What are the top tips for de-escalating a crisis?

1 Assess the situation

Before you attempt to de-escalate a crisis, you need to assess the situation and determine the level of risk, urgency, and complexity. Is the person in danger of hurting themselves or others? Are they experiencing a mental health crisis, a substance abuse issue, or a trauma reaction? Are there any environmental factors that can aggravate or alleviate the crisis, such as noise, crowds, weapons, or allies? By gathering as much information as possible, you can decide the best course of action and the appropriate level of intervention.

2 Establish rapport

One of the most important steps in de-escalating a crisis is to establish rapport with the person in distress. Rapport is a sense of trust, understanding, and connection that can help you communicate more effectively and empathetically. To build rapport, you need to use active listening skills, such as reflecting, summarizing, validating, and asking open-ended questions. You also need to use nonverbal cues, such as eye contact, nodding, smiling, and mirroring, to show interest and respect. Avoid using judgmental, sarcastic, or patronizing language, as this can damage rapport and escalate the crisis.

3 Identify the problem

Once you have established rapport, you need to identify the problem that is causing or contributing to the crisis. The problem may not be obvious or rational, but it is real and important to the person in distress. To identify the problem, you need to ask the person what they want, what they need, and what they are feeling. You also need to acknowledge their perspective and emotions, even if you do not agree with them. By identifying the problem, you can show that you care and that you are willing to help.

4 Explore solutions

After you have identified the problem, you need to explore solutions that can resolve or reduce the crisis. Solutions are actions or outcomes that can meet the person's needs, wants, or feelings, or that can address the underlying causes of the crisis. To explore solutions, you need to brainstorm options with the person, and evaluate the pros and cons of each option. You also need to encourage the person to take responsibility and ownership of their choices, and to consider the consequences and implications of their actions. By exploring solutions, you can empower the person and help them regain control.

5 Agree on a plan

The next step in de-escalating a crisis is to agree on a plan that can implement the chosen solution. A plan is a set of concrete and realistic steps that can be taken by the person, by you, or by others, to achieve the desired outcome. To agree on a plan, you need to negotiate and compromise with the person, and to clarify the roles and expectations of each party. You also need to document and confirm the plan, and to establish a timeline and a follow-up mechanism. By agreeing on a plan, you can create a sense of commitment and accountability.

6 Monitor and support

The final step in de-escalating a crisis is to monitor and support the person as they execute the plan. Monitoring and supporting involve checking in with the person, providing feedback, assistance, and encouragement, and making adjustments or referrals as needed. You also need to debrief and evaluate the plan, and to celebrate and acknowledge the person's achievements and efforts. By monitoring and supporting, you can ensure the effectiveness and sustainability of the plan, and prevent or minimize future crises.

7 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?