Disclaimer

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Guidance

De-escalation techniques are strategies used to defuse tense or aggressive situations, with the goal of calming the person involved and preventing the situation from escalating further. When dealing with aggressive individuals, it’s important to prioritize safety for all parties involved.

Remember that not all de-escalation techniques will work in every situation, and safety should always be the top priority. If you feel unsafe or believe the situation is beyond your control, it’s essential to seek assistance from trained professionals, such as law enforcement or security personnel.

Options

Leave the area. If the matter doesn’t involve you or you feel unsafe, leave.

Keep safety a priority. If at any point you feel that the situation is becoming unsafe, prioritize your safety and the safety of others. Remove yourself from the situation if necessary.

Keep distance. If you don’t know the person, and circumstances/environment permit, maintain a distance of at least 10ft/3m+.

Maintain personal space. Give the person some physical space to reduce their feeling of being threatened or cornered.

Maintain situational awareness. Don’t have conversations in areas where items can be re-purposed as weapons i.e kitchen.

Stay calm and composed. Maintain your own composure and stay as calm as possible. Your demeanor can influence the person’s behavior.

Use non-threatening body language. Avoid crossing your arms, pointing fingers, or making aggressive gestures. Maintain open and non-confrontational body language.

Active listening. Pay close attention to what the person is saying. Show that you are listening by nodding and using verbal cues like “I understand” or “Tell me more.”

Empathize and validate. Try to understand the person’s perspective, and acknowledge their feelings and concerns. This can help reduce their frustration.

Speak calmly and clearly. Use a calm and non-confrontational tone of voice. Avoid shouting or raising your voice, as this can escalate the situation.

Avoid blame and judgment. Refrain from blaming or judging the person for their behavior. Instead, focus on the issue at hand and finding a resolution.

Offer choices. Give the person some control by offering choices when appropriate. This can help them feel more in control of the situation.

Set clear boundaries. Clearly communicate what behavior is acceptable and what is not. Be firm but respectful in setting these boundaries.

Use ‘I’ statements. Express your concerns using “I” statements to avoid sounding accusatory. For example, “I feel uncomfortable when…” rather than “You always…”

Avoid triggering topics. If you know certain topics or phrases tend to provoke the person, avoid discussing them if possible.

Involve others if necessary. If the situation remains volatile, consider involving a supervisor, security personnel, or law enforcement if needed to ensure safety.

Use distraction. Sometimes, introducing a distraction (e.g., discussing a neutral topic) can redirect the person’s attention away from the issue at hand.

Follow up. After the situation has been de-escalated, follow up with the person if appropriate to address any underlying issues or concerns.