While conflict is something we all must deal with, there are times when the conflict is critical. In critical conflicts, emotions run high and getting to a solution is not possible. In infectious disease control, de-escalating and resolving conflict is crucial to the safety and outcome of patients and staff alike. In this workshop, we will deliver the tools you need to first de-escalate conflict, then build understanding, and finally create solutions. You will learn why we need to address emotions first – whether they are grounded in reality or not.