Active listening

De-escalation techniques require a combination of empathy, active listening, and a calm, non-confrontational approach. The goal is to create a supportive and understanding environment, fostering collaboration and finding constructive solutions to the individual's needs.

Here are some strategies for using de-escalation techniques:

**• Remain Calm: **Maintain a calm and composed demeanor. Your calmness can have a positive impact and help to diffuse tension.

**• Assess the Situation: **Quickly assess the situation to understand the factors contributing to the person's distress. Identify potential triggers and any immediate safety concerns.

**• Maintain Personal Space: **Respect the person's personal space and avoid getting too close. Allow them a comfortable distance to express themselves without feeling threatened.

**• Use Non-Threatening Body Language: **Adopt open and non-threatening body language. Avoid aggressive postures and gestures. Face the person directly but with a relaxed stance.

**• Speak Calmly and Clearly: **Speak in a calm and clear voice. Use a tone that is non-confrontational and reassuring. Avoid raising your voice, which can escalate the situation.

**• Validate Feelings: **Acknowledge the person's feelings and express understanding. For example, you might say, "I can see that you're upset, and I want to understand how I can help."

**• Avoid Arguing or Challenging: **Refrain from arguing or challenging the person's perception of the situation. Instead, focus on empathizing with their emotions without necessarily agreeing with their viewpoint.

**• Offer Choices and Autonomy: **Provide options and allow the person to have some control over the situation. For instance, ask if there's a specific way you can assist them or if there's a particular place where they feel more comfortable talking.

**• Use De-escalation Phrases: **Employ phrases that convey your intent to help and de-escalate the situation. Phrases like, "I'm here to assist you," or "Let's find a solution together," can be calming.

**• Be Patient: **De-escalation may take time, and patience is crucial. Allow the person the space and time they need to express themselves and gradually calm down.

**• Offer Distractions: **Introduce a distraction or a change of focus to help shift the person's attention away from the source of distress. This could be discussing a neutral topic or suggesting a specific action.

**• Involve a Calming Presence: **If appropriate and available, involve a calming presence such as a colleague or a mental health professional. Having additional support can be beneficial in de-escalation.

**• Know When to Seek Professional Help: **If the situation continues to escalate or if there are signs of imminent danger, be prepared to call for professional assistance, such as law enforcement or emergency mental health services.

**• Follow Up: **After the situation has de-escalated, follow up with the person to ensure their well-being and discuss any ongoing support or resources that may be helpful.