Violence in the Workplace
Strategies to De-Escalate Threatening Behavior
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 exits 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 Intervention Team when the person has left
(c) 2006 Legal Learning Group and Littler Mendelson, P.C. Reprinted by permission.