When Tempers Flare: Conflict De-Escalation Techniques On-Site Training

This LIVE, instructor-led workshop provides you with proven strategies for maintaining control during intense interactions.

Course Description/Agenda

Conflict in the workplace in one thing, but what happens when heightened emotions cloud judgement or hamper a person’s ability to think clearly? Or when a conflict spirals out of control — what then? Do you know what to say and what actions are needed to defuse an intense situation before it gets out of hand?

When Tempers Flare: Conflict De-Escalation Techniques can help. This LIVE, instructor-led workshop provides you with proven strategies for maintaining control during intense interactions. Discover what warning signs to watch for, what words you should avoid and what actions you should or shouldn’t take.

Knowing how to approach tense situations with less fear and the right words is key to maintaining the work relationships so vital to productivity and a healthy workplace.

What You Will Learn

Defuse heated situations before they get out of hand
Recognize the warning signs of a potential crisis situation
Respond appropriately to the different stages of escalating conflict
Know what words you should or shouldn’t say
Mediate tense situations between third parties

Workshop Agenda

Program time: 2 hours

What Happens When Conflict Escalates?

Explore possible underlying reasons for extreme reactions
Discuss how the brain works to regulate emotion
Identify stages of the escalation cycle
List the 3 steps of de-escalation

Your Role in De-Escalating Conflict

Control your emotional responses during heated situations
Practice rational detachment to prevent overreacting
Use the escalation cycle as a guide for how to respond appropriately to intensifying conflict
Apply verbal and nonverbal techniques that show support while defusing emotional interactions
Implement physical tactics to protect yourself and others during altercations
Avoid triggers that fuel emotional responses
Know what to do when de-escalation is not working