Participants practice de-escalation techniques through role-play scenarios. In this interactive lesson, learners are given scripted conflict situations to act out (either in person with peers or via an online simulation). They apply principles from Lessons 1 and 2 – staying calm, using “I” statements, active listening – to defuse the mock conflicts. (Multimedia: consider using video scenarios or an online role-play simulation tool. For a self-paced course, learners could watch recorded role-play demonstrations, then write or record their own response to the scenario.)