Communication, Conflict Resolution and De-escalation

You will learn to tell apart sending, understanding and agreeing, and to check which one went wrong before you repeat yourself.

1. Communication as a two-way process1 h 15 min
2. Meaning, context and the many kinds of noise1 h 15 min
3. Feedback, misunderstanding and conversational repair1 h 15 min
4. Ethical communication, credibility and responsibility1 h 15 min

You will learn to separate what you saw from the story you told about it, and to ask about culture and power without stereotyping.

1. Observation, inference and attribution1 h 15 min
2. Bias, uncertainty and checking assumptions1 h 15 min
3. Identity, face, status and power in conversation1 h 15 min
4. Culture and difference without stereotypes1 h 15 min

You will learn to turn vague requests into clear ones and to say no or set a limit without a threat.

1. Concrete language, ambiguity and shared definitions1 h 15 min
2. Framing a message around a clear request1 h 15 min
3. Persuasion, evidence and ethical influence1 h 15 min
4. Assertiveness, boundaries and saying no1 h 15 min

You will learn to listen, reflect, ask useful questions and summarize so the other person can correct you.

1. Attention, listening barriers and a useful pause1 h 15 min
2. Reflection, validation and empathy without agreement1 h 15 min
3. Open, closed and follow-up questions1 h 15 min
4. Summaries, feedback and checking understanding1 h 15 min

You will learn to use your voice and body clearly, read other people's signals cautiously, and make communication accessible.

1. Tone, pace, volume and vocal meaning1 h 15 min
2. Posture, gaze, gestures and personal space1 h 15 min
3. Nonverbal ambiguity, congruence and cultural context1 h 15 min
4. Language access, disability and communication choices1 h 15 min

You will learn what stress does to attention and a few voluntary ways to slow your own response.

1. Emotion, stress and attention under pressure1 h 15 min
2. Triggers, unmet needs and early self-awareness1 h 15 min
3. Pauses, grounding and regulating your response1 h 15 min
4. Supporting regulation without controlling another person1 h 15 min

You will learn to name what a conflict is about, spot escalation, and decide whether to talk, pause, leave or get help.

1. Conflict types, positions, interests and needs1 h 15 min
2. Escalation cycles and the role of interpretation1 h 15 min
3. Conflict styles and context-sensitive choices1 h 15 min
4. Assessing whether to engage, pause, leave or get help1 h 15 min

You will learn what to say when a conversation is heating up: how to open, acknowledge, set a limit and end it.

1. Opening an escalating conversation safely1 h 15 min
2. Acknowledgment, clear language, time and choices1 h 15 min
3. Stating consequences you are actually allowed to enforce1 h 15 min
4. Reassessing, ending the exchange and requesting support1 h 15 min

You will learn to notice exits, give people room, and leave without contact when talking stops being safe.

1. Personal space, exits and environmental awareness1 h 15 min
2. Hands, posture, angle and a nonthreatening presence1 h 15 min
3. Boundary movement, barriers and safe withdrawal1 h 15 min
4. When contact or imminent violence ends the conversation1 h 15 min

You will learn to prepare your interests and alternatives, build options and write an agreement people can actually follow.

1. Preparing interests, alternatives and a BATNA1 h 15 min
2. Creating options and using fair criteria1 h 15 min
3. Offers, trade-offs, power and ethical bargaining1 h 15 min
4. Writing agreements and checking implementation1 h 15 min

You will apply the course to feedback, customer complaints, team meetings and workplace reporting.

1. Disagreement, feedback and difficult workplace conversations1 h 15 min
2. Customer complaints, service boundaries and escalation1 h 15 min
3. Harassment, threats and workplace reporting1 h 15 min
4. Team meetings, remote work and organizational conflict1 h 15 min

You will apply the course to chores, money, children and repair, and learn when a home conflict is actually abuse.

1. Needs, chores, money and consent in shared homes1 h 15 min
2. Communication with children, adolescents and caregivers1 h 15 min
3. Recurring disagreements, repair and relationship agreements1 h 15 min
4. Coercive control, abuse and person-led safety support1 h 15 min

You will learn safe choices for queues, neighbors, road conflict and helping someone being harassed.

1. Queues, neighbors, shared spaces and everyday public disputes1 h 15 min
2. Groups, audiences, crowds and impaired judgment1 h 15 min
3. Bystander options that support the targeted person1 h 15 min
4. Road conflict, public threats and choosing disengagement1 h 15 min

You will learn to write clearer messages, choose the right channel and respond to online harassment and misinformation.

1. Text, email, tone and missing context1 h 15 min
2. Channel choice, boundaries and asynchronous repair1 h 15 min
3. Online harassment, privacy and documentation1 h 15 min
4. Group chats, misinformation and responsible moderation1 h 15 min

You will learn what to do first after harm, how to support someone, how to document, and what real accountability looks like.

1. Immediate safety, emergency help and medical assessment1 h 15 min
2. Psychological first aid and supportive communication1 h 15 min
3. Documenting, reporting and protecting private information1 h 15 min
4. Apology, accountability and voluntary restorative processes1 h 15 min

You will plan a real difficult conversation and assemble a personal conflict plan you can keep.

1. Planning a difficult conversation from beginning to end1 h 15 min
2. Mediation, facilitation and choosing qualified support1 h 15 min
3. Comparative case analysis across work, home and public life1 h 15 min
4. Capstone: a practical communication and conflict plan1 h 15 min