CSU CCC Class | Entrenched Conflict to Calm Collaboration-Using "De-escalation Listening"

Wednesday, September 14, 2022 - 10:00am to 11:30am

Online via Zoom; Connection details provided upon registration

This session is offered by CSU Channel Islands, participating with Northridge in a CSU System-Wide Professional & Personal Development Cross Campus Collaboration program.

Colleagues attending this session may hail from the Chancellor’s Office, Channel Islands, Chico, East Bay, Fresno, Humboldt, Long Beach, Monterey Bay, Sacramento, San Bernardino, San Francisco, San Luis Obispo, and Stanislaus.


Active listening” is often described as an essential communication skill. But active listening done well is more than just a way to improve communications – it’s a vital conflict de-escalation tool. “Active listening” also means a lot of different things to different people.

This workshop focuses on how to employ “de-escalation listening,” a type of active listening that creates space for collaboration and problem-solving. The workshop begins with a discussion about healthy conflict vs "high conflict" and how de-escalation listening can play a part in moving out of "high conflict." Then, participants will consider a workplace scenario in which people have begun to fall into polarized positions. Participants will break into two groups with facilitator assistance to explore one perspective in the conflict and how a de-escalation listening strategy might be employed. When the breakout groups reconvene, participants will be given an opportunity to role-play with the assistance of the facilitators. The workshop will conclude with a debriefing about how de-escalation listening worked during the role-play exercise. Participants will also be able to ask questions of the facilitators (two university ombuds). If you registered for a previous offering of this course and were not able to attend due to a password problem, please try again! There will be no Zoom password this time.

Facilitated by:

Mark Patterson, and Patricia Ponce

Faculty & Staff – To register for this Workshop/Session:

  1. When ready, select the CSU Learn button below.
  2. Log into with your myNorthridge Portal credentials.
  3. Select the “Register” button.
  4. Click on the bullet next to the CSUN HR icon, and select “Submit” to enroll in this session.

If you require an accommodation to attend this program, please contact Human Resources at x5168 at least seven business days in advance of the program.

Withdraw from Session: If you need to cancel your registration, select the “Self” icon in CSU Learn.  Select “Learning,” then “Registrations.”  Select the box next to the session you need to cancel, and select “Cancel Registration.”  In the next window, select “Confirm Cancellation.”

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