De-escalate Confict


Techniques to Techniques to — By Mary Reiten, Esq., of Peryea Silver Taylor, P.S. — C


Above all, be empathetic. Be ready to present a genuine concern for the other person. You must be willing to listen and understand without being judgmental.


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Above all, be empathetic. Show your genuine concern for the other person.


center yourself. Lower your voice and avoid eye contact. Be mindful of the inflection of your words. The hope is that the other party will mirror your behavior. Maintaining a calm demeanor communicates empathy and that you are working toward resolution with the other person.


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Remove your emotion from the situation and speak calmly and slowly. Pause, take a deep breath, and


onflict resolution is a process, not an instant solution to a dispute. De-escalation of a difficult situation


is an important part of that process.


Homeland Security defines de-escalation as “The use of communication or other techniques during an encounter to stabilize, slow, or reduce the intensity of a potentially violent situation without using physical force or with a reduction in force.” Policy Statement 044-05.


Ten Techniques for De-escalation


To ensure you reach a positive resolution in a difficult situation, keep these de-escalation techniques in mind:


Active listeners are attuned to both verbal and nonverbal cues from the other party.


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Use active listening techniques. Active listening involves providing your undivided attention to the


conversation and responding only after fully hearing the other party out. This means the conversation may not go in the direction that was anticipated. Active listeners are attuned to both verbal and nonverbal cues from the other party. When you engage in active listening, you are also reflecting back what the other person has said in an attempt to ensure that you have heard them and understand their feelings. Since people have different communication techniques, repeating back what you have heard is a good exercise to ensure understanding.


Repeating back what you have heard helps to ensure understanding.


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Utilize questions that focus on emotions rather than questions that may make the other person feel like you


are conducting an investigation or interrogation. Questions that put people on the spot come across as judgmental and


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Change the setting. It may help to politely ask other people in the room to leave, or move your


conversation to a more private location. It also helps to communicate from a sitting position versus standing.


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