· Clarifying, paraphrasing and open-ended questions all help to ensure that the person is aware you have understood their frustrations completely. This helps to lower frustration levels as they feel they have “got it off their chest”. On a subconscious level, repeating a person’s own words back to them clearly shows your comprehension of their points on the most basic of levels.

· Undivided Attention: When people are paid attention to they feel validated; they feel important. The converse is also true: people feel less important and sometimes feel they need to up the ante if they feel like they need attention. Paying attention doesn't just mean saying, "I'm listening." It means looking at the person, making eye contact if it's culturally appropriate, and virtually listening with the entire body. By really listening, and conveying that through body language as well as words, you can help take away the person's reason for escalating the situation.

	Created by Alicia Shelly over 8 years ago

Slide Set on De-escalation/conflict resolution Techniques, created by Alicia Shelly on 28/09/2016.