This webpage contains links to articles, guides, infographics, and online trainings that help individuals improve their own communication skills, deal with conflict with customers and with co-workers, and de-escalate difficult situations. Please contact the CHAMPS Programs Coordinator, Health Center Workforce if you have any questions about these materials or would like to share other useful resources you have found.
Please click or scroll down for:
Effective Communication Skills
Tips and Best Practices for Managing Relationships
Conflict Mitigation and Management in the Workplace
De-Escalation Techniques
EFFECTIVE COMMUNICATION SKILLS
Asana
12 Tips for Effective Communication in the Workplace
Article that addresses building leadership communications skills and how effective communication helps shape workplace community.
BetterUp
Communication is Key in the Workplace
Blog post highlighting the common types of communication in the workplace, the importance of good communication, and how to improve your skills both in-person and virtually.
Coursera
What is Effective Communication? Skills for Work, School, and Life
Online guide to improving communication skills that can benefit a career, education, and personal life, addressing verbal communication and body language, including tips for considering your audience, practicing active listening, clear messaging, and choosing a communication platform.
FEI Behavioral Health
How Trauma-Informed Communication Improves Workplace Culture
Downloadable publication illustrating how to understand trauma, trauma-informed care and communications, and how this approach can build and maintain better workplace relationships.
Harvard University Professional Development
Eight Things You Can Do to Improve Your Communication Skills
Guide highlighting tips to establish better communication habits like being clear and concise, being mindful of nonverbal communication, and practicing active listening.
Leadership IQ
Communication Styles Quiz and Assessment
Online quiz and article designed to identify the four communication styles (Analytical, Intuitive, Functional, Personal), best practices for identifying coworker styles, and tips for how to deal with an aggressive communicator.
Personality Lingo
What’s Your Communication Style?
Free online quiz to find out your communication style with additional information about each communicator type (Mover, Connector, Planner, Thinker).
Pressbooks
Trauma-Informed Communication
Online, self-paced course about the trauma-informed approach, utilizing the approach in healthcare settings, and creating a safe environment for all clients.
National Library of Medicine
Developing Effective Communication Skills
Publication about communicating effectively through active listening, building a team culture, and the impression your communication style makes in the workplace.
TIPS AND BEST PRACTICES FOR MANAGING RELATIONSHIPS
American Management Association
13 Workplace Relationship Tips
Article detailing 13 behaviors that can be practiced to foster relationships within the workplace with the goal of enhancing respect and loyalty.
Association of Clinicians for the Underserved (ACU)
Communicating Across Generations
Webinar recording addressing the importance of generational communications in the workplace, how to avoid and de-escalate conflict, and communication skills to aid in bridging the gap.
Strategies to Provide Productive Feedback to Your Employees
Webinar recording highlighting how to give positive and productive feedback to team members and employees in any situation.
BetterUp
Why Building Great Work Relationships is More than Just Getting Along
Blog article discussing the importance of good work relationships, how to know if you have a good relationship, tips on how to build better relationships, and what to do when relationships don’t work.
Indeed
8 Ways to Build Strong Relationships in the Workplace
An article discussing the benefits of building workplace relationships, addressing the elements of good workplace relationships, and providing steps to building those relationships.
Mental Health Foundation
Top Tips on Building and Maintaining Healthy Relationships
Downloadable infographic illustrating best practices for building healthy relationships like getting to know yourself, putting in the work, and letting go of control.
CONFLICT MITIGATION AND MANGEMENT IN THE WORKPLACE
American Management Association
The Five Steps to Conflict Resolution
Article addressing the benefits of conflict resolution, identifying five common ways people respond to conflict, and detailing a five-step process for reaching agreement.
Forbes
5 Keys to Dealing with Workplace Conflict
Article presenting two major causes of conflict, communication and emotions, and providing best practices for managing these workplace conflicts.
HR Cloud
7 Tips on How to Manage and Resolve Conflict in the Workplace
Article highlighting how to deal with and resolve workplace conflict through clarifying the source of the conflict, listening actively, and determining ways to meet the common goal.
Indeed
Managing Conflicts in the Workplace: An Introduction
An introduction to workplace conflict and mitigation techniques including management’s role in workplace conflict and a list of frequently asked questions.
Project Management Institute
Understanding and Managing Conflict in a Project Environment
Conference paper exploring the effects of conflict in project teams and presenting specific conflict resolution strategies for different types and sources of conflict to foster creativity, productivity, and effective communication.
DE-ESCALATION TECHNIQUES
CustomersFirst Academy
Customer Service De-Escalation Training: 15 Techniques that Work
Informative article about handling conflict with customers that includes a sample script with language/phrases that are helpful in de-escalation situations.
Cybersecurity & Infrastructure Security Agency (CISA)
De-Escalation: How You Can Help Diffuse Potentially Violent Situations
Two-page downloadable infographic providing simple step-by-step tips for purposeful action, verbal communication, body language, and more.
Depression and Bipolar Support Alliance
10 Principles of Verbal De-escalation
One-page downloadable poster outlining the principles of verbal de-escalation with tips for body language, verbal phrases, and helpful interaction.
Understanding Agitation Kit for Treatment Teams and Medical Staff
Toolkit for medical settings with information sheets, educational posters, de-escalation cards, and crisis planning cards for patients for understanding agitation.
The Joint Commission, Division of Healthcare Improvement
De-escalation in Health Care
Downloadable issue brief highlighting the purpose and importance of de-escalation in health care and including a list of actions organizations can take to ensure staff are able to intervene and de-escalate safely.
Slack
De-escalate Conflict at Work with these Communication Skills
List of productive and professional communication skills that aid in the de-escalation of conflict and creation of a positive work environment.
Texas Medical Liability Trust (TMLT)
De-escalation Techniques and Resources
Resource list and tips for de-escalating conflict in medical settings including moving to a private area to talk, being empathetic, and respecting personal space.