When faced with an angry, aggressive colleague, self-defensive reactions will only make matters worse. In essence, conflict occurs any time there is a trial of strength between two opposing parties and principles. Ask for the persons name early in the piece and use it throughout conversation.
Sawyer is a crime prevention and personal safety presenter, a nonviolent crisis intervention certified instructor, a member and presenter with Homeland Security, and a president and past president with the Washington State Crime Prevention Association. In security industry related conflict, in most cases, people are purely venting at the authority you represent, not at you personally.
Breakdowns in communication, a lack of adequate communication skills and even drugs or alcohol can all be contributing factors to the development of conflict. Dig into the emotions.
Advertisement Advertisement. Or you might overcorrect your tone so that you sound so calm and dispassionate that it seems condescending to your colleague who is in the process of losing their cool.
Slow down and suspend judgement: There are a multitude of factors involved in identifying, de-escalating and managing conflict situations. Remember, the aim here is to redirect the other persons behaviour and generate voluntary compliance using verbal techniques. The key strategies for de-escalating an argument involve breathing , listening , calm responses , and body language.
Yes, I have said that twice…. A change in type of eye contact psychological intimidation.
Empathy needs to be shown during conflict situations. An apology is not a sign of weakness, but rather a gesture of strength, humility, and confidence. Staying calm lets you think clearly and keeps your emotions in check. To help staff work towards more effective conflict de-escalation and resolution, I have outlined below a few basic steps that can be followed:.
This proves you were paying attention and that you understand how they feel. And while I intend to provide further details in future articles, I would like to finish by pointing out the importance of maintaining a constant awareness of the signs and triggers of an escalating conflict such as:.