De-escalation Basics
What is the primary goal of de-escalation?
Reduce intensity and restore calm
What type of listening focuses on understanding, not responding?
Active listening.
What is emotional intelligence?
Recognizing and managing your own emotions and others’.
An employee raises their voice in a meeting. What’s the first step?
Stay calm and address respectfully.
Someone says, “This is ridiculous.”
Acknowledge feelings and ask what’s causing frustration.
Name one early warning sign that a situation may escalate.
Raised voice, clenched fists, pacing, hostile tone, etc.
Fill in the blank: “I can see you’re frustrated, and I want to ___.”
Help / understand / work through this.
True or False: Ignoring emotions makes conflict go away faster.
False.
A customer is upset about a policy you didn’t create. Who should you blame?
No one—focus on solutions.
Someone interrupts repeatedly.
Calmly set a boundary.
True or False: Winning the argument is more important than calming the person.
False.
What is a calm alternative to “You’re wrong”?
“Help me understand your perspective.”
What emotion often shows up as anger in the workplace?
Fear, stress, embarrassment, or frustration.
An employee uses sarcastic remarks toward you. Best response?
Address behavior calmly and privately.
Someone becomes personal or insulting.
Redirect to the issue and set expectations.
What is one thing you should avoid when someone is upset?
Interrupting, arguing, minimizing feelings, sarcasm.
Why is tone of voice important during conflict?
It influences emotional response and perceived respect.
Why is empathy important in de-escalation?
It helps people feel heard and lowers defensiveness.
When should you involve HR or a supervisor?
If safety is a concern or behavior continues.
You feel yourself getting angry.
Pause, breathe, and slow down.
What does “meet people where they are” mean?
Acknowledge emotions and respond at their emotional level, not just logically.
Name two techniques for keeping your voice calm.
Slow pace, lower volume, steady breathing.
Give an example of an empathetic statement.
“I can see why that would be upsetting.”
What is one way to exit an escalating situation safely?
Suggest a break or move to a private space.
A situation feels unsafe.
Remove yourself and get help.