In this course, you will gain the essential skills to navigate conflict and provide support to individuals during difficult situations. By effectively managing your own triggers, you will be able to focus on the bigger picture. Additionally, you will learn how to allocate responsibilities and problem-solve conflict scenarios to choose the most suitable resolution strategy. You will leave this course equipped with the tools to steer clear of arguments, insults, and other distractions, while actively working towards positive problem-solving.

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

• Identify your triggers.
• Use a four-step verbal de-escalation process.
• Communicate in crisis situations.
• Engage in self-care.
• Recognize signs of conflict escalation.

Intended Audience: All audiences.