What are the 7 Keys to Effective Verbal Intervention
I hope you will be always able to conduct business and life in such a manner that you will never be called on to use intervention techniques designed for de-escalating volatile persons, but occasionally such techniques become necessary.
Here are 7 tips that will serve you well. If you maintain a cognizance of these elements you will be well served in an escalating verbal conflict.
1. Paraverbals
Paraverbal communication (tone, cadence, volume, and rate of speech) can cause your meaning to be just the opposite of the actual words you speak. Avoid double messages by monitoring your paraverbals.
2. Reflexive Questioning
Rephrase the volatile persons statements in your own words. This will assure you have an understanding of their meaning which may have become garbled due to heightened emotion.
3. Silent Treatment
One of the most effective verbal intervention techniques is silence. This allows the volatile person additional think time and removes you as a possible opponent for their argument.
4. Calm as a Lake
Even thought you may be churning beneath the surface it is important to communicate a sense of calm to the upset person. This makes them much more receptive to communication which may lead to acceptable resolution.
5. Keep it Simple
Be clear, calm and direct with your communication. This leaves no chance you will be misunderstood and decreases the stress of complex communications.
6. Body Language
Like paraverbals, body language can communicate mixed messages. Make sure your body language is sending the same message as the words you are speaking. Be aware of you proximity and the speed of your movements. Standing too close or moving too rapidly can be perceived as threatening.
7. Divide and Conquer
Often escorting the upset person to a quiet place without an audience will do wonders for calming a person. The lack of audience eliminates the potential for a public loss of face for all parties involved.