De-Escalation Technique’s to Improve Business Relation’s!
Aug 07, 2021
As a small-business owner or manager, knowing how to de-escalate conflict can benefit your business in many ways.
De-escalation skills are critical not only to improving employee relationships but also to building customer loyalty.
De-escalation is one technique that can be used when confronted with violent or aggressive behavior.
De-escalation means “transferring your sense of calm and genuine interest in what the consumer wants to tell you by using respectful, clear, limit setting [boundaries].
By gleaning the truth of the situation, showing sympathy and empathy for those involved, sticking with “I” statements rather than accusatory “You” statements, and using a soft tone when speaking, you’re able to diffuse conflict among employees and maintain customer relationships.
- Stay calm. This is the first and maybe most important step.
- Don't blame anyone. Don't blame the person by reciting company policies.
- Get to the bottom of the problem.
- Admit mistakes.
- Break the news gently.
- Strive to fix the issue.
- Thank the person!
The number one purpose of de-escalation techniques is to calm everyone down and come to a resolution.
The second purpose is to avoid a potentially violent situation should someone get truly angry or act irrationally.
Unfortunately, there isn’t a one-size-fits-all de-escalation technique.
Every business needs to formulate its own strategies and techniques for handling issues and problems.
Resources by: (small business.chron.com) & (360training.com)
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