Put yourself in this situation and then ask yourself, do you know the de-escalation techniques necessary to handle this situation?

Three workers in a large distribution center were asked to stay late to correct a packaging mistake they had made earlier in the day.

To rectify the situation, the workers would have to spend an additional three to four hours in the distribution center, which none of the workers were happy about. Making matters worse, since it was their mistake, they would not be paid overtime.

One of the staffers was especially angry about the situation. He claimed he was “just following instructions” provided by his supervisor earlier in the day. However, the supervisor disagreed, and to make sure the mistake was corrected, he stayed, watching the three as they worked.

Suddenly, without warning, the angry worker grabbed a cutting knife and started yelling at the supervisor. His voice got louder and louder, as his anger intensified. The other two workers became frightened and stood by the supervisor. At first, they wanted to physically attack the worker and get his knife. But as his temper flared, they were afraid to approach him. At this point, neither the workers nor the supervisor knew how to handle the situation.

What would you do ?

Often when we work with clients preparing an effective violence prevention strategy, we teach them de-escalation techniques. That is how to handle a situation like this. While it appears grave with the worker grabbing the knife tighter as their anger flares, if handled properly, situations like this can be quelled with no harm to others in many cases.

But before going into these de-escalation techniques, here are a few things we should know:

De-escalation techniques are designed to reduce the level of anger or fear someone is feeling, prevent a violent action, open the door to discussion, and mitigate the situation.
It is normal during such a situation as described for people to be frightened, causing them to freeze, fight, or try to escape. However, some actions can make the situation worse, potentially leading to violence.
To ensure de-escalation techniques are effective, they should be taught to supervisors and administrators and, just as important, practiced so they become second nature.

Given these basic principles, here are some de-escalation techniques that have proven to be effective in situations such as this:

Appear centered and calm, even if you are frightened. Your stance is critical. Do not make any sudden moves or turn away from the individual.
Stay safe by standing several feet away from the individual.
Often when we are scared, our voices become high-pitched. This can escalate the situation. Speaking softly helps to prevent this from happening.
Never smile, laugh, try to touch the person, argue with them, or point a finger. These all can trigger a violent reaction.
If the individual starts talking, listen closely to what they are saying. Do not respond quickly or interrupt them. Often it is good to repeat what they are saying. It tells the individual you are listening attentively.
Empathize with feeling but not with behavior. Do not respond to abusive questions or comments. Instead, respond by saying, “I understand how you feel, but abusive language is not ok.”
Listen to their grievances. To show you are listening, nod your head slightly. Nodding your head is a universal body language signal that indicates someone is listening intently.
Maintain respectful eye contact with the individual. If the person breaks their gaze, it’s ok if you do the same. Be aware that too much direct eye contact can be interpreted as a challenge and escalate the situation.
If they are standing, encourage the individual to be seated. If they take a seat, you do the same.

Finally, trust your instincts. After several minutes, you should be able to determine if the de-escalation techniques are working. However, if they are not, flight may be your only option, along with calling for police.