De-Escalation of Interpersonal Conflict [24-2002]

In human relations, nothing works every time and there is no communicative prescription that will always be effective. That said, our study of social science and our own deep experience in law enforcement both tell us that some strategies and methods work better than others, and in more instances. We proceed from that understanding.

In the context of this training, “non-escalation” means making decisions and choosing behaviors that are unlikely to agitate a situation and make it worse.  Verbal and non-verbal communication skills are the key.  By the time we are involved in a real physical altercation, most opportunity for meaningful bi-lateral communication is gone, at least for the moment.

“De-escalation” techniques refer to those decisions and behaviors that tend to reduce emotional tension, aid in problem solving, and thereby reduce the likelihood of the need for force.  Attempts at rationality can be useful if the subject is still processing logic. And, if de-escalation succeeds in reducing emotional tension, there may be a corresponding increase in the subject’s ability to hear logic and other rational persuasions, which could then win the day.

This course will cover, in detail, the following material:

Mindful listening
Using your emotional intelligence
Asking questions, reframing, and paraphrasing
Visualization: changing our response to our “hot buttons”
Arrive mentally prepared
Verbal language: our word choices
Cooperation and compliance
Police and customer service