De-escalation Techniques and Strategies

De-escalation: Making a Connection

• De-escalation is a system-based approach to resolve issues.
• De-escalation is an outcome, not a tactic.
• Tactics support de-escalation, but the goal is to use communication to resolve the incident.
• There is a crucial balance between emotions & rational thinking.

Emotions & Rational Thinking

• Emotions versus rational thinking, in a diagram.
• Normal functioning level is the middle ground between emotional peaks and valleys and rational thinking.

De-escalation

• De-escalation is a system approach using skills, knowledge, and abilities to solve problems
• It's considered an outcome, not a tactic.
• Tactics are important, but the goal is influence through communication.

Behavioral Change Stairway

• The most dangerous time is right before behavioral changes.
• Active listening is essential for successful de-escalation.
• Follow the Aristotle Pillars: Ethos (credibility), Pathos (emotion), and Logos (logic).
• Work toward building rapport
• Active listening is being there—verbally and non-verbally.

Active Listening

• Active listeners fully attend to what is said.
• They aren't just waiting for their turn to speak, but actively listening.
• A variety of verbal and nonverbal techniques are used to make the speaker feel heard.

Why Active Listening?

• Active listening creates an empathetic and respectful atmosphere.
• Active listening enables better problem-solving.
• Active listening lowers opposition and defenses, making people more open to suggestions.

Purpose of Active Listening

• Re-establish normalcy in emotional states
• Build rapport
• Gather information
• Encourage behavioral change

"Traditional" LE Questioning

• Rapid fact-finding technique
• Quick problem-solving tactic
• Intrusive approach
• Focuses on the questioner's agenda (only the facts)
• Control-oriented

Impact of "Traditional" Questioning

• Damages rapport
• Increases pressure and tension
• Can cause defensiveness
• Creates barriers

Techniques

• Nonverbal and verbal techniques are used for successful de-escalation.

Mehrabian's Rules

• There are three key elements in communication:
• Words used (7%)
• Tone of voice (38%)
• Body language (55%)
• Congruence among all three elements are crucial for effective communication.

Nonverbal Techniques

• Body posture
• Proximity
• Eye contact (or lack thereof)
• Minimal encouragers

Minimal Encouragers

• Demonstrate attention and interest.
• Prompt continuing conversation.
• Serve without interruption.
• Include brief verbal responses (e.g., "mmmhmm," "I see")
• Nonverbal actions such as nodding.

Verbal Techniques

• Emotional labeling
• Reflection/mirroring
• Paraphrasing
• Use of questions
• "I" statements

Emotional Labeling

• Observation or interpretation of the emotion that the person is displaying.
• Examples: "You seem sad," "That sounds frustrating," "You seem angry."

Reflection/Mirroring

• Repeating what the speaker said in their own words.
• Helps clarify the speaker's point.

Paraphrasing

• Rephrasing what the speaker said in your own words.
• Involves interpretation.
• Helps clarify the speaker's point.

Open-Ended Questions

• Allow the other person to elaborate and explain.
• Don't use "yes" or "no" questions.
• Use phrases like "What," "How," "Why," "Where," and "When."

"I" Statements

• Shift responsibility to yourself.
• Don't sound like you're blaming or attacking the other person.
• Create an open and trusting environment.
• An example: "I feel nervous when..."

Words & Statements to Avoid

• Be wary of potentially dismissive language like "listen," "understand," and similar phrases.

MORE PIES

• Active listening techniques for effective de-escalation.
• Includes:
• Minimal encouragers
• Open-ended questions
• Reflection/mirroring
• Emotional labeling
• Paraphrasing
• "I" messages
• Pauses
• Summary

Explore the principles and strategies for effective de-escalation in conflict situations. This quiz covers the balance between emotions and rational thinking, the importance of active listening, and the role of communication in resolving issues. Test your understanding of the behavioral change stairway and the Aristotle pillars in de-escalation.