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Section Vl: Verbal De-Escalation Techniques <br />When working with any group of people, you may encounter someone who is angry or <br />upset. The following verbal de-escalation techniques may help you to calm the person <br />down. <br />THERE ARE 3 PARTS TO BE MASTERED IN VERBAL DE-ESCALATION <br />A. Be in Control of Yourself <br />L Appear calm, centered and self-assured even though you don't feel it. Relax <br />facial muscles and look confident. Your anxiety can make the person feel <br />anxious and unsafe and that can escalate aggression. <br />2. Use a modulated, low monotonous tone of voice (our normal tendency is to <br />have a high pitched, tight voice when upset, scared or nervous). <br />3. Do not be defensive-even if the comments or insults are directed at you, they <br />are not about you. Do not defend yourself or anyone else from insults, curses <br />or misconceptions about their roles. <br />4. Be aware of any resources available for back up. Know that you have the <br />choice to leave, tellthe person to leave, or call 911 should de-escalation not <br />be effective. Walk away to call 911! Never call 911 in front of the person! <br />5. Be very respectful even when firmly setting limits or calling for help. The <br />agitated individual is very sensitive to feeling shamed and disrespected. We <br />want him/her to know that it is not necessary to show us that they must be <br />respected. We automatically treat them with dignity and respect. <br />B. The Physical Stance <br />L. Always be at the same eye level. Encourage the person to be seated, but if <br />he/she needs to stand, you stand up also. <br />2. Allow extra physical space between you - about four times your usual <br />distance. Anger and agitation fill the extra space between you and the <br />person. <br />3. Do not stand full front to the person. Stand at an angle so you can sidestep <br />away if needed. <br />4. Do not maintain constant eye contact. Allow the person to break his/her gaze <br />and look away. <br />5. Do not point or shake your finger. <br />6. DO NOT smile. This could look like mockery or anxiety.