This workshop will review the skills of active listening, non-violent communication, and verbal de-escalation. Levels of crisis development and the conflict cycle are discussed, emphasizing a culturally appropriate staff response. Trainees will virtually participate in exercises and demonstrations concerning personal space, body posture and motion, which will enable them to more successfully deal with emotional or physical crisis. Cultural difference between staff/caregivers and clients can present barriers to the development of trust, empathy, and a collaborative relationship. This workshop stresses the importance of: valuing diversity, being mindful of your own assumptions and experiences, acquiring and incorporating cultural knowledge (identify and mobilize client’s intrinsic values, belief, and goals) and adapting to diversity and the cultural contexts of the individuals you serve.