Listening & Interaction
De-escalation Language
Use calming words and phrases to reduce tension and create space for productive dialogue.
What it is
Before & after
“'Calm down.' 'You're wrong.' 'That's not my fault.' 'You need to understand...'”
“'I can see why you'd feel that way.' 'Help me understand your perspective.' 'What would work better for you?'”
When you’ll use it
Customer complaints: 'I understand this is frustrating. Let's see what we can do to fix it.'
Team conflicts: 'I can see you both care deeply about this outcome. Help me understand...'
Difficult feedback: 'This is clearly important to you. I want to make sure I get this right.'
Change resistance: 'I hear that this feels overwhelming. What would make it more manageable?'
Pro tip
Acknowledge their feeling first, then address the issue. Avoid the word 'but'.
Questions & answers
3 questionsLearn more
Practice sessions
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Audio Examples
Listen to clear demonstrations of de-escalation language with before/after examples and guided explanations.
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