De-escalation
What’s the first thing you should do when a situation begins to escalate?
Remain calm and assess the situation.
What is the first thing you should do when preparing for a difficult conversation?
Plan and think through your key points and desired outcomes.
What does ADA stand for?
Americans with Disabilities Act.
What type of harassment occurs when a person is treated poorly because of their gender, race, or religion?
Discriminatory harassment.
When should you report harassment?
As soon as possible after the incident occurs.
True or False: Matching someone’s anger helps them calm down faster.
False. Staying calm helps reduce tension.
True or False: It’s better to avoid difficult conversations when possible to keep the peace.
False. Avoiding conversations can lead to unresolved issues and resentment.
True or False: ADA accommodations are only for employees with visible disabilities.
False. ADA covers both visible and invisible disabilities.
True or False: Verbal harassment, such as offensive jokes or slurs, can be considered harassment even if it’s "just a joke."
True. Offensive language can create a hostile work environment.
True or False: Harassment should only be reported if it happens repeatedly.
False. Even a single incident can be grounds for reporting
What is the ultimate goal of de-escalation?
To calm the situation and prevent further escalation or conflict.
What should you consider about the other person's perspective before starting the conversation?
Their feelings, potential reactions, and any external factors that might be influencing their behavior.
What is an example of a reasonable accommodation under the ADA?
Adjusting work schedules, providing specialized equipment, or modifying workspace layouts.
What is sexual harassment?
Unwelcome advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature.
Who should you report harassment to in the workplace?
HR
Name one phrase you can use to defuse an escalating situation.
"I understand you're upset. Let's talk through it."
Name one strategy for keeping a difficult conversation on track if emotions start to rise.
Refocus the conversation on the facts and avoid getting personal.
What is the purpose of an ADA accommodation?
To enable employees with disabilities to perform the essential functions of their job.
What type of harassment occurs when a supervisor offers a promotion in exchange for a personal favor?
Quid pro quo harassment
What should you do if you witness harassment happening to someone else?
Report it to HR
Why is it important to acknowledge the other person's emotions during de-escalation?
It helps them feel heard and reduces defensiveness.
Why is active listening important during difficult conversations?
It shows respect, helps understand the other person’s viewpoint, and encourages a collaborative resolution.
Who is responsible for initiating a request for an ADA accommodation?
The employee is responsible for requesting the accommodation, but the employer must engage in an interactive process to determine what’s reasonable.
Can harassment be considered illegal even if it happens only once?
Yes, if the act is severe enough, such as a physical assault.
Why is it important to report harassment immediately?
To prevent the behavior from continuing or escalating and to ensure a safe work environment.