training goals - texascraftbrewersguild.org
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Training Goals
To build awareness of and deepen skills in addressing escalated situations
in the workplace
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Community Agreement
❖Confidentiality ❖Step Up / Step Back❖🚫 Shame / Blame❖Oops/Ouch❖Self Care
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Signs of AgitationImpatient movement Sighing Approaching Staff IrritabilityThroat clearing PacingBody/Face tightness StillnessStaring / Glaring CommentsAttempts to calm by others in their party
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Levels of Escalation
Acting Out: significant threats / dangerMove bystanders, 911*, Whole Team Response.
Aggression: control /confront / intimidate Be directive and calm, set clear boundaries
Anxiety: The new baselineListen, show caring, make feel seen and heard
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Before using De-escalation Tools
1. Observe/Assess: paths to safety, assets, barriers, signs of upset, impact on others
2. Breathe: Ground / Know your triggersAsk: Am I the right person to step in? If not, delegate.
3. Connect: Position and Project CalmAdapted from Center for Anti-violence Education
Intervention: Aggression LevelDe-escalation Strategies:- Boundary Setting: clear / direct - Reflective Language- Get to ‘We’ - common understanding - Apologize*- Movement: stand, sit, move - Pledge to address*- Match and Lead - match their intensity (briefly)
then lower to lead into conversation - De-escalate bystanders
Positioning: Stand at 45°, hands open in front, don’t block exits
Get other person(s) involved:- Other staff and possibly the people with the aggressive person.
Scenarios1. A retailer says, “We don’t wear masks in here. This COVID thing is a total hoax.” when you refer to company policy they push back and escalate…
2. A super social regular customer is walking around your business space greeting everyone (unmasked). They get indignant when corrected.
Scenarios3. A customer contacts you upset about about your stance (either direction) on #BLM. They are already escalated and threaten to make it their mission to ‘destroy’ your business. (in person/email/social media)4. In the Tasting Room (or other space): Two customers are arguing loudly about politics and starting to get into one another’s space. Some bystanders are trying to intervene, others are egging on one person or the other...
Scenarios
5. Wholesaler rep. says, “So where were you when this COVID lockdown shit was going on? When we were out there merchandising shelves and helping with deliveries -you were working from home!”.
Intervention: Act Out LevelThreat of physical harm:1. Attempt to move or remove the person 2. Separate and de-escalate nearby customers 3. Call (or say will call) for assistance 911*4. Team Maneuvers:
a. One person communicates with Aggressorb. Staff form a silent line b/w person and customersc. Staff forma silent U shape with opening at exit
After De-escalating:Your body may respond by shaking or tinglingYou may laugh or cryYour body may move unexpectedly You may say something unexpected
These are all normal responsesto stress.Take care of yourself.BreatheDrink lots of water.Seek help if the symptoms persist.
