De-Escalating Conflict Using Positive Language

It can be tempting to react to negative situations or behavior with more negativity, but often this will escalate conflict rather than de-escalate. Learn how to use positive language and tone to effectively de-escalate issues or tense situations.

This skill-building microlesson teaches employees and managers the power of positive language and tone by using words that convey optimism, empathy, and respect. The video scene takes place in a retail setting and shows how a sales associate uses positive language with a frustrated customer to help de-escalate the situation.

This microlesson is part of Emtrain’s skill-building microlessons for retail. The microlesson teaches the skill of using positive language under the social indicator of Encouraging Trust.

• How to use positive language, tone, and voice to avoid negative interactions
• Why using positive language reaches positive outcomes
• How positive language ensures building trust and better co-working relationships

• Skill-building activity sheet: Calm Down - Conflict De-Escalation Readiness Exercises upon microlesson completion

Microlesson Features

• Employee sentiment pulsing questions that provide leaders with insights into their workforce's core cultural competencies
• Emtrain's Expert Answers tool, enabling employeees to submit anonymous questions about sensitive issues.

• Rich, contemporary video scences illustrating key concepts through realistic scenarios
• A data driven, skill-based approach to eLearning that establishes a shared language for employees.

Preview Microlesson