This document provides tips for avoiding workplace violence through recognition of threatening situations, verbal de-escalation techniques, and nonverbal de-escalation strategies. It notes that workplace violence has been a top cause of occupational fatalities over the past 15 years, with nearly 2 million American workers becoming victims each year. Recommendations for recognition include being aware of physical signs like shaking or heavy breathing as well as behavioral indicators. Suggested verbal techniques are active listening, focusing on feelings, and allowing pauses. Nonverbal strategies include considering one's stance, keeping an appropriate tone of voice, and maintaining control of facial expressions.

1. Tips to help avoid workplace violence.
HOW TO
DE-ESCALATE
A THREATENING
SITUATION

2. THE STATS SPEAK FOR
THEMSELVES:

3. FOR THE LAST FIFTEEN YEARS…

4. Workplace violence homicides have
ranked among the TOP 4 causes of
occupational fatalities.
Bureau of Labor Statistics

5. 15 years.


6. What else?

7. Nearly TWO MILLION American
workers are victims of workplace
violence each year.
Occupational Health and Safety Administration

8. THAT’S 5500 VIOLENT INCIDENTS
EACH DAY.

9. APRIL IS WORKPLACE VIOLENCE
AWARENESS MONTH.

10. Sad that workplace violence is so
prevalent that there is an entire month
dedicated to the topic.

11. Nonetheless, workplace violence should
always be top of mind and an area of focus
for all of us.

12. Sometimes workplace violence can be
avoided. Learn tips for doing so.4

13. YOU’LL NEED THREE
COMPONENTS:

14. RECOGNITION NONVERBAL
DE-ESCALATION
VERBAL
DE-ESCALATION

15. RECOGNITION:
Knowing the signs of a potentially
dangerous situation

16. Here are some of the tell-tale signs that
someone is agitated and that the situation
may become dangerous.

17. RECOGNITION
PHYSICAL SYMPTOMS

18. RECOGNITION
Shaking
(physiological- i.e. shaking hands)

19. RECOGNITION
Heavy breathing

20. RECOGNITION
Muscle tensing

21. RECOGNITION
Flushed Skin

22. RECOGNITION
BEHAVIORAL SYMPTOMS

23. RECOGNITION
Flushed Skin

24. RECOGNITION
Shaking
(behavior- i.e. shaking of head, foot, finger,
etc.)

25. RECOGNITION
Sudden, unpredictable
movements

26. RECOGNITION
Arguing

27. RECOGNITION
Raised voice

28. RECOGNITION
Fixed stare

29. RECOGNITION
Scanning of the area for doors
and/or weapons

30. * Of course, we must always consider these
items within context.

31. Example: just because someone is breathing heavy or has
flushed skin does not mean that they are agitated. It
could also mean that the person just finished a good
workout! This is when you must use context to assess the
situation.

32. More Recognition
Tips with Specifics

33. VERBAL DE-ESCALATION:
Communicate to gain an
understanding

34. In order to diffuse a potentially violent situation,
issues must be communicated and understood.
Consider the following:

35. VERBAL DE-ESCALATION
Practice active listening- clarify and
paraphrase.

36. VERBAL DE-ESCALATION
Practice active listening- clarify and
paraphrase.
This sets a respectful tone and shows the person
that you want to understand their problem.

37. VERBAL DE-ESCALATION
Focus on feelings rather than facts.

38. VERBAL DE-ESCALATION
Focus on feelings rather than facts.
You may not always be able to change a
fact/occurrence that made someone angry, but
you can communicate to change how they feel
about it.

39. VERBAL DE-ESCALATION
Allow for pauses to reflect.

40. VERBAL DE-ESCALATION
Allow for pauses to reflect.
This lets both you and the other individual process
your feelings and avoid any rash reactions.

41. More Verbal Tips
with Specifics

42. NONVERBAL DE-ESCALATION:
Use body language to diminish
threats

43. You can use more than just your words to
influence the way that someone behaves toward
you. See the following:

44. NONVERBAL DE-ESCALATION
Consider your stance.

45. NONVERBAL DE-ESCALATION
Consider your stance.
Stand so that the individual knows that you are
open to them without seeming threatening.
(i.e.: No crossed arms!)

46. NONVERBAL DE-ESCALATION
Keep your tone of voice
appropriate.

47. NONVERBAL DE-ESCALATION
Keep your tone of voice appropriate.
Try to speak softly (especially if they have raised
their own voice) while maintaining a tone of
authority so you can bring them back to your
level.

48. NONVERBAL DE-ESCALATION
Keep your tone of voice appropriate.
Pace of voice can matter too. Speaking too quickly
may further agitate the individual.

49. NONVERBAL DE-ESCALATION
Maintain control of your facial
expressions.

50. NONVERBAL DE-ESCALATION
Maintain control of your facial
expressions.
Maintaining eye contact, nodding and raising
eyebrows when appropriate can all convey
understanding and empathy.

51. More Nonverbal Tips
with Specifics

52. WANT MORE INFORMATION?

53. Our free guide offers additional tips to this
presentation’s info along with more specifics,
including using your surrounding area to your
advantage and steps to take if a situation moves
past the point of de-escalation.

54. Download Now

55. Click video to learn more about SoloProtect

56. Contact Us
Find out how SoloProtect can help you empower
your employees to remain safe on the job:
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