See this valuable article over at Police1. The points therein are all fundamental to all high-quality Conflict Communication training.
So often overlooked in Conflict Communication training is the fact that the most important person to keep non-escalated, and to de-escalate as necessary, is oneself.
All success sits on this fact.
Leaders, pay attention to this. If you have on your force an Officer Schitzstorm (thank you Chief Dolan for this great teaching point), s/he will generate for you unnecessary complaints, unnecessary litigation, and unnecessary excessive use of force. The Officer Schitzstorms need to be trained up and held accountable or have their career opportunities opened by removing them from your ship.
Train well; Perform well. Be cool; Be safe.