Focus Group Findings | Tools For Peaceful D

Methodology

To answer the research question, can dialogue be used by social workers with their clients to de-escalate conflict in everyday conversation, a focus group was facilitated. A focus group was chosen as they are useful for bringing together homogeneous groups of participants, in this case social workers, with relevant expertise and experiences on a given topic which they can share detailed information (Busetto et al., 2020; O.Nyumba et al., 2018). Invitations were sent to two behavioral health organizations as well as Psychology Today, a publicly available online source for social workers, licensed clinical social workers (LCSW) and licensed professional counselors (LPC). Of the group, 44 percent were case managers, 34 percent were LCSWs and 22 percent were LPCs. The focus group was conducted via Zoom with pseudonyms that were used to ensure confidentiality. A funnel approach was used as a way to build rapport, encourage conversation and gather more information. A funnel approach involves asking broad open-ended questions before gradually introducing more narrowly focused open-ended questions (Rosala & Moran, 2022). The benefit of using this approach is to avoid influencing the answers of the participants with leading questions (Rosala & Moran, 2022). The initial question asked was what approach they use for clients who have trouble communicating when they experience conflict. From there, the discussion narrowed to more specific examples, if the approach worked and finally a review of each of the activities in the tool kit. The goal of the review of activities was to determine effectiveness, use in their practice and any suggestions for change.

Findings

A thematic analysis was applied to the transcript of the focus group. Thematic analysis identifies, analyses and describes patterns in data (Alfsen et al., 2015). This is a pragmatic methodology that is beneficial for this type of study because it is exploratory in nature (Alfsen et al., 2015). There was consensus among the group that they had seen an uptick in anger and anxiety their clients have been feeling in the past year and specifically in the past few months. This was attributed to the uncertainty in the world around them. Participant 1 said approaches used for clients who have difficulty communicating when faced with conflict included using I statements and being self-aware of the body’s response, such as a racing heart, shallow breathing or swirling thoughts, while Participant 8 said they validated the feelings the client was having. These approaches all focused on specific situations. There was not a comprehensive modality to improve how a client deals with conflict by understanding the other person’s point of view. The success of these approaches varied by client, but overall, the consensus was there was not sustained improvement.

The principles of dialogue activities were well received and found to be useful, relevant and straightforward. Each principle was reviewed for its effectiveness, use and any suggestions for change. Principle one, attitude was found to be useful and straightforward as reported by Participants 1 and 8. Participant 8 commented Principle two, safe spaces allowed the communication process to unfold, while at the same time having a sense of control and boundaries, which they felt was important. Participant 1 felt Principle three, inclusion, was found to be helpful to raise mindfulness of the other. Participants 5 and 8 both felt it normalized feelings of being uncomfortable and also had ties to multiculturalism. Participants 1 and 4 both liked the fact that Principle four, listening, was a reminder that listening takes work, it is an effort and there is a focus on the regulation of emotions while listening. Participants 8 found Principle five, shared experiences, and was found to be helpful in reminding clients they are not alone in their struggles, we are all in it together. Participant 5 like the role-playing activity in principle six, asking questions. They found it to be extremely effective to help in understanding the others’ point of view. Participant 1 felt this would be useful navigating conflict between parents and children. They can agree to disagree. Principle seven, difficult topics, was found favorable as it pulled together all of the previous principles into an activity to be done as homework. Participants 5, 6 and 8 commented that homework was an effective tool. Principle eight, contribute to forgiveness and reconciliation was also found to be useful. Participant 8 found the acknowledgement that this principle takes time and reflection helpful.

Overall, there was consensus the activities allowed for the recognition we all have our biases, and that is okay. It removes discomfort shaming that makes people defensive if they do not automatically accept a new idea or concept. The group agreed that the tools normalized learning how to listen and that sharing an experience from another’s point of view can be difficult. There was unison that the feeling of being judged unfairly at times is universal and something we can all relate to. Also agreed upon was using evidence to unpack how a person’s belief system is formed as a helpful way to take emotions out of a situation and look more rationally at the overall picture. The idea of agreeing to disagree, or more specifically not focusing on winning or losing, just understanding was appealing.

Discussion

This focus group confirmed there is not a comprehensive modality the group used when working with a client who is having difficulty communicating when dealing with conflict. Instead, they rely on various coping skills that range from I statements, breathing techniques and validation of feelings. The tool kit was well received, with positive comments around each principle. The group felt it would be a helpful modality when working with clients.

These findings are important because it provides evidence that dialogue can be a tool used by social workers, or anyone working in the human rights arena, as a way to decrease conflict. The previously mentioned increase in hate crimes against marginalized population coupled (Abramowitz & McCoy, 2018; Esposito, 2011; Kleinfeld, 2021; Oladipo, 2023) with the increase in segregated cities (Miles & Shinew, 2022) decreases opportunities to communicate in a meaningful way. By 2045 the United State will be majority nonwhite for the first time in its history (University of San Diego Kroc School & Walter, 2024). With this shift, it is more important than ever for us to be able to coexist in a respectful way.

Dialogue is more than just communication skills. It is about treating all with respect, openness and curiosity. Approaching conversations with an attitude of openness makes building relationships easier, allows one to gain better insight into other’s thoughts and change one’s own behavior. Even during difficult conversations all meet as equals, with respect and empathy being shown (Borhan, 2023).

Dialogue provides an opportunity to put difficult topics on the table. It helps to build bridges both on an individual and national level (Borhan, 2023). In today’s world of echo chambers, polarization and entrenched views, difficult conversation gets squashed because people are too afraid to share their opinion or challenge the groups’ attitude (Choi et al., 2020; Cinelli et al., 2021; Diaz Ruiz & Nilsson, 2022). Conflicting views are avoided, and the group’s belief is strengthened (Kashima et al., 2021; Phillips & Milner, 2021; Törnberg & Törnberg, 2022). Dialogue allows for constructive criticism in the form of questions that permits all to express their opinion (Borhan, 2023).

Limitations

This was a small focus group of four practitioners. Further research should be conducted on a larger scale to gather more data. It would be recommended to broaden the participants to include anyone working in the human rights arena. This might include directors of nonprofits, lawyers, or even police officers. The focus group was conducted via Zoom for ease of participants. It would be recommended that future focus groups be conducted in person to allow for an easier read of the tool kit.

Implications

Although this was a small study, the results were promising. The group found the tool kit to be relevant and straightforward. Further research should be undertaken with a larger group that follows the participants through the entire dialogue process of all eight principles to determine if dialogue can be used by social workers or anyone working in the human rights arena to de-escalate conflict in everyday conversation. As a society we are becoming more angry and violent, especially against marginalized populations (Abramowitz & McCoy, 2018; Esposito, 2011; Kleinfeld, 2021; Oladipo, 2023). Dialogue can be used to reduce echo chambers, hate speech and hostile expressions of opinion while increasing understanding and respect in communications, both private and public (Borhan, 2023; (Choi et al., 2020; Cinelli et al., 2021; Diaz Ruiz & Nilsson, 2022).

Implications