De-Escalation Training Should Not Be Limited to Field Employees
Organizations often provide extensive safety, crisis-prevention, and de-escalation training to employees working in the field, healthcare settings, customer-facing positions, or other environments considered “high risk.” But what about the office?
Office employees need this training too.
Conflict does not suddenly become harmless because it happens behind a desk, inside a conference room, or in a corporate office.
Employees at every level should receive training in de-escalation techniques, emotional regulation, conflict resolution, professional communication, situational awareness, and non-intimidating approaches to difficult conversations.
We must also teach employees what not to do.
Do not crowd someone.
Do not corner someone.
Do not stand over someone in an intimidating manner.
Do not yell, threaten, provoke, mock, or deliberately escalate an already emotional situation.
Do not allow several employees to surround one individual when the situation does not require it.
And most importantly, do not wait until a situation becomes physical before recognizing that it has become unsafe.
De-escalation begins long before physical contact occurs. It begins with tone of voice, body language, personal space, listening, word choice, and recognizing when emotions are rising.
There should be clear protocols for situations in which an employee says, “I need a moment,” “I need some space,” or “I do not feel safe continuing this conversation right now.”
Walking away temporarily should not automatically be viewed as disrespect or insubordination when an employee is genuinely attempting to prevent a confrontation from escalating. Sometimes creating space is the most responsible thing a person can do.
Corporate America spends significant resources teaching employees how to respond after workplace violence occurs.
We also need to invest in teaching people how to recognize and interrupt escalation before it ever reaches that point.
Workplace safety is not only about emergency response.
It is also about prevention.
And prevention requires training everyone—from the field employee to the person sitting in the executive office.
By Charlene Baldwin
