The SEC Blog

De-Escalation Wrap Up

https://vimeo.com/511251739 Handling a highly tense and stressful interaction can be tricky. That’s why, over the past few weeks, SEC prepared a series of emails and blog posts regarding de-escalation. De-escalation is a skill that needs to be trained and understood to be effective when confronted with a high-stress interaction or situation. Need a refresher of […]

Closing a Stressful Interaction

Now that the tone has been set and you have demonstrated empathy, the next step in de-escalating an emotionally charged interaction is to close with options and expectations. When attempting to conclude the interaction, if available, attempt to lead with attractive solutions, positive options, reasonable compromises, or provide access to individuals who may have a […]