Conflict De-Escalation: Active Listening

Knowing how to listen to others is perhaps the most important conflict de-escalation technique there is. This video will show you what active listening is, and also what it isn’t, since those examples are rather amusing. And since listening is a non-verbal skill, we also included some other non-verbal techniques in here. In fact, we packed so much stuff in this video you’ll wonder how the whole thing doesn’t explode at the end. (Answer – because we didn’t have the budget for it.) Enjoy!

Learning objectives:

• Identify multiple verbal and non-verbal skills that are useful in de-escalating most situations (and a few techniques you should avoid because of their tendency to increase tension and discord)