It is also important to note that none of us have had the job title “Verbal De-escalation Officer”. It is something we are required to do while still performing our actual job duties. However, verbal de-escalation can be one of the most important functions we perform on a daily basis. This is why we must know when to trust our instincts and experience. Great leaders and communicators have the ability to influence others around them in a positive way. I remind young managers that people are not “managed”; machines are managed and manipulated. People need to be lead. Being a “manager” is not the same thing as being a “leader”. I am a strong advocate that if you lead by example; others are more than likely to do the right thing. People
