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ENH Online Academy

De-escalation & Conflict Management

Communicate Clearly. Reduce Tension. Protect Safety.

De-escalation & Conflict Management teaches employees how to recognize the early stages of conflict, communicate effectively with upset individuals, reduce unnecessary confrontation, establish professional boundaries, and make safety-focused decisions when verbal strategies are no longer appropriate. Students will practice using realistic workplace scenarios and structured decision-making exercises.

Individual enrollment — $49.95My course
8 instructional modules25-question final exam · 80% to passENH Certificate of Completion

What you'll learn

Module 1

Understanding Conflict & De-escalation

  • Course Welcome
  • What Is Conflict?
  • What Is De-escalation?
  • Conflict Versus Dangerous Behavior
  • Interactive Scenario: The Refund Disagreement

Module 2

Recognizing Escalation & Warning Signs

  • Recognizing Escalation
  • Verbal Warning Signs
  • Nonverbal Indicators
  • Environmental Risk Factors
  • Scenario: The Escalating Visitor

Module 3

Communication Skills & Active Listening

  • The Power of Communication
  • Active Listening
  • Acknowledging Feelings Without Agreeing
  • Words That Help and Words That Escalate
  • Interactive Listening Exercise

Module 4

The ENH CALM De-escalation Method

  • Introducing CALM
  • C: Control Your Response
  • A: Acknowledge the Concern
  • L: Listen and Clarify
  • M: Maintain Boundaries and Safety
  • CALM in Practice

Module 5

Emotional Regulation & Professional Boundaries

  • Recognizing Your Own Stress Response
  • Staying Professional Under Pressure
  • Setting Boundaries Respectfully
  • Knowing Your Limits

Module 6

Managing Difficult Workplace Encounters

  • Difficult Customer Interactions
  • Conflict Between Coworkers
  • Handling Policy Disagreements
  • When Another Person Refuses to Cooperate
  • Scenario: The Disputed Appointment

Module 7

Disengagement, Reporting & Post-Incident Response

  • When De-escalation Is No Longer Appropriate
  • Requesting Assistance
  • Documenting the Incident
  • Post-Incident Recovery and Support

Module 8

Interactive Conflict Management Scenario Lab

  • The Frustrated Customer
  • The Angry Coworker
  • The Unauthorized Visitor
  • The Direct Threat
  • The Incident Report

This course provides supplemental workplace safety education and does not replace employer-specific training or legally required certifications.

Workplace Safety Essentials Bundle

All three workplace safety courses. Three ENH Certificates of Completion.

Three courses — $109.95

Two-course Workplace Safety Package

Workplace Situational Awareness & Personal Safety + Workplace Safety Awareness & Violence Prevention

Both courses — $79.95

Corporate Training

Group enrollment options available for businesses and organizations.

Contact ENH

ENH Tactical Solutions — More Than Training. A Stronger Community.