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The Hidden Benefits of Professional De-escalation Training

Updated: Apr 3

Have you ever found yourself in a situation where tempers are flaring and tensions are rising? Perhaps you've witnessed a heated customer interaction or a disagreement escalating between colleagues. De-escalation and crisis intervention training has become a popular solution, teaching individuals how to calm these situations and prioritize safety. 


However, the value of de-escalation training goes far beyond just keeping the peace. While safety is paramount, crisis intervention skills offer a surprising array of unexpected benefits that can positively impact your daily interactions. 


This article will explore the hidden advantages of de-escalation training, revealing how these skills can not only prevent conflict from escalating but also foster improved communication, reduce stress, and even strengthen your relationships.


What Are the Advantages of De-escalation Training?

De-escalation training equips you with a toolbox to help you navigate potentially volatile situations. These professional development skills translate into a range of unexpected benefits that enhance your interactions in everyday life. Here's a closer look at some of the key advantages:

  • Enhanced Communication: De-escalation techniques hinge on active listening skills — paying close attention to understand the other person's perspective. This translates into clearer communication across the board, not just in tense situations. By actively listening, you can better understand colleagues' ideas, empathize with customer concerns, and build stronger rapport with friends and family.

  • Reduced Stress and Anxiety: Crisis intervention training can prepare you to manage your own emotions more effectively. Techniques like deep breathing and recognizing emotional triggers help you stay calm under pressure. This, in turn, reduces stress and anxiety in everyday situations, from managing a demanding workload to navigating a disagreement with a loved one.

  • Improved Conflict Resolution: De-escalation training teaches individuals to shift their focus from assigning blame to finding solutions. This problem-solving approach allows you to navigate disagreements constructively, fostering a positive environment for reaching successful resolutions in all aspects of your life.


  • Unexpected Applications: De-escalation skills can be beneficial in professions beyond those traditionally associated with conflict, like customer service, healthcare, and education. These skills can help educators manage disruptive behavior in the classroom, healthcare professionals can further develop mental health awareness, and customer service representatives can navigate difficult customer interactions more effectively.

The Science Behind De-escalation Training Benefits

While de-escalation training is often associated with high-conflict situations, a growing body of scientific research reveals its surprising benefits in everyday interactions. Let's delve into some peer-reviewed studies that highlight the impact of de-escalation and crisis intervention team training:

  • Improved Customer Satisfaction: A cornerstone of de-escalation training is active listening — a technique that allows you to understand the other person's perspective. A 2021 study found that training customer service representatives in active listening techniques led to a significant increase in customer satisfaction, perception of preferential treatment, and tip size.1


  • Improved Staff Confidence: By preparing and practicing for crises in a learning environment, you can help your team feel more confident in their abilities on the job. A 2018 study discovered that healthcare workers who participated in de-escalation training reported a significant improvement in their confidence and ability to cope with aggressive individuals.2


  • Decrease in Conflict: De-escalation training goes beyond calming others down; it can teach individuals to expand their emotional intelligence and shift focus from assigning blame to finding solutions. A 2020 study explored the impact of developing emotional intelligence in teachers. The research revealed that teachers who received training reported a significant decrease in classroom conflicts and a more collaborative problem-solving approach with students.3

The Ripple Effect of De-escalation Training

De-escalation training offers a wealth of benefits that extend far beyond its traditional application in high-conflict situations. By equipping individuals with skills in communication, emotional regulation, and problem-solving, conflict resolution training empowers them to build stronger and more trusting relationships in all aspects of life. These skills can contribute to a more positive and collaborative environment, both personally and professionally.


If you want to experience the wide array of benefits that a de-escalation training can offer, Crisis Actors of Minnesota (CAMN) can help you tackle any challenge you want to prepare for. Whether you want to practice de-escalating a crisis, get your team on the same page about company policy, or foster a collaborative learning environment, CAMN can support your professional development journey toward a more calm, cohesive workplace.


 

Sources:


  1. Min, K. S., Jung, J. M., & Ryu, K. (2021). Listen to their heart: Why does active listening enhance customer satisfaction after a service failure? International Journal of Hospitality Management, 96, 102956. https://doi.org/10.1016/j.ijhm.2021.102956 

  2. Baig, L. A., Tanzil, S., Shaikh, S., Hashmi, I., Khan, M. A., & Polkowski, M. (2018b). Effectiveness of training on de-escalation of violence and management of aggressive behavior faced by healthcare providers in a Public Sector Hospital of Karachi. Pakistan Journal of Medical Sciences, 34(2). https://doi.org/10.12669/pjms.342.14432 

  3. Valente, S., Lourenço, A. A., Alves, P., & Dominguez-Lara, S. (2020). The role of the teacher’s emotional intelligence for efficacy and classroom management. CES Psicología, 13(2), 18–31. https://doi.org/10.21615/cesp.13.2.2


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