Professional guide on de-escalation
PRIORITY OBJECTIVES
- Gain time
- Decrease the tension
- Avoiding physical escalation
- Protect the people present
- Creating an exit opportunity
PRINCIPLES OF COMMUNICATION
The voice
- Speak in a calm, posed voice
- Maintain a moderate volume
- Adopt a slow speech rhythm
- Articulate clearly
- Avoid abrupt changes in tone
The language
- Use simple and precise words
- Avoid professional jargon
- Remain objective
- Eliminate irony or sarcasm
- No threats or ultimatums
✅ PHRASES TO BE USED
To establish contact
- “I’m listening.”
- “I understand that you are angry.”
- “Tell me what’s wrong.”
- “Let’s take the time to talk about it.”
- “I am here to help you.”
To stall
- “I see that it is important to you.”
- “Let me verify this information.”
- “Let’s explain ourselves calmly.”
- “Let’s start over from the beginning.”
- “Together we see possible solutions.”
To propose solutions
- “Here’s what I can do for you.”
- “We have several options.”
- “We will work together on this problem.”
- “I propose that…”
- “What would you think if…”
❌ PHRASES TO AVOID
Provocative expressions
- “Calm down.”
- “You are exaggerating.”
- “It’s not my problem.”
- “It is impossible.”
- “You guys can’t do this.”
Risk formulations
- “You must”
- “It is necessary that”
- “Never”
- “Always”
- “It is the procedure.”
️ DE-ESCALATION TECHNIQUES
The PACE method
- Presence: Demonstrate availability
- Attention: Listen actively
- Comprehension: Rephrase his words
- Explanation: Propose solutions
Active listening
- Let people talk without interrupting
- Nodding to show listening
- Reformulate regularly
- Ask open-ended questions
- Validating expressed emotions
BODY LANGUAGE
Posture to adopt
- Keep your hands visible (both!!!)
- Stay at a safe distance (2-3 meters)
- Position yourself slightly at an angle
- Avoid sudden movements
- Maintain moderate eye contact
Signs to avoid
- Cross your arms
- Pointing the finger
- Shrug
- Sigh
- Looking up to the sky
SIGNS OF DETERIORATION
Verbal signals
- Increased voice volume
- Acceleration of speech rhythm
- Direct threats
- Repeated insults
- Ultimatum
Physical signals
- Clenched fists
- Rapid breathing
- Visible muscle tension
- Invasion of personal space
- Searching for objects in the environment
⚡ WHEN TO STOP TRADING
Stop immediately if:
- Threat with weapon
- Physical contact
- Imminent danger
- Total loss of dialogue
- Endangering others
KEY POINTS TO REMEMBER
- Security is prioritized over negotiation
- Remain professional under all circumstances
- Don’t take the attacks personally
- Focus you on solutions
- Document the incident after
TRAINING AND PRACTICE
- Train regularly
- Participate in trainings
- Learn from past incidents
- Share experiences
- Update your knowledge
Document for professional use – Update 2024