De-Escalation in the Workplace: De-Escalating Conflict
Learning objectives
- Explain how stress and emotional reactions influence behavior during workplace conflict.
- Demonstrate techniques for regulating themselves during escalating conversations.
- Apply active listening and perspective-shifting strategies to reduce defensiveness and restore productive dialogue.
- Evaluate appropriate next steps to prevent further escalation, including when to involve a manager or HR.
Course overview
Workplace conflict escalates quickly when stress hormones override clear thinking, but a handful of practical techniques can pull a tense conversation back toward resolution. Employees should recognize their own physical and emotional warning signs, apply active listening and perspective-shifting to defuse defensiveness, and be able to identify when a situation calls for a manager or HR to step in.
The individuals involved in the development and promotion of this course do not receive any compensation or financial benefits outside of their regular employment for their work on this course.
- 7 minutes
- Format: Video
- Tier: 1
- Course ID: 16986
English
Course Outline
- Understanding Conflict and Its Triggers
- The Role of Stress and Other Emotions
- Step 1: Self-Regulation
- Step 2: Active Listening
- Step 3: Perspective Shifting and Empathy
- Step 4: Responding With Intention
- Step 5: Determining Next Steps