In high-stakes clinical environments, moments of tension can quickly escalate, impacting care, communication, and team cohesion. In this session, I guided advocates and healthcare workers through actionable strategies for preventing conflict before it begins, mediating misunderstandings, and de-escalating emotionally charged situations in real time.

We examined real-world case studies and trauma-informed techniques designed to promote safety, trust, and collaboration among patients, their families, and care teams because effective care starts with clear, compassionate communication—even when it’s hard.