Conflict Resolution

Resolving Communication Breakdowns: A Workshop for Volunteers

Tax-Aide National Recruitment and Outreach Committee

State Management Team Training 2025

At Pulse Center for Patient Safety Education & Advocacy (Pulse CPSEA), our mission is to create safer healthcare experiences through advocacy, education, and community-driven support. A key part of achieving this mission is fostering strong, respectful, and connected communities—including among our volunteers and supporters.



Recently, our team member, Karen Campbell from My Age In Place Advocate, presented a program on Conflict Resolution at the request of AARP Tax-Aide senior committee members. As a volunteer with AARP Tax-Aide, Karen focused on practical tools to strengthen relationships and build trust. In this newsletter, we will share the four core areas covered in her presentation—Awareness, Empathy, Ownership, and Restoration—along with strategies that can be applied in both caregiving and everyday life.

Awareness

The first step in resolving conflict is building self-awareness. This means understanding our thoughts, feelings, and triggers before we respond. By becoming more mindful of our reactions, we can choose thoughtful responses rather than acting on impulse.

Tools for Awareness:

• Use “I-statements”: Express your feelings without blame.

• Example: “I feel upset when plans change suddenly because I had prepared my schedule. I would appreciate a heads-up next time.”

• Pause and breathe: When you feel tension rising, take a deep breath before responding.

• Check assumptions: Ask yourself if you have all the information before reacting.

• Reflect quietly: Journaling or reflecting after difficult conversations can help identify patterns and areas for growth.

By staying aware of our own emotions, we create the foundation for clearer and healthier communication.

Empathy

Once we understand ourselves, the next step is to understand others. Empathy means listening with the intent to truly hear and understand the other person’s perspective.

Tools for Empathy:

• Practice active listening: Give full attention and reflect back what you hear.

• Example: “It sounds like you’re frustrated because the schedule changed unexpectedly. Is that right?”

• Ask open-ended questions: Invite the other person to share more.

• Example: “Can you tell me more about what happened?”

• Be open-minded: Avoid judging or assuming intentions.

Empathy allows others to feel heard, which is essential to de-escalating conflicts and building trust.

Ownership

Ownership is about taking responsibility for our part in a conflict. This step builds accountability and demonstrates respect.

Tools for Ownership:

• Acknowledge your role:

• Example: “I realize I was short with you earlier, and I’m sorry. I was feeling stressed.”

• Admit mistakes: If you were wrong, say so directly.

• State your needs clearly: Setting boundaries with kindness helps everyone understand expectations.

When we own our actions and communicate with honesty, we help create an environment where others feel safe to do the same.

Restoration

Finally, we focus on restoration—repairing trust and strengthening relationships after a disagreement. Conflicts can actually deepen connections when approached constructively.

Tools for Restoration:

• Offer sincere apologies: “I’m sorry for interrupting; I didn’t mean to dismiss your idea.”

• Clarify intent: “I realize what I said came out wrong. I’d like to explain what I meant.”

• Reaffirm the relationship: “I value our teamwork and want to move forward together.”

• Set future agreements: Agree on better ways to communicate or collaborate going forward.

Restoration shows that we value the relationship more than “winning” the disagreement.

Reflect and Grow

Here are some questions to ask yourself as you practice these skills:

• What kinds of situations trigger strong emotions for you, and how do you usually respond?

• Do you truly listen to understand, or do you sometimes focus on what you will say next?

• How often do you use “I-statements” to express your feelings?

• Do you prioritize being right over understanding the other person’s point of view?

Remember, the goal isn’t perfection but progress. Small changes—like pausing before responding or asking one more question—can transform how we handle challenges.

At Pulse CPSEA, we believe that strong, respectful relationships are essential to building safer healthcare systems and communities. Each one of us can turn conflicts into opportunities for growth, connection, and positive change.



Thank you for your commitment to fostering a culture of respect and empathy. Your dedication strengthens our community and helps us advance our mission every day.

With gratitude,

Karen Campbell, AARP Foundation, Tax-Aide Volunteer, Client Facilitator (CF), Partnership & Communication Specialist (PCS) NY2, and NROC Committee Member