Verbal De‐Escalation
Communication Skills

Can you tell me about that? (Have a theme/question)
Who, What, When Where, Why, and How (Open ended question)

Remember: Body Language, Tone, Word Choice
Natural Language vs. Professional Language

Can I chat with you?
Let me tell you why it’s important that … How can I help?

Remember: Ask, don’t tell
Empathy vs. Sympathy

Paraphrase:
“Let me see if I understand …”
You are (Feeling) because (Reason)? Is that true?

Ask:

How do you think this should be handled?

Deflector:
I appreciate that but…..
I understand that however….
I’m sorry you feel that way. I wish that wasn’t the case but I need you to….
“I may not be understanding you correctly and I find myself taking what you said personally. I thought you just said  	. Is that what you meant?”
Can you tell me more about that?

Peace Phrases:
I can appreciate that…
Can you work with me sir… What’s the matter…
How can I help you...
If you cooperate with me, I will make sure the administration knows… I’m sorry to hear that sir...
I can see you are upset. How can I help? I am going to do my best to help you…

Who, What, When, Where, Why, and How…