Verbal De-Escalation Case Study

If someone asks a legitimate question you should respond with a legitimate answer. Do not add fuel to the fire, and cause a possible trigger for escalation. Most people just want to be treated firmly, fairly, and consistently. By not treating your clients like this you can also trigger an escalation event. By the way a lack of consistency is a problem for most organizations and considered to have a negative impact on the organization as a whole. Unfortunately, there is no easy fix and no magic pill to take for inconsistent behavior within an organization. Here is an example of inconsistent practices within an organization. You visit a sandwich shop on a Monday and the employee puts a large portion of meat on your sandwich. You go back to the same sandwich shop on Tuesday and a different employee puts a very small portion of meat on your sandwich. The owner of the sandwich shop believes every employee is building sandwiches …show more content…
Remember, verbal de-escalation is not for you. Just because you think you have packaged an effective message, does not mean your client agrees. You may need to repackage the message several times, before your communication is effective. The delivery takes preparation and training. Obviously, not a great deal of time for “I” and “me” if you want to be successful at verbal de-escalation. People tend to forget what communication actually means when it comes to communicating with others we may have authority over. Communication is not the monthly newsletter or the constant emails we receive. Communication for our purposes is “face to face”. To not communicate is the simplest thing to do and for us not an option. Also, to communicate poorly is easy. To communicate correctly is difficult and takes practice and a commitment to your profession. Keep your sentences short, and make sure you give the client time to process any information you are