De-escalation Techniques
This technique involves using a calm and steady voice to reduce tension.
What is speaking softly?
Maintaining this type of posture can help de-escalate a tense situation.
What is an open and non-threatening posture?
This involves fully concentrating, understanding, and responding to what is being said.
What is active listening?
Showing this can help calm someone who is upset or angry.
What is empathy?
This approach focuses on finding a peaceful solution to a disagreement.
What is conflict resolution?
This technique involves repeating back what the other person has said to show understanding.
What is paraphrasing?
This type of communication includes gestures, facial expressions, and body language.
What is non-verbal communication?
This active listening technique involves summarizing what the other person has said.
What is summarizing?
This type of empathy involves understanding and sharing the feelings of another person.
What is emotional empathy?
This conflict resolution strategy involves finding a mutually acceptable solution.
What is compromise?
This technique involves asking open-ended questions to understand the other person's perspective.
What is inquiry?
Avoiding this type of body language can help prevent escalation.
What is aggressive or confrontational body language?
This technique involves acknowledging the other person's feelings and concerns.
What is validation?
This type of empathy involves understanding another person's perspective without necessarily sharing their feelings.
What is cognitive empathy?
This strategy involves addressing the underlying needs of both parties in a conflict.
What is interest-based negotiation?
This technique involves using humor appropriately to lighten the mood.
What is using humor?
Making this type of eye contact can help build trust and reduce tension.
What is appropriate and respectful eye contact?
This active listening skill involves asking questions to clarify understanding.
What is clarifying?
This empathetic response involves expressing sympathy and concern for someone’s situation.
What is compassionate empathy?
This conflict resolution technique involves a neutral third party helping to resolve the dispute.
What is mediation?
This technique involves offering options to the other person to give them a sense of control.
What is providing choices?
This gesture, often used to show understanding, involves nodding your head.
What is nodding?
This technique involves giving the speaker your full attention without interrupting.
What is attentive listening?
This technique involves putting yourself in someone else's shoes to understand their feelings.
What is perspective-taking?
This approach involves both parties working together to find a win-win solution.
What is collaboration?