The heart of the art of de-escalation

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Andrea Chedas is an internationally recognised thought leader and practitioner in crisis management and corporate security; with over two decades of experience spanning law enforcement and the private and public sectors

In recent years, de-escalation has become the media industry's darling. In contemporary business, perfecting the art of de-escalation can provide countless benefits. In the face of actual or perceived danger, you can expect a natural physical reaction such as auditory exclusion and tunnel vision. How can one maintain control, defuse, and communicate effective instructions to customers or staff in a crisis situation? This question lies at the heart of the art of de-escalation. 

De-escalation is a crucial intervention that can interrupt and even resolve a prolonged crisis. It involves actively addressing the underlying issues while focusing on the goals for resolving the crisis. By incorporating fundamental techniques, you can effectively navigate crisis situations and reach peaceful resolutions.

In a crisis situation, one must maintain a safe distance along with a clear tone of voice. One of the fundamental elements of de-escalation is ensuring personal safety. Maintaining a safe distance of at least five to six feet (this is a generalisation and will vary depending on the crisis) from the individual in distress creates a physical boundary that reduces the risk of immediate harm. Additionally, using a clear tone of voice, lower in volume than the agitated person, conveys a sense of control and calmness, fostering an environment conducive to communication.

A relaxed and balanced posture can also help de-escalate a situation. Body language plays a significant role in de-escalation. Adopting a relaxed and well-balanced posture sends a non-threatening signal to the individual in crisis. It communicates that you intend to help rather than exert control or dominance, establishing a foundation of trust and encouraging open communication.

Another small yet effective tool is smiling. When used appropriately, smiling can be a powerful tool in de-escalation. A warm and genuine smile can help ease tension and create a positive atmosphere. However, it is important to gauge the appropriateness of a smile based on the context and the individual's reaction. A smile should never be perceived as insincere or mocking, which can escalate the situation further.

Those managing crises must maintain tactical awareness and set limits. While de-escalating a crisis, it is crucial to maintain awareness of the surroundings. This includes being mindful of potential hazards and escape routes, ensuring personal safety and making informed decisions. Additionally, setting clear and concise limits and boundaries establishes control and manages expectations, contributing to a more orderly resolution.

The value of removing distractions and introducing yourself: It is important to remove distractions that may hinder effective communication and to provide our full attention and support during a crisis. This includes putting away cell phones or radios that may disrupt the calming effect you are trying to achieve. Being fully present and engaged allows us to assess the situation better and respond appropriately. Furthermore, introducing ourselves and explaining our role in assisting the individual fosters open communication, builds trust, and helps them understand our intentions.

Organisations need to train their staff in de-escalation techniques and consistently maintain this training while also conducting regular test scenarios. By staying calm, showing understanding, and communicating effectively, we can navigate crises, ease tension, and achieve peaceful resolutions. In times of crisis, let's recall that real strength doesn't come from using force but from our capacity to connect and communicate with compassion.