CT – Active De-escalation and Diffusion

House of Changes
Guest Speaker – Lt. Kevin Dillon (ret)
Active De-escalation and Diffusion

Help people make meaningful changes to stabilize and enrich their lives.”

December 5th, 2025
48 Franklin St, Norwich, CT 06360 at Latinos for Educational Advocacy and Diversity (LEAD)
houseofchangesct.org

Course Summary

This classroom-based course provides participants with practical skills to recognize, manage, and defuse hostility and conflict in the workplace. The program emphasizes confrontation avoidance, situational awareness, and effective communication strategies that prevent escalation. Through interactive instruction, students learn Active Diffusion Strategies including conflict-resolution methods, de-escalation principles, behavioral cue recognition, and distraction techniques. These tools equip participants to respond decisively, calmly, and professionally—promoting safe, positive, and productive outcomes during challenging interpersonal interactions.

Instructional Objectives

1. Understanding Human Behavior and Conflict

Communication Fundamentals

• Discuss the importance of timely, focused attention during communication.
• Explain natural expectations individuals bring into conversations.
• Examine how quickly people assess others during initial interactions.
• Understand the value of working toward shared goals (“win-win” outcomes).

Core Behavioral and Communication Concepts

• Define and discuss the Rules of Reciprocity.
• Define and differentiate empathetic display vs. empathetic concern.
• Define and discuss the difference between hearing and listening.
• Define and discuss cooperation as the process of working together toward a common outcome.
• Define and discuss the principles of Active Listening.
• Define and discuss the principles of Reflective Listening.

Neuroscience of Communication

• Define and discuss Neural Resonance — the synchronization of brain activity during effective communication.
• Define and discuss Neural Dissonance — the internal conflict triggered when verbal and nonverbal signals do not match, or when expectations contradict incoming information.
• Examine how positive and negative language influence neural chemistry and emotional processing.
• Discuss how negative words activate the amygdala and limbic threat system, releasing cortisol and adrenaline, narrowing focus, increasing defensiveness, and reducing rational decision-making.
• Discuss the psychophysiological aspects of human performance and how these responses impact conflict resolution.
• Define and discuss System 1 and System 2 thinking as cognitive processing patterns rather than brain locations.
• Identify how reduced oxygenation in the prefrontal cortex during anger impairs judgment, increases impulsivity, and creates confusion.
• Demonstrate controlled breathing techniques to re-oxygenate the brain and restore logic, reasoning, and emotional balance.
• Discuss the interaction between the prefrontal cortex and limbic system during conflict.
• Examine how the brain forms neurological imprints based on past experiences and how these influence present behavior (Evidence-Based Training Methods).

1. Emotional Control and De-Escalation Techniques
2. Discuss how to interrupt anger patterns and maintain composure through the “Locus of Control.”

• Learn methods to redirect negative thought patterns and reinforce positive internal dialogue.
• Understand the importance of “Teaming” terminology to create subconscious rapport and foster cooperation.
• Discuss motivational interviewing techniques to enhance dialogue and problem-solving.
• Learn to acknowledge emotions first, then address the issue.
• Discuss strategic communication responses to reduce the need for physical intervention.

III. Communication and Body Language

• Identify effective verbal de-escalation strategies and develop “Agreements of Communication.”
• Identify and interpret body language used in both positive and threatening communication.
• Learn and apply Blending and Redirection techniques to guide conversations and improve neural alignment during interpersonal conflict.