{"id":25171,"date":"2024-11-02T19:17:11","date_gmt":"2024-11-02T19:17:11","guid":{"rendered":"https:\/\/yoursafety.training\/formations\/safety-tips\/verbal-negotiation-with-aggressor\/"},"modified":"2025-08-23T16:30:36","modified_gmt":"2025-08-23T16:30:36","slug":"verbal-negotiation-with-aggressor","status":"publish","type":"formations","link":"https:\/\/yoursafety.training\/en\/training-courses\/safety-tips\/verbal-negotiation-with-aggressor\/","title":{"rendered":"Verbal negotiation in the face of the aggressor"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Professional guide on de-escalation<\/h2>\n\n<h3 class=\"wp-block-heading\">PRIORITY OBJECTIVES<\/h3>\n\n<ul class=\"wp-block-list\">\n<li>Gain time<\/li>\n\n\n\n<li>Decrease the tension<\/li>\n\n\n\n<li>Avoiding physical escalation<\/li>\n\n\n\n<li>Protect the people present<\/li>\n\n\n\n<li>Creating an exit opportunity<\/li>\n<\/ul>\n\n<h3 class=\"wp-block-heading\">PRINCIPLES OF COMMUNICATION<\/h3>\n\n<h4 class=\"wp-block-heading\">The voice<\/h4>\n\n<ul class=\"wp-block-list\">\n<li>Speak in a calm, posed voice<\/li>\n\n\n\n<li>Maintain a moderate volume<\/li>\n\n\n\n<li>Adopt a slow speech rhythm<\/li>\n\n\n\n<li>Articulate clearly<\/li>\n\n\n\n<li>Avoid abrupt changes in tone<br\/><br\/><\/li>\n<\/ul>\n\n<h4 class=\"wp-block-heading\">The language<\/h4>\n\n<ul class=\"wp-block-list\">\n<li>Use simple and precise words<\/li>\n\n\n\n<li>Avoid professional jargon<\/li>\n\n\n\n<li>Remain objective<\/li>\n\n\n\n<li>Eliminate irony or sarcasm<\/li>\n\n\n\n<li>No threats or ultimatums<\/li>\n<\/ul>\n\n<h3 class=\"wp-block-heading\">\u2705 PHRASES TO BE USED<\/h3>\n\n<h4 class=\"wp-block-heading\">To establish contact<\/h4>\n\n<ul class=\"wp-block-list\">\n<li>&#8220;I&#8217;m listening.&#8221;<\/li>\n\n\n\n<li>&#8220;I understand that you are angry.&#8221;<\/li>\n\n\n\n<li>&#8220;Tell me what&#8217;s wrong.&#8221;<\/li>\n\n\n\n<li>&#8220;Let&#8217;s take the time to talk about it.&#8221;<\/li>\n\n\n\n<li>&#8220;I am here to help you.&#8221;<\/li>\n<\/ul>\n\n<h4 class=\"wp-block-heading\">To stall<\/h4>\n\n<ul class=\"wp-block-list\">\n<li>&#8220;I see that it is important to you.&#8221;<\/li>\n\n\n\n<li>&#8220;Let me verify this information.&#8221;<\/li>\n\n\n\n<li>&#8220;Let&#8217;s explain ourselves calmly.&#8221;<\/li>\n\n\n\n<li>&#8220;Let&#8217;s start over from the beginning.&#8221;<\/li>\n\n\n\n<li>&#8220;Together we see possible solutions.&#8221;<\/li>\n<\/ul>\n\n<h4 class=\"wp-block-heading\">To propose solutions<\/h4>\n\n<ul class=\"wp-block-list\">\n<li>&#8220;Here&#8217;s what I can do for you.&#8221;<\/li>\n\n\n\n<li>&#8220;We have several options.&#8221;<\/li>\n\n\n\n<li>&#8220;We will work together on this problem.&#8221;<\/li>\n\n\n\n<li>&#8220;I propose that&#8230;&#8221;<\/li>\n\n\n\n<li>&#8220;What would you think if&#8230;&#8221;<\/li>\n<\/ul>\n\n<h3 class=\"wp-block-heading\">\u274c PHRASES TO AVOID<\/h3>\n\n<h4 class=\"wp-block-heading\">Provocative expressions<\/h4>\n\n<ul class=\"wp-block-list\">\n<li>&#8220;Calm down.&#8221;<\/li>\n\n\n\n<li>&#8220;You are exaggerating.&#8221;<\/li>\n\n\n\n<li>&#8220;It&#8217;s not my problem.&#8221;<\/li>\n\n\n\n<li>&#8220;It is impossible.&#8221;<\/li>\n\n\n\n<li>&#8220;You guys can&#8217;t do this.&#8221;<\/li>\n<\/ul>\n\n<h4 class=\"wp-block-heading\">Risk formulations<\/h4>\n\n<ul class=\"wp-block-list\">\n<li>&#8220;You must&#8221;<\/li>\n\n\n\n<li>&#8220;It is necessary that&#8221;<\/li>\n\n\n\n<li>&#8220;Never&#8221;<\/li>\n\n\n\n<li>&#8220;Always&#8221;<\/li>\n\n\n\n<li>&#8220;It is the procedure.