Lesson Plan
Conflict Resolution Roadmap
Equip adult participants with practical de-escalation and conflict resolution skills through guided interactions and feedback, promoting cooperative problem-solving in real-world scenarios.
Workplace and community conflicts reduce trust and productivity. This session builds learners’ confidence in defusing tension, bridging differences, and collaborating effectively under Tier 2 group support.
Audience
Adult Group
Time
60 minutes
Approach
Interactive scenarios with guided debrief and peer feedback.
Materials
Prep
Prepare Session Materials
15 minutes
- Review De-Escalation Tactics Slide Deck
- Print or project scenario descriptions from Scenario Role-Plays
- Print a copy of the Resolution Skills Checklist for each participant
- Arrange seating into small-group stations for role-play exercises
Step 1
Introduction & Objectives
10 minutes
- Welcome participants and outline session goals
- Discuss the impact of unresolved conflict on teams and communities
- Present the learning agenda: de-escalation tactics, practice scenarios, peer feedback, and personal action planning
Step 2
Review De-Escalation Tactics
10 minutes
- Present key concepts using the De-Escalation Tactics Slide Deck
- Highlight verbal and nonverbal strategies: active listening, tone moderation, neutral body language
- Facilitate a brief Q&A to clarify each tactic
Step 3
Scenario Role-Plays
20 minutes
- Divide participants into small groups and assign roles: actor, responder, observer
- Distribute scenarios from Scenario Role-Plays
- Participants enact each scenario for 5 minutes while observers use the Resolution Skills Checklist
- Rotate roles so everyone practices as responder at least once
Step 4
Peer Feedback Forum
10 minutes
- Reconvene in the full group and invite each small group to share observations
- Use the Peer Feedback Forum guidelines to structure constructive feedback
- Encourage noting specific behaviors and tactics that worked well
Step 5
Reflection & Next Steps
10 minutes
- Lead a group reflection on lessons learned and personal insights
- Ask participants to identify one tactic they will apply in their work setting
- Distribute remaining Resolution Skills Checklist as a personal reference
- Close by summarizing key takeaways and suggesting follow-up practice opportunities
Slide Deck
De-Escalation Tactics
Strategies to defuse tension, foster understanding, and resolve conflicts constructively.
Welcome participants to the De-Escalation Tactics module. Emphasize the importance of these skills in reducing tension and building collaborative relationships.
Learning Objectives
• Understand key principles of de-escalation
• Practice verbal and nonverbal strategies
• Apply tactics in real-life scenarios
• Reflect and plan next steps
Review what participants will achieve today. Clarify expectations and how these tactics apply to their work or community settings.
Key Definitions
• Conflict: A disagreement over values, interests, or needs
• De-Escalation: Techniques to reduce intensity and calm parties
• Trigger: A stimulus that intensifies emotional or confrontational response
Define core terms to ensure a shared understanding. Invite questions if any concept is unclear.
Tactic #1: Active Listening
• Give full attention: face the speaker, maintain eye contact
• Paraphrase: “So you’re saying…”
• Ask open-ended questions
Introduce the first tactic—active listening. Demonstrate or role-play briefly if time permits.
Tactic #2: Calm Tone & Pace
• Speak softly and steadily
• Slow down your rate of speech
• Pause to let the other person process
Show how tone and pace influence interaction. Encourage participants to practice varying their vocal delivery.
Tactic #3: Neutral Body Language
• Relaxed posture: arms uncrossed, shoulders down
• Maintain an appropriate distance
• Use open gestures
Demonstrate neutral, open posture and appropriate space. You may ask for a volunteer to model with you.
Tactic #4: Empathy & Validation
• Acknowledge feelings: “I understand this matters to you”
• Validate experience: “It makes sense you feel upset”
• Avoid judgmental language
Explain the power of empathy. Highlight that validation doesn’t mean agreement but shows respect.
Example Scenarios
- Angry customer upset about a delayed shipment
- Team member frustrated by missed deadlines
- Neighbor dispute over shared resources
Note which tactics you’d use and why.
Provide concrete examples to illustrate how multiple tactics can combine.
Play a brief video example (2–3 minutes) demonstrating a successful de-escalation in a workplace setting. Encourage participants to note the tactics used.
Summary & Next Steps
• Active Listening
• Calm Tone & Pace
• Neutral Body Language
• Empathy & Validation
Next: practice in small groups using scenario role-plays.
Recap the four tactics. Prepare participants for the upcoming role-play exercises and peer feedback.
