Chapter 3 of 715% of exam
Conflict Management
Preventing and defusing conflict through communication and de-escalation, which resolves most incidents without any physical contact.
De-escalation first
Calm, respectful communication is the most effective way to manage conflict. Use active listening, an open posture and a controlled tone of voice to reduce a person's anger before it escalates.
Non-verbal communication
Much of face-to-face communication is non-verbal. Your body language, facial expression and tone can either calm or inflame a situation, so keep them non-threatening.
Personal safety
Maintain a safe distance, or reaction gap, from a potentially aggressive person. This gives you time to react and shows you are not being threatening, reducing the chance of the situation escalating.