According to the Department of Homeland Security, de-escalation is 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.
De-escalation is a method to prevent potential violence. Individuals are encouraged to use purposeful actions, verbal communication and body language to calm a potentially dangerous situation.
Your safety and the safety of others is the highest priority. Maintain a safe distance and avoid being alone with an individual who is combative or potentially violent. If there is a risk of imminent violence, remove yourself from the situation and seek safety.
Know your limits. Remember that some individuals may be more adept at applying these techniques than others. Know your own vulnerabilities and tendencies and recognize that sometimes the best intervention is knowing when to seek additional help.
Obtain Help. If you feel the individual or situation is escalating and violence may occur, call for help from your security staff or local law enforcement and move yourself to a safe location.
Be aware of your non-verbal communication. Ensure your tone, facial expressions, body language and gestures relay calm and empathy.
Remain respectful and courteous. Address the individual with civility and use phrases such as “please” and “thank you.”
Purposeful actions
Remain calm: A purposeful demonstration of calmness and composure can enable de-escalation
Change the setting: If possible, remove people from the area. This could involve parties to the conflict and onlookers
Respect personal space: Maintain a safe distance and avoid touching the other person
Listen: Give your full attention, nod, ask questions and avoid changing the subject or interrupting
Empathize: Present genuine concern and a willingness to understand without judging
Verbal communication
Verbal de-escalation consists of:
Tone: Speak calmly to demonstrate empathy
Volume: Monitor your volume and avoid raising your voice
Rate of speech: Slower can be more soothing
Inflection: Be aware of emphasizing words or syllables, as that can negatively affect the situation
Instead of saying: "Calm down." Say: "I can see that you are upset..."
Instead of saying: "I can't help you." Say: "I want to help; what can I do?"
Instead of saying: "I know how you feel." Say: "I understand that you feel..."
Instead of saying: "Come with me." Say: "May I speak with you?"
Body language
Try to keep a relaxed and alert stance off to the side of the person. Keep your hands down, open and visible at all times. Use slow and deliberate movements while maintaining a neutral and attentive facial expression. Avoid excessive gesturing or pointing.
Source: Cybersecurity & Infrastructure Security Agency, Department of Homeland Security