Activity
Scenario Role-Plays Activity
In this activity, participants practice de-escalation tactics by enacting realistic conflict scenarios in small groups, rotating roles as actor, responder, and observer.
Setup
- Divide participants into groups of three.
- Provide each group with one scenario card and a copy of the Resolution Skills Checklist.
Instructions
- Each role-play lasts 5 minutes:
- 2 minutes for the Actor to present the conflict
- 2 minutes for the Responder to apply de-escalation tactics
- 1 minute for the Observer to give feedback
- Rotate roles so that everyone serves as Responder at least once.
Scenarios
1. Team Project Disagreement
Background: Two colleagues on a deadline-driven project disagree about task responsibilities. The actor feels their contributions are undervalued.
- Actor: Express frustration about uneven workload and missed contributions.
- Responder: Use active listening, calm tone, and empathy to defuse tension and propose a collaborative plan.
- Observer: Note which tactics you see on the Resolution Skills Checklist.
2. Customer Service Complaint
Background: A customer is upset about a defective product and demands a refund. The actor feels inconvenienced and wants the issue resolved immediately.
- Actor: Voice the complaint loudly, emphasize inconvenience and dissatisfaction.
- Responder: Demonstrate calm body language, validate feelings, and offer practical solutions.
- Observer: Monitor the use of de-escalation strategies on the checklist.
3. Neighbor Noise Dispute
Background: A neighbor has been playing loud music late at night for several evenings. The actor is sleepless and annoyed.
- Actor: Confront the neighbor about the noise, expressing anger and tiredness.
- Responder: Apply neutral body language, empathize with the concern, and suggest a compromise.
- Observer: Use the checklist to identify effective de-escalation tactics.
Discussion
Peer Feedback Forum
Purpose
This forum gives participants a chance to share observations, celebrate successes, and identify growth areas based on the Resolution Skills Checklist. Constructive feedback strengthens de-escalation skills by highlighting real examples.
Guidelines for Giving Feedback
- Be Specific: Reference exact behaviors or words you observed.
- Use “I” Statements: e.g., “I noticed you paused before responding, and that helped…”.
- Focus on Tactics: Relate feedback to the four de-escalation strategies.
- Balance Strengths & Suggestions: Note what worked well and offer one improvement.
- Respectful Tone: Encourage, not criticize.
Process (10 minutes)
- Select one group to share their scenario summary (1 minute).
- The Responder briefly describes the tactics they used (1 minute).
- The Observer shares two highlights from the Resolution Skills Checklist (1 minute).
- Peers ask clarifying questions and offer feedback following the guidelines (2 minutes).
- Repeat for 2–3 groups depending on time.
Discussion Prompts
- Which de-escalation tactic was most effective in your role-play, and why?
- What is one change you could make next time to strengthen your response?
- How did the timing and tone of your delivery influence the outcome?
- As an Observer, what surprised you about how the tactics were applied?
- How will you integrate one of these tactics into a real-life conflict this week?
Follow-Up
Encourage participants to jot down personal action steps using the remaining Resolution Skills Checklist.
Rubric
Resolution Skills Checklist
Use this rubric to observe and rate each de-escalation tactic during role-plays. Circle the rating (1–4) and add specific notes.
| Skill | 1 – Needs Improvement | 2 – Developing | 3 – Proficient | 4 – Exemplary | Observer Notes |
|---|---|---|---|---|---|
| Active Listening | Rarely listens fully; interrupts; minimal eye contact. | Sometimes pauses or paraphrases but inconsistently follows up. | Regularly paraphrases, asks open questions, maintains eye contact. | Fully attentive: paraphrases, probes, and encourages speaker share. | |
| Calm Tone & Pace | Voice is hurried or sharp, may amplify tension. | Attempts to slow down, but tone still uneven or rushed at times. | Generally calm, moderate pace; uses pauses to allow processing. | Consistently soft, measured tone with well-timed pauses. | |
| Neutral Body Language | Closed posture (arms crossed), avoids eye contact. | Sometimes uses open gestures but reverts to closed stance. | Maintains relaxed posture, open gestures, and appropriate distance. | Fully open posture: nods, mirroring, stable eye contact. | |
| Empathy & Validation | Dismisses or minimizes feelings; uses judgmental language. | Acknowledges feelings unevenly; some validation but occasional judgment. | Consistently acknowledges and validates feelings without judgment. | Deep empathy: affirms emotions and builds trust; de-escalates naturally. |
Participants can jot additional observations or action items in the Notes column.