De-Escalating Conflict Using Positive Language
How to use a positive tone at work
It can be tempting to react to negative situations or behavior with more negativity, but often, this will escalate conflict rather than de-escalate. You can use positive language and tone to effectively de-escalate issues or tense situations in the workplace or any environment.
Microlesson Description
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.
Key Concepts
- 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
How to Use this Content
- Skill-building activity sheet: Calm Down – Conflict De-Escalation Readiness Exercises upon microlesson completion
Interested in training your employees with 3-5 minute video lessons that address specific and timely concepts?
Related Microlessons
Using Positive Language to Guide Behavior
This microlesson takes place in a retail setting.