Self-Paced #1: De-escalation and Conflict Management

Training Overview:

This comprehensive training program, facilitated by Terrance Wilder, Health Equity Training Coordinator at the San Francisco Community Health Academy, focuses on building essential skills for managing workplace and interpersonal conflicts effectively. The program distinguishes between de-escalation techniques—which aim to reduce immediate harm during active conflicts—and broader conflict management strategies that encompass fair and sensible responses to disputes. Rather than viewing these as separate skills, the training presents de-escalation as one critical component within a comprehensive conflict management toolkit.

Participants engage in reflective learning that examines how personal identity, background, and biases influence both conflict development and resolution approaches. This self-awareness component is crucial for healthcare professionals who must navigate conflicts involving colleagues, patients, and community members from diverse backgrounds. The training includes sensitive content that may be challenging for participants, emphasizing the importance of self-care and creating a supportive learning environment through the collaborative effort between the San Francisco Community Health Academy, San Francisco AIDS Foundation, and San Francisco Department of Public Health.

At the conclusion of this training, participants should be able to:

• Think critically about the nature and dynamics of conflict situations
• Reflect on how personal identity and background influence conflict interactions
• Explore practical skills and evidence-based strategies for effective conflict response
• Develop de-escalation techniques to reduce potential harm during conflicts
• Build comprehensive conflict management capabilities for professional settings

Continuing education units (CEUs) are available thanks to the Center for Learning and Innovation (CLI) for the following disciplines:  

• Certified Addiction Professionals (CCAPP)
• Licensed Clinical Social Workers (LCSW)
• Licensed Educational Psychologists (LEP)
• Licensed Marriage and Family Therapists (LMFT)
• Licensed Professional Clinical Counselors (LPCC)
• Registered Nurses (RN)

Equity Statement

The San Francisco Department of Public Health is committed to leading with race and prioritizing Intersectionality, including sex, gender, sexual orientation, age, class, nationality, language, and ability. SFDPH strives to move forward on the continuum of becoming an anti-racist institution through dismantling racism, building, building solidarity among racial groups, and working towards becoming a Trauma-Informed/Trauma Healing Organization in partnership with staff, clients, communities, and our contractors. When attending, SFDP trainings, events, and/or meetings, we uphold expectations and standards of rules of engagement for our employees and contractors. We expect that all participants operate in professional integrity and adhere to the DPH Employee Code of Conduct or their employee conduct. Participants will be accountable for upholding any group agreements provided by the trainer or host and uphold principles of transparency, confidentiality and respect. We support respectful participation across intersecting identities and experiences including race, ethnicity, sex, gender, sexual orientation, age, class, nationality, religion, language, physical and mental ability, and political ideology. While we strive to make an space of inclusivity, belonging, and hub for various perspective, we do not tolerate any inappropriate behavior or comments rooted in anti-blackness, homophobia, transphobia, xenophobia, sexism, or any comments or behavior that is discriminatory, disruptive, or divisive. If participants cannot abide by these expectations, they will be removed from the training or event and will not be allowed to attend any additional DPH trainings, event, and/or meetings. Trainers have been informed to notify DPH of any misconduct and a DPH representative will follow up with that employee’s supervisor or participant’s agency regarding the misconduct.