Learn skills for successful conflict intervention and de-escalation. Conflict is a natural part of human interaction, and the way we handle it can significantly impact our relationships. Dr. Kevin Jones, an expert in conflict management, mediation, and de-escalation with over 20 years' experience providing training in the field, will explain and demonstrate how to successfully manage interpersonal conflict. You'll learn how to identify types and sources of conflict, how third-party influences and miscommunication affect conflict, steps for engaging with interpersonal conflict, and the role of empathy in conflict minimization. You'll also learn key communication skills important for conflict management including distinguishing between responding and reacting, avoiding miscommunication, how to ask questions for clarity regarding different perspectives, and four steps to communicate your own needs and interests. By the end of this course, you'll have the tools you need to plan and prepare for a functional conflict process that leads to positive outcomes.