Conflict Resolution and
De-escalation Training
Embedded Files
Participants build skills for addressing disagreements directly, lowering tension in heated moments, and working toward solutions both sides can live with, without avoiding the problem or making it worse.
Conflict Resolution
Handling Disagreements Before They Grow
Why it matters
Most workplace conflict doesn't start big. It starts as a missed handoff, a sharp email, or a comment that lands wrong, and it grows when no one knows how to address it. Avoiding conflict lets resentment build, while handling it badly can turn a disagreement into a crisis. This training gives people a calm, repeatable way to step into tension, lower the temperature, and move toward a solution.
What participants
will explore
Common sources of workplace conflict, from unclear roles to different communication styles
What happens in the body and brain during a heated moment, and why logic alone doesn't calm things down
De-escalation basics: tone, pacing, body language, and words that lower tension
The difference between positions (what people say they want) and interests (what they actually need)
When to address conflict directly, when to bring in a third party, and when to escalate
What participants leave with
A step-by-step approach for starting a conflict conversation
Phrases for calming a heated exchange without dismissing the other person
A simple tool for finding common ground and agreeing on next steps
Practice through realistic workplace scenarios, including coworker and customer conflict
Best for: Supervisors, team leads, HR professionals, and anyone managing coworker or customer conflict.
Formats: Available as a half-day or full-day workshop, with timing customized to your team. Delivered in person, virtually, or in a hybrid format. Based in Birmingham, Alabama, we travel to organizations across the country and deliver virtually anywhere.
Related trainings: Difficult Conversations · Handling Difficult Customers · Emotional Regulation at Work
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