Can we all calm down now?

November 9, 2009 7:45 AM

Where can I find programs that teach employees how to de-escalate a rising conflict?

There's a ton of this stuff on the web but I haven't found anything that's exactly what I want.

I'm trying to package something for employees that are geographically spread out, so seminars where everyone travels aren't practical, and having someone come physically to each place is probably out of the question financially.

What I'd like, ideally, is a one to two hour webinar type thing that would talk to people about how to deal with charged situations without contributing to them, how to listen, etc.

No set budget, I'd like to keep it under 10K, less is better.

I was hoping to find something affiliated with a school, hospital, or mental health center something with a little research behind it.

posted by A Terrible Llama to human relations (5 comments total)

This has been proven invaluable for many people - The Center for Nonviolent Communication.
posted by watercarrier at 8:00 AM on November 9

These two books are a useful starting point: Getting to Yes and Difficult Conversations. But you're right -- it's hard to learn effectively from books or online materials, and a two-hour webinar rarely creates lasting change either. I just sent you some mefimail with more info.
posted by equipoise at 8:48 AM on November 9

What I was taught has been successful for me. Acknowledge the offended person's feelings and acknowledge their complaint. "I can see you're upset about your missing paperwork. Let me see if I can find it." Don't blame or make excuses. Indicate that you're going to address the problem. Body language and tone are vital; learning good nonverbal communication is a must. Goman's Nonverbal Advantage is excellent.
posted by neuron at 10:26 AM on November 9

I like the approach of this woman. http://www.bissonbarcelona.com/judy-ringer.html I don't know how she would handle the geography spread, She travelled to us, but I liked the Aikido approach of engaging the opposing energy as opposed to expending the energy to block with equally negative energy.
posted by yewstano at 1:06 PM on November 9

I just heard a commercial for The Raven Foundation on Chicago Public Radio and thought of this question. I don't know anything about them personally, but according to their website:

"The Raven Foundation reads and studies current events, books, movies, politics, business, sports and family life through the lens of mimetic theory in order to create educational resources for everyday use by teachers, government officials, attorneys, executives, religious professionals, therapists, parents and others who have an interest in resolving conflict with justice and peace."
posted by misskaz at 6:59 AM on November 10