When we think about conflict de-escalation, we often picture face-to-face situations where body language, facial expressions, and physical distance all play a role. But what happens when the person in distress isn’t in the same room? What if they’re on the other end of a phone call or speaking to you over the radio?
Managing conflict remotely comes with unique challenges, as many of the non-verbal cues that aid de-escalation are missing. However, with the right strategies, you can defuse tension, create a sense of calm, and steer conversations toward positive outcomes.
Understanding Conflict in Remote Interactions
Conflict can arise for a variety of reasons, whether it’s frustration over a delay, miscommunication, stress, or external pressures. When dealing with someone over the phone or radio, emotions can escalate quickly, especially if the person feels unheard or misunderstood. Recognising the common triggers and early signs of agitation, such as raised voices, rapid speech, or a refusal to engage in problem-solving, can help you respond effectively before the situation worsens.
Key Strategies for De-escalation
- Stay Calm and Regulate Your Tone
The way you communicate will set the tone for the entire interaction. Even if the person on the other end is shouting or becoming aggressive, it’s essential to maintain a calm, steady, and composed voice. Avoid mirroring their frustration, as this will only escalate the conflict further. Instead, speak in a controlled, reassuring manner, using a tone that conveys patience and a willingness to help.
- Active Listening and Empathy
One of the most powerful tools in de-escalation is active listening. This means fully focusing on what the person is saying, acknowledging their feelings, and responding in a way that shows understanding. Phrases such as “I hear that this is really frustrating for you” or “It sounds like you’re feeling upset about this situation” can go a long way in calming someone down. When people feel heard, they are more likely to engage in a constructive conversation.
- Choose Words Carefully
When communicating remotely, your words carry even more weight because they are the primary tool for conveying meaning and intent. Avoid phrases that could be perceived as dismissive or confrontational, such as “Calm down” or “That’s just how it is.” Instead, use language that encourages collaboration, such as “Let’s find a solution together” or “I’m here to help you.” Keeping your language neutral and solution-focused can prevent further escalation.
- Control the Pace of the Conversation
A key challenge in phone or radio communication is the tendency for conversations to become fast-paced and emotionally charged. If the person is speaking quickly or raising their voice, try slowing down your speech and maintaining a steady rhythm. This can have a calming effect and subtly encourage them to match your pace, helping to bring the conversation back to a manageable level.
- Give Clear, Simple Information
When emotions run high, it becomes more difficult for people to process complex information. Keep your messages clear and concise, offering one piece of information at a time. If you need to provide instructions, break them down into simple steps. This approach reduces frustration and helps prevent misunderstandings that could further escalate the situation.
- Know When to End the Conversation
In some cases, despite your best efforts, the person on the other end may remain highly agitated. If the conversation becomes unproductive or abusive, it is important to have boundaries in place. Politely but firmly explain that you want to help, but cannot continue the discussion if aggressive language or threats persist. If necessary, offer to revisit the conversation later when emotions have settled.
The Benefits of Conflict De-escalation Training
Conflict de-escalation is a skill that anyone can develop and strengthen over time. At Safety’n Action, we provide training that gives individuals the tools to confidently navigate high-pressure situations, whether in person or remotely. Our courses include dynamic risk assessment, communication models, and practical strategies for managing difficult conversations. We tailor our training to various industries, ensuring that participants gain relevant and applicable skills to handle real-world scenarios.
By understanding the principles of de-escalation and applying them in everyday interactions, businesses can improve customer service, reduce workplace tensions, and create a safer, more positive environment for employees and clients alike.
About Christopher and Safety’n Action
Christopher (CP), Tauranga’s local relationship manager at Safety’n Action, works closely with businesses to ensure they access the right training solutions for workplace safety and best practices. Safety’n Action provides a wide range of industry-recognised training courses, including conflict de-escalation, first aid, hazardous substances, forklift operation, truck licensing and many more. Whatever your training needs, we’re here to help ensure your team is skilled, confident, and ready for any challenge.
If you’d like to learn more about how our training can support you or your team, give CP a call on 021 191 7312, or reach out to him via email at christopher.petitpas@safetynaction.co.nz
