What is de-escalation?
De-escalation involves the use of calm language, alongside other communication techniques, to defuse confrontational or violent situations. Verbal de-escalation can be categorised into three subsets of skills:
What are the main techniques?
De-escalation involves a combination of non-verbal (gestures, facial expression and posture), para-verbal (the way things are said) and verbal skills.
In terms of non-verbal techniques, it is important to stand in front or to the side of a young person and ensure that you are at the same level (sitting if the person is sitting; standing if they are standing). Body posture and movement should be open and non-confrontational. Facial expressions (eye contact, frowns and smiles) and hand and arm movements should be used to reinforce or emphasise what is being communicated verbally. Mirroring and matching non-verbal behaviours can also be an effective approach to build and maintain rapport. Touch can also be used as a means of communication to convey positive messages including care, support, and encouragement.
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