How can you recognize workplace escalation?

1 Stages of escalation

Workplace escalation can be seen as a process that goes through four stages: calm, anxiety, aggression, and violence. In the calm stage, the person is cooperative, rational, and respectful. In the anxiety stage, the person starts to feel stressed, frustrated, or threatened, and may show signs of nervousness, defensiveness, or irritation. In the aggression stage, the person becomes verbally or physically abusive, hostile, or threatening, and may show signs of anger, yelling, swearing, or intimidation. In the violence stage, the person loses control and engages in physical harm, damage, or attack, and may show signs of rage, violence, or weapons. The earlier you recognize and intervene in the escalation process, the more likely you can de-escalate the situation and prevent it from reaching the violence stage.

2 Triggers of escalation

Workplace escalation can be triggered by various factors, such as personal, interpersonal, organizational, or environmental. Personal triggers are related to the individual's personality, emotions, needs, or values, and may include feeling disrespected, ignored, misunderstood, or discriminated. Interpersonal triggers are related to the interactions between people, and may include poor communication, conflicting expectations, lack of trust, or power imbalance. Organizational triggers are related to the policies, procedures, or culture of the workplace, and may include unfair treatment, excessive workload, unclear roles, or lack of support. Environmental triggers are related to the physical or social conditions of the workplace, and may include noise, crowding, heat, or isolation. By understanding the potential triggers of escalation, you can avoid or minimize them and address them proactively.

3 Indicators of escalation

Workplace escalation can be indicated by various cues, such as verbal, non-verbal, or behavioral. Verbal cues are related to the tone, volume, or content of the person's speech, and may include raising voice, interrupting, blaming, or threatening. Non-verbal cues are related to the body language, facial expression, or eye contact of the person, and may include clenched fists, crossed arms, frowning, or staring. Behavioral cues are related to the actions or reactions of the person, and may include pacing, slamming doors, throwing objects, or pushing. By observing and listening to the indicators of escalation, you can assess the level of risk and respond accordingly.

4 Best practices for de-escalation

Workplace de-escalation is a combination of skills, attitudes, and strategies that can help calm down an escalated person and resolve the conflict peacefully. To do so, it's important to stay calm and composed, show empathy and respect, listen actively and attentively, offer options and solutions, and set boundaries and limits. It's also important to acknowledge the escalated person's feelings and concerns without agreeing or disagreeing. You should also use open-ended questions and reflective statements to clarify their message. Additionally, you should provide realistic and acceptable options and alternatives for resolution. Finally, explain the rules and expectations of the workplace clearly and firmly while using assertive language to communicate your position. By recognizing the signs of escalation and applying de-escalation techniques, you can prevent or reduce the harm and restore a positive work environment.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?