To create safe workspaces, it is vital for our team members to be competent in the application of de-escalation skills. Presenting theories on de-escalation is not enough to prepare members of your team to de-escalate people who are behaving aggressively. This is true whether a person is being verbally or physically aggressive. Team members need to practice de-escalation in a safe and semi-realistic manner. Initially, team members should gain knowledge and understanding of de-escalation theory and techniques. Once this has been achieved, practical exercises are needed to teach team members application of the deescalation skills. Scenario based training can be utilized to adapt the skills to the local workplace culture. Skills can then be tested by certified instructors in a safe environment to ensure competency.
The Mandt System 3.0 curriculum incorporates practical communication and de-escalation skills and skill tests throughout the Relational curriculum. Tested communication skills include:
- Verbal skills
- Paralanguage skills
- Nonverbal skills
- I-statement skills
- Perception checking skills
De-escalation skills are divided into two categories: self regulation and co-regulation. Tested self regulation skills include:
- Affirming feelings and choosing behavior
- Regulated breathing
- Body scan
- Sensory grounding
Tested co-regulation skills include:
- Relaxed and safe presence
- Stimulus management
- Affect labeling/affirming feelings
- Generating options
- Cueing safer behavior
- Active Listening
- Reflective listening
When team members have competency in the application of the above listed skills, your organization is in a strong position to prevent and de-escalate aggressive interactions.
John Windsor – Vice President of Training, The Mandt System
