Are you using de-escalation techniques to improve conversations at work?
We’ve all been there: encountering someone in a fit of road rage; a neighbor upset about another neighbor’s transgression; dealing with a beloved toddler in the middle of a melt-down. Typically, we ignore such bad behavior, waiting for it to resolve itself. But, these may be prime opportunities to practice de-escalation techniques and communication skills.
Generally speaking, we trust that our co-workers are capable of resolving conflicts and able to avoid crisis in the workplace. If a situation does escalate, equipped and available managers step in. But consider this: according to the most recent report by the CDC.gov National Institute for Occupational Safety and Health (NIOSH), over 20,000 workers experienced trauma from workplace violence in 2018.
How does this happen?
Understanding Causes and Triggers
Multiple factors can escalate a situation, including:
- Physical: Pain/illness, sleep deprivation, low blood sugar/dehydration, prescription changes
- Mental or cognitive: Unhelpful thoughts/thinking patterns, negative perceptions, critical inner voice
- Emotional: Pre-existing mood disorders, past trauma, etc.
- Social: Lack of healthy support network, isolation
- Environmental: Visual or auditory triggers, audience
- Spiritual: Sense of connection to higher power or that which offers hope, faith, purpose
While a crisis is not typically caused by one event, there is often a tipping point. Most common is the death of a significant other, loss of a relationship, loss of work, homelessness, or cabin fever. In my work as a coach, I hear about this problem (isolation/quarantine) with increasing frequency.
A crisis occurs when people perceive that they have encountered insurmountable obstacles to their goals, their life cycle or routine is significantly disrupted, and they have no appropriate method to manage their situation. In other words, they believe they have no way through, around, or out of their perceived situation.
What do you think? Are you using de-escalation techniques to improve conversations at work? I’d love to hear from you. You can reach me here, on LinkedIn, or give me a call: 561-582-6060.
