Customer Service

Conflict De-escalation: How to Respond when Emotions Run High

Course Code: 2264

Stressful situations escalate rapidly when not addressed with care. How do you help colleagues manage anger, grief, and confusion? How do you move toward resolution in the face of strong emotions? In this 4-hour training we will look at tools to prevent escalation and promote collaborative conflict resolution under pressure. Participants will gain practical skills in emotional regulation and effective communication in high stress situations. You’ll learn to deal with difficult behaviors while having fun participating in our community building exercises! The Dispute Resolution Center of Thurston County has provided facilitation, communication, and conflict-resolution training for over 30 years. Our vision helps create a thriving and peaceful community where individuals actively use effective and respectful communication skills to live, work, and play together. 

Performance Objectives: Upon completion of this course, you should be able to:

  • Identify what underlying values strong emotions are signaling
  • Use communication skills to manage strong emotions in a dialogue
  • Offer your experience with managing emotions.

Competencies Covered: Empathy, effective strategies, theory of conflict, culture awareness and self-management strategies