1. De-escalation
Tips and Techniques

2. 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.

3. Why Active Listening? Empathy Understanding Retention Rapport
Influence
Compliance

4. The Seven Skill of Active Listening
Reflecting/Mirroring
Open-ended questions
Minimal encouragers
Emotional Labeling
Paraphrasing
“I” messages
Effective pauses

5. Emotional labeling
Emotional labeling is our best friend when it comes to de-escalation.
Invaluable tool to validate someone's emotional state.
Lets practice!

6. 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

7. Surprised

8. Angry

9. Fear

10. Shame

11. Emotional Labeling Switch

12. Disgust

13. Happy

14. Sad

15. Flirty

17. 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.

18. 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

19. 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.

20. 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

21. De-escalation strategies (cont.)
Do not take it personally, do not make it personal.
De-escalation does not mean compromising your safety.

22. Scripts Used to relay message Helps for self assessment
Lets others hear what is going on

23. Thank you for your attention
Questions?