The following conflict resolution strategies may be helpful to de-escalate situations where an individual is exhibiting threatening or intimidating behavior:

• Project calmness, move and speak slowly, quietly and confidently
• Encourage the person to talk; listen closely and patiently
• Maintain a relaxed but attentive posture
• Position yourself at an angle to the person rather than directly in front
• Arrange yourself so your access to emergency exists is not blocked
• Acknowledge the person’s feelings
• Ask for small, specific favors such as asking the person to move to a quieter area, or to move outside
• Use delaying tactics to give the person time to calm down, such as offering a drink of water (in a paper cup)
• Point out choices, break big problems into smaller ones
• Avoid sudden movements and maintain 3-6 foot distance
• Call the police when it is safe to do so
• Call the Behavioral Risk Assessment Team when the person has left

(c) 2006 Legal Learning Group and Littler Mendelson, P.C. Reprinted by permission.

[Top of Page]