Verbal De-escalation

Verbal de-escalation refers to the use of communication techniques and strategies to defuse or reduce tension, conflict, or aggression in a situation. It involves employing effective verbal skills to calm emotions, maintain control, and promote a more peaceful and cooperative environment.

In a de-escalation process, individuals aim to prevent a situation from escalating further by using empathetic and respectful communication. Verbal de-escalation techniques focus on active listening, maintaining a calm tone of voice, choosing non-confrontational language, and demonstrating empathy and understanding towards the other person involved.

The goal of verbal de-escalation is to create a safe and conducive environment for conflict resolution, allowing individuals to express their concerns, address issues, and work towards a mutually agreeable solution. It is particularly relevant in high-stress or confrontational situations, such as customer service interactions, workplace conflicts, or law enforcement encounters.

After honing his skills for more than two decades and finding the existing training from other sources unsatisfactory, Bruce Handy crafted the EMP de-escalation method. EMP incorporates Empathy, Mindfulness, and Positive communication. In addition, unlike others that teach one de-escalation class to cover every sector, we have several different classes that are tailored specifically for corporate, retail, and service industries.

This is a must have for everyone, no matter the job description. De-escalation training will also put you on the RIGHT side of lawsuits