Conflict policy
1. Purpose
This policy provides a constructive, psychologically informed framework for conflict in therapeutic relationships, workplaces, training, groups and stakeholder interactions. It supports self-awareness, learning and healthier relationships while setting clear safety and behaviour expectations.
2. Scope
This policy applies to employees, contractors, students, clients, visitors and stakeholders. It covers therapeutic, relational, workplace and process conflict. Complaints, discrimination, violence, abuse, safeguarding and conflicts of interest also engage the relevant specialised SSAH policy and legal process.
3. Principles
Conflict is human. Differences in needs, values and expectations are common and can support learning when handled well.
Safety first. No person is required to engage directly, mediate or reconcile where this would be unsafe, coercive or inappropriate.
Curiosity and accountability. People are encouraged to describe experience, reflect on impact, regulate emotion and take responsibility for behaviour.
Power awareness. Responses consider professional authority, dependency, culture, disability and other power differences.
Timely support. Conflict is acknowledged early and escalated when direct resolution is not safe or effective.
4. Definitions
Conflict: a difference in opinions, needs, desires, values or expectations that creates tension or disagreement.
Therapeutic conflict: conflict within a therapeutic relationship, including differences in communication, values, goals, boundaries or expectations.
Relational conflict: interpersonal conflict between colleagues, clients or stakeholders involving differing perspectives or incompatible needs.
Psychological safety: conditions in which a person can raise ideas, feelings, mistakes or concerns without humiliation or retaliation, while remaining accountable for respectful conduct.
5. Legal, ethical and professional framework
SSAH applies this policy consistently with the following requirements, where relevant:
Work Health and Safety Act 2011 (NSW) and Occupational Health and Safety Act 2004 (Vic), where applicable.
Equal Opportunity Act 2010 (Vic) and applicable federal or New South Wales anti-discrimination law.
Health Complaints Act 2016 (Vic) and the General Code of Conduct for general health service providers.
AASW Code of Ethics 2020 and current AASW Practice Standards.
SSAH Complaints Policy, Conflict of Interest Policy, Cultural Safety Policy and Equal Opportunity and Access Policy.
6. Conflict in therapeutic relationships
Clinicians should recognise their own relational patterns, remain emotionally regulated and curious, and explore disagreement without making the client responsible for the clinician's feelings. Conflict may be used to understand relational dynamics and support healthier engagement, but the client's consent, goals, vulnerability and right to complain or change providers must be respected.
7. Training, facilitation and supervision
SSAH supports learning in emotional regulation, self-awareness, communication and conflict resolution. Facilitators and supervisors model respectful practice, provide feedback, identify power and safety issues, and help decide whether direct conversation, mediation, role change or external support is appropriate.
8. Conflict management process
Acknowledge the conflict promptly and assess immediate physical, psychological, cultural, privacy and safeguarding risk.
If safe, describe the experience and impact without assumptions or judgement, listen to each perspective and clarify needs or expectations.
Reflect on power, contribution, emotional regulation, desired outcome and whether repair, boundary clarification or another response is needed.
Agree practical actions, responsibilities, communication boundaries and follow-up. Document the matter where it affects care, work, safety or organisational decisions.
Seek a supervisor or the Director, SSAH if direct resolution is unsafe, unsuccessful or affected by a power imbalance or conflict of interest.
Use mediation or external professional support only with informed agreement and where appropriate. Move to a complaint, disciplinary, incident, safeguarding or legal process when required.
9. Unacceptable conduct and urgent escalation
Threats, violence, abuse, stalking, intimidation, sexual misconduct, discrimination, vilification, retaliation and serious boundary breaches are not treated merely as interpersonal differences. SSAH may pause contact, set safety conditions, change or terminate services or employment, contact emergency services, notify a regulator or take other lawful protective action.
10. Compliance
People within scope are expected to engage respectfully and comply with agreed safety measures. Non-compliance may lead to supervision, training, mediation, changed duties, disciplinary action or termination of employment, engagement or services, depending on seriousness, safety, legal duties and procedural fairness.
References
Occupational Health and Safety Act 2004 (Vic). https://www.legislation.vic.gov.au/in-force/acts/occupational-health-and-safety-act-2004
Work Health and Safety Act 2011 (NSW). https://legislation.nsw.gov.au/view/html/inforce/current/act-2011-010
Health Complaints Commissioner Victoria. General Code of Conduct for general health service providers. https://hcc.vic.gov.au/providers/general-health-service-providers-code-conduct
Australian Association of Social Workers. Code of Ethics 2020. https://www.aasw.asn.au/about-aasw/ethics-standards/code-of-ethics/
Document contact
For questions or concerns about conflict, safety or this policy, contact the Director, SSAH on 0435 005 669 or hello@socialsense.com.au. Correspondence may also be sent to PO Box 212, Brunswick VIC 3056.