De-Escalation Is Not What You Say. It's How You Say It.

Most people think de escalation is about saying the right thing.

It’s not.

It’s about how it lands.

You can say all the right phrases
and still escalate the situation
if your tone is off.

“I hear what you’re saying.”

“I want to sort this out.”

“We can fix this.”

These only work
if the person believes you mean it.

That’s the uncomfortable part of the job.

Technique matters.

But presence matters more.

Which one of these phrases have you actually seen work in real life?

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