De-escalation Skills for the Workplace

Friday, Feb. 11, 2021 | 9 a.m.-3:30 p.m. ET

Register Here

$150 | 6 CEUs

Delivery: Synchronous Virtual Classroom via Zoom

Conflict in the workplace is unavoidable and often unpredictable. The divisiveness and challenges we face in today’s society have increased stress, tension, and frustration in work environments. Problems stem from different viewpoints, personality clashes, diverse backgrounds, disparate agendas, incompatible work styles. Disputes can quickly escalate when an individual is triggered. In these situations, rational thinking is compromised. Attempts to reason or problem-solve are ineffective and often escalate a situation. Dealing with an emotionally agitated person requires a different set of intervention skills.

This training will benefit professionals at all levels interested in learning to de-escalate conflict. In this seminar, participants will learn effective communication and de-escalation skills to diffuse, re-direct, and prevent further escalation. After completing the training, participants will have learned 1) the concepts of conflict and emotional escalation, 2) how to identify triggers, 3) signs of escalation, 4) de-escalation techniques, and 5) how to manage your emotional needs when dealing with high conflict. (This course does not address managing physical violence.)

Come prepared for an engaging live virtual training combining lecture, group activity, and role-playing.


Tracy Hornig is the owner of Pivotal Communication, a consulting firm offering communication and conflict solutions for the workplace. Her approach incorporates coaching, training, and mediation practices. Tracy is passionate about helping clients transform how they navigate the challenges of conflict and change. Conflict can be a catalyst for positive change with the right approach, yielding stronger relationships, improved communication, greater collaboration, reduced stress, increased productivity, and a more positive work environment.

Tracy was the Director of Mediation and Training at the Center for Resolutions in Media, PA, from 2011-2018 and later consulted and designed training for the group (2018-2020). During her tenure, she administered a volunteer mediation program, developed and led training seminars, designed strategic plans for organizations experiencing conflict, and mediated/facilitated in various sectors. Some of her signature training seminars include Difficult Conversations, Conflict Resolution in the Workplace, De-escalating Conflict in the Workplace, Conflict Coaching for Leaders, and Mediation.

Tracy earned a BA in Communication from the University of New Hampshire. She is an active member of Mediators Beyond Borders International, Pennsylvania Council of Mediators, and volunteers for Wonderfully Me, a mentoring program for young women. When she’s not tackling conflict, Tracy enjoys spending time with her family, hiking, kayaking, and yoga.

Hanne Wulp is the owner of Communication Wise and provides Leadership Communication trainings and coaching to (team)leaders and managers. Hanne is also one of the developers of a nationwide online de-escalation training for police officers. As an attorney, mediator and court facilitator, she has worked with thousands of clients over the years. It has made her realize that conflicts can be solved, when there is willingness to shift perspectives. 

Hanne loves conducting trainings. Other than Leadership Communication trainings, she has taught Conflict Resolution in the Workplace, De-escalation and Conflict Resolution, and many (advanced) Mediation Trainings. With a gentle approach during the training sessions, she guides participants towards awareness, empowerment and skills building, with which they’ll be equipped to prevent, manage and solve conflict. Her trainings are set up to be engaging and fun. Surveys have shown great results.

Hanne is a member of the Pennsylvania Council of Mediators. Other than guiding her clients towards conflict resolution, she loves dancing, meditating, and having fun with family and friends.