About Course

Navigate workplace conflicts and challenging dialogues with confidence and empathy. This course equips you with proven frameworks and communication techniques to address disagreements constructively, de-escalate tension, and reach mutually beneficial outcomes—even in high-stakes situations.

 

What Will You Learn?

  • Recognize common conflict triggers and personal communication styles
  • Apply the “CRIB” framework (Commit, Recognize, Invent, Brainstorm) for breakthrough conversations
  • Use active listening and empathy to de-escalate tension
  • Structure difficult dialogues with the “DESC” script (Describe, Express, Specify, Consequence)
  • Navigate power dynamics and manage stakeholder expectations
  • Follow-up strategies to reinforce agreements and maintain trust

Course Content

Understanding Conflict & Frameworks

  • Empathy & Active Listening

Managing Difficult Conversations

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