Step-by-Step Guide to De-escalate Situations

Step-by-Step Guide to De-escalate Situations

Step 1: Stay Calm

Do not respond to anger with anger: Keep your own emotions in check.

Set a professional tone: Establish a respectful atmosphere.

Maintain a calm demeanor: Remain composed and controlled.

Keep a safe distance: Ensure physical space for comfort and safety.

Step 2: Actively Listen

Do not react or respond unless necessary: Avoid escalating the situation.

Confirm understanding: If you need to respond, repeat the person's words (excluding offensive language) to show you understand.

Ask questions: If something is unclear, seek clarification.

Step 3: Maintain Respect, Dignity, and Courtesy

Avoid derogatory language: Use respectful and neutral terms.

Avoid judgments: Don't make assumptions or express negative opinions.

Step 4: Provide Options

Focus on solutions: Concentrate on what can be done or achieved.

Be honest about limitations: If something is beyond your control, clearly state it and suggest escalating the issue to someone else if needed.

Step 5: Offer an Apology When Appropriate

Acknowledge incidents: Even if it's beyond your control, expressing regret like "I'm sorry this happened" can be soothing.

Be empathetic: Show understanding of the person's feelings and situation.

Step 6: Watch for Signs of Violence or Aggression

Prioritize safety: Always be alert to any signs of potential danger.

Exit if threatened: Remove yourself from unsafe situations immediately.

Report incidents: Inform & Document any threatning incident

Contact authorities if necessary: Don't hesitate to involve law enforcement in case of a serious threat.