De-escalation Tips and Techniques
Active listening A technique of communication used to let the speaker know you are listening and comprehending the message that is being relayed. Has been proven effective with de-escalation and rapport building through clinical and research evidence. Used in numerous applications in business and law enforcement throughout the world.
Why Active Listening? Empathy Understanding Retention Rapport Influence Compliance
The Seven Skill of Active Listening Reflecting/Mirroring Open-ended questions Minimal encouragers Emotional Labeling Paraphrasing “I” messages Effective pauses
Emotional labeling Emotional labeling is our best friend when it comes to de-escalation. Invaluable tool to validate someone's emotional state. Lets practice!
Role Playing Emotion Labeling Turn to the person next to you One person turn back to presentation Guess the emotion you see on their face
Surprised
Angry
Fear
Shame
Emotional Labeling Switch
Disgust
Happy
Sad
Flirty
De-escalation An approach of communication that appears less confrontational and less authoritative with the goal of gaining compliance from a person. Several psychosocial strategies aimed at reducing violent and/or disruptive behavior. Skills that can help reduce the risk of violence when interacting with people in crisis.
Barriers to communicating with a subject in crisis Ability to comprehend limited information Loss of reality (helpless, hopeless, overwhelmed) Inability to problem solve Might be experiencing flight, fight or freeze reflex
The Basics Be aware of safety concerns Be aware of and control your own emotions Remember your active listening skills Work toward a resolution Can not be accomplished without respect, dignity, & empathy.
De-escalation strategies Don’t be a jerk Always start out respectful and professional You can always transition into a different strategy if needed Communicate
De-escalation strategies (cont.) Do not take it personally, do not make it personal. De-escalation does not mean compromising your safety.
Scripts Used to relay message Helps for self assessment Lets others hear what is going on
Thank you for your attention Questions?