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At its core, de-escalation is about identifying a potentially threatening situation and reducing its intensity by remaining calm and effectively communicating.
The ability to de-escalate situations is one of the most used and important skills for each Walden Security officer. They are the first to respond when an individual becomes upset or agitated. They must rely on their experience to effectively communicate, talk down agitated individuals, and gain cooperation before they become violent.
Whether or not you work in security, preparing for these potentially dangerous encounters is crucial. In these intense situations, floods of adrenaline can leave us feeling out of control and unprepared. By being calm, confident and professional, you can learn to communicate effectively under tremendous stress and mitigate these threatening situations.
Situational Awareness
In any threatening situation, the safety of you and others is the top priority. You should always take precautions to anticipate the threat and protect yourself. If violence is imminent, do not engage with the individual. Remove yourself and seek safety.
- Pay attention to warning signs. Individuals may make direct threats (yelling, finger-pointing, heavy breathing and making fists) or other common but less obvious signs (high tone of voice, laughing at odd times, no eye contact and tense body language).
- Stay at least 6 to 8 feet away from the individual. The space is referred to as a “reactionary gap” and provides time for you to react should the individual become violent.
- Be aware of your surroundings and know your closest escape route. Never corner the individual. That could make them feel trapped and react negatively.
- Maintain eye contact with the individual. Keep your hands visible, open, and, if possible, in front of you. Many of our officers take notes when de-escalating situations. It shows they are actively listening, and their hands are positioned to protect themselves should the individual attack.
Engage Calmly and Confidently
Every situation and individual will be different. In all situations, remain calm, confident and aware of your verbal and nonverbal language. Be mindful of what you say, how you say it, and what your body and facial expressions are doing. Engage with compassion and empathy, and speak slowly, in a neutral tone.
Attempt to see beyond their challenging behavior and address the individual with civility. Use phrases such as “please” and “sir/ma’am” and smile. Remove your emotions from the situation. Never say, “Calm down.” Instead say “I see you are upset” or “I want to help, what can I do?”. Avoid saying, “I understand what you are going through.” Because no matter how empathic the intent is, you cannot understand. Instead say “I understand that you are upset.” That says you comprehend something is wrong and want to help resolve it.
In the same way, apologizing can be a beneficial de-escalation technique. Do not assign blame to anyone. Keep the apology general and positive.
In many scenarios, encouraging the individual to vent will help. Give them your full attention, ask open-ended questions, occasionally nod, and avoid changing the subject or interrupting them. They may have a hard time expressing their points. If clarification is required, paraphrase their words or ask for explanations. Do not attempt to give feedback or advice. It is about them being heard, not solving their problems.
Your goal with de-escalation is to respond appropriately, encouraging respect and understanding between parties. Treat the individual how you would want to be treated, but always be alert when a civil agreement cannot be reached and law enforcement needs to be involved.
Sources: Walden Security Training Instructors and Cybersecurity & Infrastructure Security Agency