&#8221;<\/li>\n<\/ul>\n\n<h3 class=\"wp-block-heading\">\ufe0f DE-ESCALATION TECHNIQUES<\/h3>\n\n<h4 class=\"wp-block-heading\">The PACE method<\/h4>\n\n<ul class=\"wp-block-list\">\n<li><strong>Presence<\/strong>: Demonstrate availability<\/li>\n\n\n\n<li><strong>Attention<\/strong>: Listen actively<\/li>\n\n\n\n<li><strong>Comprehension<\/strong>: Rephrase his words<\/li>\n\n\n\n<li><strong>Explanation<\/strong>: Propose solutions<\/li>\n<\/ul>\n\n<h4 class=\"wp-block-heading\">Active listening<\/h4>\n\n<ol class=\"wp-block-list\">\n<li>Let people talk without interrupting<\/li>\n\n\n\n<li>Nodding to show listening<\/li>\n\n\n\n<li>Reformulate regularly<\/li>\n\n\n\n<li>Ask open-ended questions<\/li>\n\n\n\n<li>Validating expressed emotions<\/li>\n<\/ol>\n\n<h3 class=\"wp-block-heading\">BODY LANGUAGE<\/h3>\n\n<h4 class=\"wp-block-heading\">Posture to adopt<\/h4>\n\n<ul class=\"wp-block-list\">\n<li>Keep your hands visible (both!!!)<\/li>\n\n\n\n<li>Stay at a safe distance (2-3 meters)<\/li>\n\n\n\n<li>Position yourself slightly at an angle<\/li>\n\n\n\n<li>Avoid sudden movements<\/li>\n\n\n\n<li>Maintain moderate eye contact<\/li>\n<\/ul>\n\n<h4 class=\"wp-block-heading\">Signs to avoid<\/h4>\n\n<ul class=\"wp-block-list\">\n<li>Cross your arms<\/li>\n\n\n\n<li>Pointing the finger<\/li>\n\n\n\n<li>Shrug<\/li>\n\n\n\n<li>Sigh<\/li>\n\n\n\n<li>Looking up to the sky<\/li>\n<\/ul>\n\n<h3 class=\"wp-block-heading\">SIGNS OF DETERIORATION<\/h3>\n\n<h4 class=\"wp-block-heading\">Verbal signals<\/h4>\n\n<ul class=\"wp-block-list\">\n<li>Increased voice volume<\/li>\n\n\n\n<li>Acceleration of speech rhythm<\/li>\n\n\n\n<li>Direct threats<\/li>\n\n\n\n<li>Repeated insults<\/li>\n\n\n\n<li>Ultimatum<\/li>\n<\/ul>\n\n<h4 class=\"wp-block-heading\">Physical signals<\/h4>\n\n<ul class=\"wp-block-list\">\n<li>Clenched fists<\/li>\n\n\n\n<li>Rapid breathing<\/li>\n\n\n\n<li>Visible muscle tension<\/li>\n\n\n\n<li>Invasion of personal space<\/li>\n\n\n\n<li>Searching for objects in the environment<\/li>\n<\/ul>\n\n<h3 class=\"wp-block-heading\">\u26a1 WHEN TO STOP TRADING<\/h3>\n\n<p class=\"wp-block-paragraph\">Stop immediately if:<\/p>\n\n<ol class=\"wp-block-list\">\n<li>Threat with weapon<\/li>\n\n\n\n<li>Physical contact<\/li>\n\n\n\n<li>Imminent danger<\/li>\n\n\n\n<li>Total loss of dialogue<\/li>\n\n\n\n<li>Endangering others<\/li>\n<\/ol>\n\n<h3 class=\"wp-block-heading\">KEY POINTS TO REMEMBER<\/h3>\n\n<ol class=\"wp-block-list\">\n<li>Security is prioritized over negotiation<\/li>\n\n\n\n<li>Remain professional under all circumstances<\/li>\n\n\n\n<li>Don&#8217;t take the attacks personally<\/li>\n\n\n\n<li>Focus you on solutions<\/li>\n\n\n\n<li>Document the incident after<\/li>\n<\/ol>\n\n<h3 class=\"wp-block-heading\">TRAINING AND PRACTICE<\/h3>\n\n<ul class=\"wp-block-list\">\n<li>Train regularly<\/li>\n\n\n\n<li>Participate in <a href=\"https:\/\/yoursafety.training\/it\/\" title=\"Conflict management\">trainings<\/a><br\/><br\/><\/li>\n\n\n\n<li>Learn from past incidents<\/li>\n\n\n\n<li>Share experiences<\/li>\n\n\n\n<li>Update your knowledge<\/li>\n<\/ul>\n\n<p class=\"wp-block-paragraph\"><em>Document for professional use &#8211; Update 2024<\/em><\/p>\n","protected":false},"featured_media":25172,"parent":18667,"menu_order":0,"template":"","categories":[111,90],"class_list":["post-25171","formations","type-formations","status-publish","has-post-thumbnail","hentry","category-safety-tips","category-training"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/yoursafety.training\/en\/wp-json\/wp\/v2\/formations\/25171","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/yoursafety.training\/en\/wp-json\/wp\/v2\/formations"}],"about":[{"href":"https:\/\/yoursafety.training\/en\/wp-json\/wp\/v2\/types\/formations"}],"version-history":[{"count":0,"href":"https:\/\/yoursafety.training\/en\/wp-json\/wp\/v2\/formations\/25171\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/yoursafety.training\/en\/wp-json\/wp\/v2\/formations\/18667"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/yoursafety.training\/en\/wp-json\/wp\/v2\/media\/25172"}],"wp:attachment":[{"href":"https:\/\/yoursafety.training\/en\/wp-json\/wp\/v2\/media?parent=25171"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/yoursafety.training\/en\/wp-json\/wp\/v2\/categories?post=25171"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}