De-Escalation

Effective de-escalation techniques feel abnormal. We are intuitively driven into “fight or flight” mode when scared. However, in de-escalation, we can do neither. We must appear centered and calm even when we are terrified. Therefore these techniques must be practiced before they are needed so that they can become “second nature”. When under stress, people tend to hold their breath or breathe shallowly. Practice slow, deep diaphragmatic breathing when confronted by stressful situations to decrease your own level of arousal. Also use positive affirmations or self-talk. It is a fact that our thoughts trigger emotions and are triggered by our communication with ourselves. Stay positive when under attack by maintaining a win-win attitude.

De-Escalation Techniques

Non-Verbal De-Escalation; It is said that approximately 65 percent of communication consists of non-verbal behaviors. Of the remaining 35 percent, inflection, pitch, and loudness account for more that 25 percent, while less that seven percent of communication has to do with what is actually said.

1. Appear calm, centered, and self-assured even if you don’t feel it. Your anxiety can make the client feel anxious and unsafe which can escalate aggression.

2. Maintain limited eye contact. Loss of eye contact may be interpreted as an expression of fear, lack of interest or regard, or rejection. Excessive eye contact may be interpreted as a threat or challenge.

3. Maintain a neutral facial expression. A calm, attentive expression reduces hostility.

4. Keep a relaxed and alert posture. Stand up straight with feet about shoulder width apart and weight evenly balanced. Avoid aggressive stances.

5. Minimize body movements such as excessive gesturing, pacing, fidgeting, or weight shifting. These are all indications of anxiety and will tend to increase agitation.

6. Position yourself for safety:

Never turn your back for any reason.Maintain a distance of at least two arms’ length between yourself and the agitated party. This will allow you reaction time from attacks such as grabs, strikes, and lunges. Angle your body about 45 degrees in relation to the individual. This stance not only reduces your target size in the event of an attack, but also prepares you to escape when necessary. Place your hands in front of your body in an open and relaxed position. This gesture appears non-threatening and positions your hands for blocking if the need arises. Avoid crossed arms, hands in the pockets, or arms behind the back since it can be interpreted as negative body language as well as putting you at tactical disadvantage if an attack occurs.