Conflict De-escalation and Bystander Intervention with Hollaback!

If your team interfaces with the public, chances are they will face moments of escalation and will need to know what to do. Conflict de-escalation requires patience, a willingness to listen, and an ability to see the humanity in everyone. Using Hollaback!’s Observe-Breathe-Connect methodology, we’ll learn how to identify potential conflict before it escalates using our “pyramid of escalation” and how to assess whether de-escalation is the right action. We’ll also learn how to connect with others by validating and de-escalating their feelings — even if we don’t understand them or agree with them. We’ll have time at the end to practice using real-life scenarios. You’ll leave armed with de-escalation techniques to navigate moments of conflict as workplace leaders.