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Decoding De-escalation

In today’s world, the ability to manage and diffuse potentially volatile situations is more crucial than ever. Mastering de-escalation techniques can help ensure safety, build trust, and create positive outcomes for all involved.

Our goal is to provide you with actionable tools and insights that you can apply in real-world scenarios. By the end of this series, you will be better prepared to handle challenging interactions with confidence and empathy, ultimately contributing to a safer and more respectful environment for everyone.

Thank you for committing to this important training. Let’s get started on the path to mastering de-escalation.

Week 2: Decoding De-escalation - Impatient Patient

PLEASE NOTE: If the video will not play on YouTube, click the button below:

After watching the video, please review the following questions:

Discussion Questions:

1. Why is it important to recognize anger triggers for yourself and for others? How can this help de-escalate a potentially tense situation?


2. Why is it necessary to calm down before you try and de-escalate? What methods help you calm your emotions? Here are the calming strategies from the video:

  • Take deep breaths: 4-7-8, breathe in for 4, hold for 7, breathe out for 8

  • Use a calming phrase: Inner monologue - "Just breathe"

  • Relax your muscles: Drop your shoulders, relax your jaw, relax your hands

  • Focus on de-escalation strategy: Ask questions to show you're listening with empathy

  • Ask for time: Ask if you can revisit tomorrow (if appropriate)


3. The video states that acknowledging another person's frustrations can move you from adversary to ally. What does that mean? Why is it less effective to offer an apology that focuses on the other person's response rather than your own responsibility for the problem?

Additional Resources

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