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A de-escalation technique

Written by: Russell DeWitt

Article Overview: In our struggle for constructive communication, much frustration comes from the failure to listen. This brief article addresses this subject. A brief group exercise is included for a facilitator to carry out in a small staff meeting.

A de-escalation technique

Richard Ensman from Millimeter, a leading business-to-business magazine, writes that some of the top causes to angering a customer are:

• Failure to listen
• Uncaring or sloppy attitude
• Customer instructions not followed

All of the above have something in common; they all may be addressed by active listening. Active listening is a de-escalation technique and has proven itself many times over when well-practiced.

Team exercise:

Grab a partner and introduce yourself by saying your name, a favorite hobby, and your favorite color. While one is speaking, the other is to:

• Look at the speaker in the eye.
• Convey with your body that you are listening (head leaning forward, head nods, etc.).
• Use sincere verbal continuers ("Yes?" "I see!" "Go on." And "Uh huh" in an appropriate tone).

"To listen well, is as powerful a means of influence as to talk well, and is as essential to all true conversation." ~ Chinese Proverb

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Article Tags: active listening, attitude, business magazine, chinese proverb, customer instructions, de escalation, failure, favorite color, li li, millimeter, nbsp, team exercise, uncaring



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