de escalation

DeEscalation Prevention DeEscalation Prevention StepsSteps#1 RECOGNIZE:#1 RECOGNIZE:• that anger is a choice of a range of that anger is a choice of a range of

behaviors that could be used to get what behaviors that could be used to get what one needs in a situation.one needs in a situation.

• It is a behavior that has benefit for its It is a behavior that has benefit for its user.user.

• Anger can get people the attention they Anger can get people the attention they need, escape things they don’t want to do, need, escape things they don’t want to do, gain control over another person/situationgain control over another person/situation

• Pump them up when they are feeling Pump them up when they are feeling small/insignificantsmall/insignificant

DeEscalation Prevention DeEscalation Prevention StepsSteps

#2#2

When potential interveners are When potential interveners are experiencing anger, they must be experiencing anger, they must be able to change what they are doing able to change what they are doing or thinking to get their emotions or thinking to get their emotions under control, or seek assistance to under control, or seek assistance to manage the situation.manage the situation.

DeEscalation Prevention DeEscalation Prevention StepsSteps#3#3Perform a quick self-assessmentPerform a quick self-assessment::Can I avoid criticizing and finding fault w the angry Can I avoid criticizing and finding fault w the angry

person?person?Can I avoid being judgmental?Can I avoid being judgmental?Can I keep myself removed from the conflict?Can I keep myself removed from the conflict?Can I try to see the situation from the angry Can I try to see the situation from the angry

person’s pt of view or understand the need s/he is person’s pt of view or understand the need s/he is trying to satisfy?trying to satisfy?

Can I remember that my job is to keep the peace Can I remember that my job is to keep the peace and protect the students and staff?and protect the students and staff?

DeEscalation Prevention DeEscalation Prevention StepsSteps#4#4Recognize Early Warning Signs: Many Recognize Early Warning Signs: Many

incidents can be prevented by recognizing incidents can be prevented by recognizing subtle changes in behavior.subtle changes in behavior.

-Quiet people may become agitated-Quiet people may become agitated-Loud, outgoing people may become -Loud, outgoing people may become quiet and introspective.quiet and introspective.

Commenting on the changes may open up Commenting on the changes may open up conversation and minimize conversation and minimize frustration/buildupfrustration/buildup

Defusion StrategiesDefusion Strategies

Before anything else happens:Before anything else happens:

• Staff should seek to defuse the Staff should seek to defuse the situationsituation

• People that are out of control are People that are out of control are under the influence of an “adrenal under the influence of an “adrenal cocktail”cocktail”

• Do nothing to escalate state of mindDo nothing to escalate state of mind


Seek to:Seek to:• Appear confidentAppear confident• Display calmnessDisplay calmness• Create some spaceCreate some space• Speak slowly, gently and clearlySpeak slowly, gently and clearly• Lower your voiceLower your voice• Avoid staringAvoid staring• Avoid arguing and confrontationAvoid arguing and confrontation• Show that you are listeningShow that you are listening• Calm the person and assure s/he feels heard before Calm the person and assure s/he feels heard before

trying to solve the problemtrying to solve the problem


Adopt a non-threatening body posture:Adopt a non-threatening body posture:• Use a calm, open posture (sitting or standing)Use a calm, open posture (sitting or standing)• Reduce direct eye contact (may be taken as a Reduce direct eye contact (may be taken as a

confrontation) without affirmative confrontation) without affirmative acknowledgmentacknowledgment

• Allow the person adequate personal spaceAllow the person adequate personal space• Keep both hands visibleKeep both hands visible• Avoid sudden movements that may startle or be Avoid sudden movements that may startle or be

perceived as an attackperceived as an attack• Avoid audiences (when possible)Avoid audiences (when possible) – an audience – an audience

may escalate the situationmay escalate the situation

De-escalation TechniquesDe-escalation Techniques

TO DO:TO DO:

• Give clear, brief, assertive instructionsGive clear, brief, assertive instructions

• Explain your purpose or intentionExplain your purpose or intention

• Negotiate optionsNegotiate options

• Avoid threatsAvoid threats

• Move towards a “safer place” (i.e. Move towards a “safer place” (i.e. avoid being trapped in a corner)avoid being trapped in a corner)


Ensure your non-verbal communication isEnsure your non-verbal communication isnon-threatening:non-threatening:• Consider which techniques are appropriate Consider which techniques are appropriate

for situationfor situation• Pay attention to non-verbal clues (i.e. eye Pay attention to non-verbal clues (i.e. eye

contact)contact)• Allow greater body space than normalAllow greater body space than normal• Be aware of own non-verbal behavior Be aware of own non-verbal behavior

(posture and eye contact)(posture and eye contact)• Appear calm, self controlled, and confident Appear calm, self controlled, and confident

without being dismissive or over-bearingwithout being dismissive or over-bearing


• Technique #1: Simple ListeningTechnique #1: Simple Listening

Sometimes all an angry person needs Sometimes all an angry person needs is for someone to take the time to is for someone to take the time to allow them to vent his/her anger and allow them to vent his/her anger and frustrations. Simply listen to what frustrations. Simply listen to what he/she is saying, give encouragers he/she is saying, give encouragers (i.e. uh-huh, yes, go on, etc.). (i.e. uh-huh, yes, go on, etc.).


