De-escalation techniques are important skills for individuals to possess in any workplace setting.
Knowing how to defuse tense situations can help prevent conflicts from escalating into violence or other negative outcomes.
There are a variety of key workplace de-escalation techniques that can be useful for anyone to practice. There are also online de-escalation training sessions to teach employees how to best handle conflict.
Practice Active Listening
An important de-escalation technique is to practice active listening. This involves paying close attention to what the other person is saying and trying to understand their perspective.
Active listening involves more than just hearing the words that someone is saying, however; it also involves paying attention to their body language and tone of voice. By demonstrating that you are actively listening, you can ensure the other person feels heard and validated, which can help defuse the situation.
Be Empathetic to Others’ Feelings
Trying to see things from the other involved party’s perspective can go above and beyond active listening. Another important part of this is being empathetic to others’ feelings.
Empathy is the ability to understand and share the emotions of another person, so when dealing with a difficult situation, this can help you better understand their needs and feelings.
Empathy is a great way to lead to a more constructive conversation. By showing empathy for others, you can help build trust and establish rapport with the person, which can help de-escalate the situation and conflict.
When people are upset, they can often become aggressive or defensive. This is normal, but it’s essential to try to remain calm.
Remaining calm is a crucial de-escalation technique because it helps to create a sense of safety and stability within the situation.
By practicing calm behavior, you can model the behavior you would like to see in the other person, which will help to defuse the situation.
Communicate as Clearly as Possible
While it may be difficult to slow down and clearly communicate your thoughts and feelings, clear communication is absolutely key when trying to de-escalate a situation.
It is important to use clear and concise language when speaking to another person during a conflict to ensure no misunderstandings might lead to further negative emotions.
By focusing on communicating as clearly as possible, you can help avoid misunderstandings or misinterpretations that could further escalate the situation. It is also important to speak in a respectful tone and avoid using confrontational language or aggressive body language.
Provide Positive Reinforcement
Positive reinforcement is an incredibly effective tool for de-escalation. When the person begins to exhibit calmer behavior, it’s important to acknowledge and reinforce that behavior to further encourage a more relaxed, positive environment.
Positive reinforcement, when calm behavior is exhibited, can encourage the person to continue exhibiting said positive behavior, reinforcing a sense of calm and safety in the situation.
Prioritize Your Personal Safety
Your personal safety should always be a top priority when attempting to de-escalate a situation.
It’s important to be aware of your surroundings and to remove yourself from the situation if you feel unsafe in any way at all.