DE-ESCALATION BASICS
Early recognition, calm communication, and an appropriate response can prevent many situations from becoming crises.
START WITH PREVENTION
1. Observe changes early. Watch for shifts in tone, pace, posture, volume, cooperation, and engagement.
2. Regulate your own response. Your tone, body language, distance, and emotional state can influence the interaction.
3. Reduce unnecessary stimulation. When appropriate, decrease noise, audience, demands, or environmental pressure.
4. Listen for the underlying concern. A person may be communicating fear, frustration, confusion, loss of control, or an unmet need.
5. Match your intervention to the stage of crisis. Use the least restrictive, most supportive response that safely addresses the situation.
WANT YOUR STAFF TO PRACTICE THESE SKILLS?
Schedule a customized crisis prevention and de-escalation session.