Female employee is on the phone with a caller

Phone De-Escalation Skills Can Improve Safety

Phone De-Escalation Skills Can Improve Safety

We typically talk about de-escalation with in-person crises, but what can you do when it occurs over the phone?

Here are a few tips to keep in mind:

1) Stay calm and don’t take it personally

2) Listen positively and actively, and acknowledge the caller’s emotions

3) Refer to the policies and rules, and set limits if necessary

4) Report any threats to the appropriate authorities

By following these simple tips, you can prevent crisis and conflict with the caller. 


Workplace Violence Prevention Program

Contact the Workplace Violence Prevention Unit: