funding.
Procedural Justice – Perception that processes are fair, transparent, and… #
Related terms: legitimacy, fairness, trust. Example: Clearly communicating the steps of a relocation decision to a displaced community. Practical application: enhances compliance and reduces resistance. Challenges: balancing speed with thoroughness in emergencies.
Psychological First Aid (PFA) – Immediate support aimed at reducing initi… #
Related terms: crisis counseling, trauma‑informed care, resilience building. Example: Providing a calm presence and practical information to survivors after a mass shooting. Practical application: stabilises emotional reactions and connects individuals to further help. Challenges: ensuring responders are adequately trained and do not overstep their scope.
Referral Pathways – Defined routes through which clients are directed to… #
Related terms: service linkage, network mapping, continuity of care. Example: Sending a client experiencing intimate partner violence to a specialised advocacy agency. Practical application: streamlines access to needed resources during crises. Challenges: broken links and duplication of effort can delay assistance.
Resilience – The ability of individuals, families, or systems to recover… #
Related terms: coping strategies, post‑traumatic growth, adaptive capacity. Example: A community rebuilding stronger social networks after a wildfire. Practical application: informs capacity‑building components of crisis plans. Challenges: over‑emphasis on resilience may overlook systemic inequities.
Risk Assessment – Process of identifying, analysing, and prioritising pot… #
Related terms: vulnerability analysis, threat identification, safety planning. Example: Evaluating the likelihood of secondary flooding after a levee breach. Practical application: guides allocation of protective measures. Challenges: incomplete data and unpredictable variables complicate forecasting.
Safety Planning – Development of actionable steps to protect individuals… #
Related terms: personal security, emergency protocols, protective orders. Example: Creating a step‑by‑step escape route for a client threatened by an abusive partner. Practical application: empowers clients with concrete measures. Challenges: ensuring plans are realistic and regularly updated.
Stakeholder Analysis – Identification and examination of individuals or g… #
Related terms: power mapping, interest‑influence matrix, engagement strategy. Example: Mapping local government, NGOs, and resident associations in a flood response. Practical application: informs inclusive decision‑making and resource distribution. Challenges: hidden stakeholders may be overlooked, leading to gaps.
Strategic Planning – Long‑term process of setting goals, determining acti… #
Related terms: visioning, mission alignment, performance indicators. Example: Crafting a five‑year community resilience plan post‑earthquake. Practical application: aligns crisis management with broader organisational objectives. Challenges: balancing immediate response needs with future preparedness.
Trauma‑Informed Practice – Approach that recognises the pervasive impact… #
Related terms: safety, empowerment, cultural humility. Example: Using calm lighting and private spaces for interviews with survivors of domestic violence. Practical application: reduces re‑traumatisation during crisis interventions. Challenges: requires extensive staff training and systemic change.
Turnaround Time – The period between the identification of a crisis and t… #
Related terms: response latency, service delivery speed, efficiency metrics. Example: Measuring the hours taken to dispatch a rapid response team after a shelter fire. Practical application: benchmarks performance and identifies bottlenecks. Challenges: external factors such as transport disruptions can extend timelines.
Victim‑Offender Mediation (VOM) – Structured dialogue between a victim an… #
Related terms: restorative justice, conflict resolution, reconciliation. Example: A mediator guides a conversation between a teenager who vandalised a community centre and the centre’s manager. Practical application: can repair relationships and reduce recidivism. Challenges: safety concerns and power imbalances must be carefully managed.
Waterfall Model (Crisis Response) – Linear sequence of phases (prevention… #
Related terms: lifecycle approach, phased planning, operational sequencing. Example: Following a step‑by‑step protocol from risk identification to post‑disaster evaluation. Practical application: provides clear progression for teams. Challenges: rigidity may hinder adaptation to unexpected developments.
Whistle‑Blowing Policy – Formal mechanism that protects individuals who r… #
Related terms: ethical compliance, protection statutes, organizational transparency. Example: An employee reports misuse of emergency funds during a disaster relief operation. Practical application: encourages accountability and early detection of conflicts. Challenges: fear of retaliation can suppress reporting.
Yield Management (Resource Allocation) – Optimising the use of limited re… #
Related terms: capacity planning, triage, demand forecasting. Example: Reserving a certain number of beds for high‑risk families during a pandemic surge. Practical application: maximises impact of scarce assets. Challenges: inaccurate forecasts may lead to shortages or waste.
Zero‑Tolerance Policy (Violence) – Organizational stance that any form of… #
Related terms: safeguarding, disciplinary action, organizational safety. Example: Immediate suspension of staff involved in physical altercations during a crisis debrief. Practical application: reinforces a safe working environment. Challenges: enforcing consistently while respecting due process.