Episode 207: Empathy vs Ego

In this episode of Leading and Learning Through Safety, Dr. Mark French reflects on a recent verbal de-escalation training experience and shares key lessons that extend far beyond conflict management. The training focused on how workers who interact with the public can safely navigate tense situations, recognize potential dangers, and communicate in ways that reduce rather than increase conflict. One of the biggest takeaways was the importance of practice-based learning. Dr. French emph...