GAPC 30th Annual Conference - Monday ONLY

Most workplace communication and conflict management approaches assume that individuals are willing and able to engage in rational problem-solving. While this is often true, many frontline teams regularly encounter situations where it is not—where individuals are highly reactive, focused on blame, or not seeking resolution at all. These interactions can quickly escalate, become time-consuming, and create broader disruption across teams and leadership if not managed effectively.

This training focuses specifically on strengthening conflict communication capability in these more challenging scenarios. Participants will learn how to apply EAR Statements (Empathy, Attention, Respect) and Think Actions in verbal interactions to reduce emotional intensity, de-escalate upset people, maintain professionalism, and guide conversations toward more productive outcomes. For written communication, the program introduces BIFF Responses (Brief, Informative, Friendly, Firm) to help staff respond clearly and confidently in high-risk or sensitive situations, minimizing escalation and misinterpretation.

Where behavior needs to be managed more directly, participants will also be equipped with SLIC Solutions for setting clear limits and reinforcing expectations in a structured, consistent way. Together, these tools provide a practical, repeatable framework that enables staff to handle complex, high-conflict interactions with greater confidence, reduce escalation, and move situations forward even when traditional approaches are ineffective.

Key skill areas include:

• StopB4Engaging: Pausing to regain clarity and avoid reactive responses
• CalmB4Think: Using structured communication (EAR Statements) to reduce emotional intensity and guide conversations toward problem-solving with THINK Actions
• LimitsB4Consequences: Setting clear behavioral expectations and following through appropriately when necessary
• BiffB4Send: Crafting written responses that are Brief, Informative, Friendly, and Firm—particularly in high-risk or sensitive communications

Learn more about the 2026 Conference!