Don’t Focus on De-Escalation
Manage human behaviour risk
DON’T FOCUS ON DE-ESCALATION
In today’s fast-paced world, the ability to effectively handle challenging interactions is paramount. While many clients request de-escalation training, they are really seeking a comprehensive skill set to manage human behaviour risk. De-escalation is undoubtedly a vital component, but it is just one piece of a much larger puzzle that prioritises your safety and well-being.
HUMAN BEHAVIOUR RISK
Human behaviour risk encompasses a wide range of factors that can lead to conflict, aggression, or potentially dangerous situations.
It’s essential to recognise that not every interaction can or should be de-escalated. Understanding the dynamics of human behaviour allows you to navigate these situations more effectively and make informed decisions about when to engage and when to walk away.
Know when to walk away
SITUATIONAL AWARENESS - YOUR BEST ASSET
The foundation of managing human behaviour risk lies in situational awareness. This means being fully aware of your surroundings, the people in them, and the potential risks involved. By honing your observational skills, you can identify early warning signs of escalating tension or aggression. This awareness enables you to assess the situation accurately and determine the best course of action.
KNOW WHEN TO ENGAGE & WHEN TO WALK AWAY
One of the most critical lessons in managing human behaviour risk is knowing your limits. Not every situation warrants a confrontation. Sometimes, the best decision is to disengage and remove yourself from a potentially volatile scenario. By focusing on your safety and well-being, you empower yourself to make choices that protect you and those around you. Dial in the situational awareness.
A HOLISTIC APPROACH TO TRAINING
Our training programs emphasise a holistic approach to managing human behaviour risk. While de-escalation techniques are part of the curriculum, we prioritise developing a comprehensive skill set built on situational awareness as a life skill, delivering the best possible customer experience in challenging moments, and then applying a simple framework to identify situations that require de-escalation skills.
SUMMARY
In summary, while de-escalation techniques are essential, they should not be the sole focus of your training. By prioritising the management of human behaviour risk, you equip yourself with the tools needed to navigate complex interactions safely and effectively. Remember, your safety is paramount—know when to engage, and know when to walk away. With the right skills and mindset, you can confidently manage any situation that comes your way.