Conflict Resolution and De-escalation

Conflict Resolution in the Workplace

In the Conflict Resolution in the Workplace course, participants will be empowered with the necessary skills to handle difficult situations and resolve conflicts professionally. The course aims to enhance situational awareness and provide insights into managing workplace conflicts effectively. Participants will learn to recognize warning signs indicating when de-escalation strategies are not working and the importance of pivoting to alternative approaches.

The learning objectives of the course include understanding the participant’s role in de-escalating potentially dangerous situations, improving diplomatic and tactful communication, navigating conflict complexities, remaining composed in the face of insults, prioritizing customer needs, and recognizing when de-escalation efforts are ineffective. By the course’s conclusion, individuals will be equipped to de-escalate conflicts, handle challenging situations, and contribute positively to their workplaces, enhancing both personal and professional life.

Course content covers four foundational de-escalation concepts, understanding the brain’s role in conflict resolution, and strategies such as active listening, teaming, redirecting, mirroring, and the Sullivan nod. Participants will also learn how to identify threats and understand when de-escalation tactics are no longer effective. By mastering these skills and techniques, individuals can create a harmonious work environment, improve relationships, and become valuable assets in any workplace setting.