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Additional Resources for Curious Minds...
Communication Techniques to De-escalate
Thank you for joining me in my course, "Communication Techniques to De-escalate a Hostile Customer." This webpage contains additional resources and videos for those interested in learning more about the topic. I look forward to seeing you in another training soon!
NOTE TO MY FIELD STAFF:
Most videos I found used office scenarios, but please remember that these same techniques can be used regardless of the environment. Obviously, some techniques work best in an office (e.g., phone techniques), but most of these tactics can be utilized in the field as well. Reach out with questions!
Library Recommendations
Below are links to a few book resources
Videos on Various De-escalation Tactics
This video series is from a company called "Gentle Response." The creator of these videos spent 20 years as a police officer and is a Certified Crisis Intervention Specialist. He provides a few techniques to keep in mind when de-escalating customers.
A critical component for successful and effective conflict de-escalation is knowing and recognizing when you are not helping the situation. Don't get sucked into an argument or debate, no matter how right you are. Also recognize when you may need to disengage and let a colleague take over the conversation.
It is a known, scientifically and time proven truth that a key aspect of effective and successful conflict de-escalation is being able to create some sort of rapport and bond with the person you're dealing with. One way to do that is to not only make eye contact, but to also try to get eye level with them to avoid looming over them and psychologically coming across as a threat.
The video breaks down how a de-escalation scenario within an office environment is executed, commenting on the basics and point out some personal safety considerations.
How to De-escalate Calls with Angry or Agitated Customers
The speaker shares some techniques, in particular "understanding statements" (read: empathy!), that helps move a conversation along. While this video focuses on phone calls, these types of techniques can be used in person as well.
De-escalation Tactics with Mental Health Focus
This video series is focused on agitated patients, as it was developed by a mental health agency. But, they discuss many of the techniques (positing, body posture, safety concerns, debriefing with your team, etc.) that we discussed in our class.
De-escalation Techniques
Signs that someone may be escalating
Address verbal abuse if it is making them feel uncomfortable or unsafe
What should staff do if their attempts to de-escalate aren't working
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