• Technique #2: Active ListeningTechnique #2: Active Listening

……really attempting to hear, really attempting to hear, acknowledge and understand what a acknowledge and understand what a person is saying. A genuine attempt person is saying. A genuine attempt to put oneself in the other’s situation. to put oneself in the other’s situation. LISTENING…not only to the words, LISTENING…not only to the words, but the underlying emotion as well as but the underlying emotion as well as the body language.the body language.


• Technique #3: AcknowledgementTechnique #3: Acknowledgement…occurs when the listener is

attempting to sense the emotion underlying the words a person is using and then comments on that emotion. Relaying that you understand what a person is feeling helps the person to release that feeling.


• Technique #4: Allow SilenceTechnique #4: Allow Silence

……although many find silence although many find silence unbearable, sometimes the angry unbearable, sometimes the angry person may need the time to reflect person may need the time to reflect or think. or think.


• Technique #5: AgreeingTechnique #5: Agreeing…often when people are angry about

something, there is something true in what they are saying. When attempting to diffuse someone’s anger, it is important to find that truth and agree with it.


• Technique #6: ApologizingTechnique #6: Apologizing…an excellent de-escalation skill! …Not

for an imaginary wrong, but a sincere apology for anything in the situation that was unjust; a simple acknowledgment that something occurred wasn’t right or fair. It is possible to apologize without accepting blame.

Apologizing can have the effect of letting angry people know that the listener is empathetic for what they are going through, and they may cease to direct their anger toward the person attempting to help.


• Technique #7: Inviting CriticismTechnique #7: Inviting CriticismThe final skill…The listener should simply

ask the angry person to voice his/her criticism of the listener (What am I doing wrong that makes you so angry at me? Tell me, I can take it. Don’t hold anything back. I want to hear about everything you’re angry about.).

This invitation will sometimes This invitation will sometimes temporarily intensify the angry temporarily intensify the angry emotion, but if the listener emotion, but if the listener continues to encourage the continues to encourage the person to vent, eventually, the person to vent, eventually, the angry person will calm. Just let angry person will calm. Just let the person vent until the anger the person vent until the anger is spent. It may take some is spent. It may take some time but is worth avoiding time but is worth avoiding violence or using force.violence or using force.


Technique #8: Develop a PlanTechnique #8: Develop a Plan

Have a plan before one is needed. Have a plan before one is needed. Think about options of what you Think about options of what you could do before such a circumstance could do before such a circumstance occurs. Decisions made before a occurs. Decisions made before a crisis occurs are more likely to be crisis occurs are more likely to be more effective/rational than those more effective/rational than those thought of “on the fly”.thought of “on the fly”.


• WHEN NOTHING WORKSWHEN NOTHING WORKS

There may be occasions, particularly There may be occasions, particularly with the mentally ill, when the with the mentally ill, when the listener is unsuccessful. Your safety listener is unsuccessful. Your safety and the safety of others should and the safety of others should always be of primary concern. always be of primary concern.

Explain what will happen next Explain what will happen next if the angry person does not if the angry person does not follow the instruction you offer.follow the instruction you offer.Note: I did not say, if the Note: I did not say, if the person does not “calm down”. person does not “calm down”. State clearly what you need.State clearly what you need.


NEVER THREATEN unless you are NEVER THREATEN unless you are prepared to take the next step:prepared to take the next step:

Once you have made a threat, orOnce you have made a threat, or

given an ultimatum, you have given an ultimatum, you have

ceased all negotiations and putceased all negotiations and put

yourself in a potential win-loseyourself in a potential win-lose

situation.situation.

De-escalation ClosureDe-escalation Closure

• De-escalation is a very difficult and humbling De-escalation is a very difficult and humbling skill.skill.

• You cannot be unsure of your own pride or You cannot be unsure of your own pride or self-esteem.self-esteem.

• You must be able to control your own anger.You must be able to control your own anger.

• You must be able to see the bigger picture.You must be able to see the bigger picture.

• You must be willing to practice what you’ve You must be willing to practice what you’ve learned.learned.

De-Escalation Techniques: How to take the wind out of their De-Escalation Techniques: How to take the wind out of their sails; January 16, 2007; sails; January 16, 2007; www.articlesbase.com/self-help-articles/deescalation-techniques-how-to-take-the-wind-out-of-their-sails-92797.html

www.www.crisisprevention.comcrisisprevention.com

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