Communication and Interpersonal Skills
Section editor: Natella Isazada
A Conversation
Vanessa Bell, 1913
How Interpersonal Skills Can Either Diffuse or Escalate Conflict
Natella Isazada | Assistant Professor
ACSS Department, University Canada West
Editorial Introduction
I am pleased to share this collection of reflections from our students in the Communications courses within the Arts, Communications, and Social Sciences (ACSS) department.
In this issue, students were invited to explore a powerful and timely theme: How Interpersonal Skills Can Either Diffuse or Escalate Conflict. What stands out in their contributions is not only their ability to recognize moments of tension, but also their willingness to reflect on how communication shapes outcomes in real, everyday situations.
These pieces remind us that conflict is not reserved for large-scale events — it lives in our workplaces, our homes, and our interactions with others. More importantly, these pieces highlight that the way we listen, speak, and respond has the potential to either divide or connect us. I am proud to showcase these thoughtful contributions, which demonstrate both the learning taking place in our classrooms and the growing awareness of our students as communicators and professionals.
ACSS Student Contributions
De-escalation in High-Stress Situations
By Priyanshu
Interpersonal skills play a vital role in resolving or escalating conflict. In my experience, communication and interpersonal skills have helped me navigate many real-life situations. I would like to share an example from November 2025, when I was working as a Team Lead for a security team at a mental health treatment facility. In this role, we regularly worked with individuals experiencing severe mental health challenges.
During one afternoon shift, our team received a panic alarm from a unit regarding an aggressive patient. Upon arrival, the clinical team briefed us that the patient was in distress and had access to a potential weapon. Instead of immediately using physical intervention, we decided to approach the situation using verbal de-escalation. As the supervisor, I discussed the patient’s history and trauma-related responses with the team before we approached them.
When we reached the patient’s room, I initiated the conversation, as the patient was more comfortable with the security team. The patient was highly distressed and expressed a desire to harm themselves. I spoke to the patient calmly and empathetically, actively listening and building a connection. I reassured them and encouraged them to hand over the object they were holding. After some time, the patient complied and dropped the object.
The key skills that helped in this situation were active listening, empathy, and emotional regulation. I also offered reassurance by explaining that there would be no immediate changes to their care plan, while ensuring their safety through continued support and monitoring.
As a result, the situation was resolved without physical intervention. The patient took their medication and remained calm in their room. This experience reinforced for me that effective communication, teamwork, and empathy can successfully de-escalate even high-risk situations.
Listening Instead of Winning the Argument
By Jashanpreet Kaur
One experience that taught me the value of interpersonal skills involved a conflict with my roommate. One evening, we disagreed about cleaning responsibilities in our shared apartment. My roommate believed we were sharing the work equally, while I felt I was doing more. The conversation quickly became emotionally charged, as both of us were already stressed from school and work.
The turning point came when the discussion began to feel argumentative. My roommate was speaking in a frustrated tone, and I initially became defensive. I could have reacted with anger, but instead, I chose to pause and truly listen to what they were saying. I spoke calmly and expressed how I felt by saying, “I feel overwhelmed when the kitchen is untidy, especially at the end of a long day.”
The key interpersonal skills that helped resolve the conflict were active listening, empathy, and non-defensive communication. By listening to each other and acknowledging how we both felt, we were able to better understand each other’s perspectives.
In the end, we created a simple cleaning schedule so that responsibilities were shared more fairly. This experience taught me that conflicts are easier to resolve when people stay calm, communicate respectfully, and focus on understanding rather than trying to win the argument.
Finding Your Voice in a Difficult Workplace
By Gurshant Singh
During my part-time job as a line cook, I experienced how communication can either escalate conflict or help resolve it. My workplace included people from different cultures and language backgrounds, which sometimes caused confusion. The environment was also very stressful. Our manager often spoke in a harsh and aggressive way. Over time, I began to feel that the manager was picking on me—criticizing my work unfairly and speaking to me disrespectfully in front of others. Because of the language barrier and the negative atmosphere, I often felt frustrated and misunderstood.
The turning point came when I decided to speak up instead of staying quiet. I calmly approached the owner of the workplace and explained what had been happening. I provided specific examples of the manager’s behaviour and described how it was affecting my work. Even though I felt frustrated, I made a conscious effort to communicate respectfully.
This experience showed me how important it is to have strong communication skills—especially emotional control and the ability to express concerns clearly and respectfully. By explaining the situation in a calm and structured way, I was able to make my concerns heard more effectively.
Although the workplace remained challenging, this experience taught me to stand up for myself while staying professional. It also helped me realize that clear and respectful communication is essential when dealing with conflict, especially in stressful environments.
When Calm Turns Conflict into Collaboration
By Bhoomika
Last week, just before the end of my evening shift as a security guard, around 9 PM I encountered a situation that taught me how interpersonal skills can prevent conflict from escalating. A resident approached me looking stressed and frustrated because a truck was parked in her designated spot. I had just completed a long 12-hour shift and was already tired, so the tension could have easily led to a heated interaction.
I checked the directory but couldn’t find the truck’s license plate, so I wasn’t able to identify the owner immediately. I then went to the parkade to leave a notice and accidentally met the truck’s owner. Instead of confronting him, I approached him politely and mentioned that I hadn’t seen him before, asking if everything was okay, as he also looked stressed.
He explained that he was a new tenant and that everything was fine except for the parking issue. He showed me that, according to his unit owner, his assigned spot always had another car parked in it. I reassured him and invited him to come to the office so we could check the directory together.
After reviewing the information, we discovered that a different parking spot actually belonged to him. At first, he insisted that his owner had given him a different number, but after rechecking, he realized he had misread it. We were both relieved.
This experience taught me that a calm tone, patience, and collaborative problem-solving can prevent a situation from escalating. What could have become a conflict was simply a misunderstanding—one that was easily resolved through respectful communication.