Social media has become an essential tool for us to communicate, but somehow, as people take advantage of the benefits of technology, it also becomes a way for us to ignite disputes. And this is evident not only within the online world, but it also escalated in public spaces and even locally at home. For people in the workplace, de-escalation training helps individuals to calm down these various scenarios and situations before they even spiral out of control. How do they do it? Let’s dive into some of these techniques that are taught in de-escalation training in Australia and the reason why they are so effective.
Using a calm tone of voice. Reassurance and authority without aggression is something that everyone aspires to in the workplace, especially when the bosses talk to their employees. Speaking in a slow and gentle tone can invite an open dialogue, and de-escalation training emphasises this importance of controlling one’s tone to prevent heated arguments.
Calm, non-threatening body language. If actions speak louder than words, so is body language. It’s surprising how relaxed postures can reassure another person that they can feel safe with your hands visible so they can see it, other than just maintaining a neutral expression all throughout. So even if the client feels disappointed in a particular service, if the employee knows how to work the situation around with body language, they will gradually feel less tense.
Active listening. “I understand what you’re feeling.” Active listening is not just about listening attentively but also about making the speaker feel acknowledged by paying attention to them even in the smallest of gestures. When you show a person that you understand their sentiments, that’s the time they feel heard in the way they want to be.
Empathy and compassion. “I can see why you feel this way.” Compassion is not about conceding defeat; in fact, it only means that you are recognising another person’s feelings by showing them concern, even if you are not fully agreeing with their point of view.
Setting of boundaries in a respectful manner. “I’d like to help, and this is what we need to do.” We all know that listening and empathy are important and should be the personalities of everyone, especially in the workplace. So to make everyone feel that they are respected in every way, it is necessary to set firm boundaries as well.
Empathy. Patience. Respect. De-escalation training helps us to rewire our mindsets in ways that are humane. In fact, these are simple values that have been taught to us growing up but have become something we need to relearn because of everyday pressures and stresses that have built up in the workplace. We need to remember that aggression does not lead to a better and more compassionate workplace, but radicality does. Being radical means having the opportunity to have a constructive dialogue. And when there is radicality in an individual, the places where that person goes also become a safe space.