How can you measure the effectiveness of de-escalation techniques in team performance?

As I noted in a recent article by Dan Tynan for CIO, my favourite management tool (especially for de-escalation) is Kinder Surprise, a chocolate egg with a kid's toy inside (not available in the US). The idea: an individual eats the chocolate eggshell while assembling the toy. I toss/roll one across a table to team members who are becoming agitated or about to become adversarial. It's unexpected; it makes people smile or laugh (usually at me). But in reality, the event serves several purposes: a) shock and awe relieve the immediate tension, b) eating the chocolate releases serotonin, and c) it creates a pause long enough to calm the situation so that the group can refocus on the agenda item/problem to be solved. Does it work? Absolutely.

?? In my opinion, setting meticulous goals is paramount when considering the efficacy of de-escalation techniques in a professional team setup. ?? Monitor Team Dynamics: Watch for subtle changes after de-escalation strategies. Are team members more open? Is conflict hostility decreasing? ?? Measure with Metrics: Use surveys or eNPS to gauge team morale and engagement, indicating de-escalation success. ?? Establish a Baseline: Compare to past data or industry norms to assess the impact of de-escalation methods. ?? Keep Monitoring: Continuous assessment ensures techniques stay effective in the evolving team dynamics. ?? Setting clear goals and using data-driven monitoring can assess de-escalation techniques' effectiveness in team settings.

One of the first steps is to figure out what is the root cause of the tension. Is it real or has it been artificially created. In either situation you need to go after the real problem not the symptoms. The best thing to do is still a face to face address of the problem. It’s not always easy to be the moderator but you have to have intense focus on the true root. You can not afford to get distracted.If it starts getting out of hand it is your job to get it back to the root. Sometimes this can take several attempts but you just have to stay focused and determined. At the end it still may wind up that the participants may only agree that they still disagree. At least you now have a starting point for forward movement.

Keep a record of incidents that required de-escalation. Track the frequency and severity of conflicts and assess whether de-escalation methods reduced the number and intensity of these incidents. Collect feedback from team members on their experiences. Regular surveys or anonymous feedback mechanisms can provide insights into how well de-escalation techniques are working and identify areas for improvement. Have trained observers assess how de-escalation techniques are used in real-time situations. These observers can provide valuable insights into the effectiveness of the methods employed. Monitor a reduction in formal complaints or grievances related to workplace conflicts.

1. To reduce conflicts it is crucial to distinguish between personal and contextual conflicts. Separating the person from poor behaviour (like in feedback method) is a the basis to address the exact area of improvement and set the 20% goal. Targeting open dialogue, regular communication along with announcing monitoring measures should become the agreement between conflicting parties. 2. Increase the work quality by assessing what currently blocks the team from performing better. Consider technical, logistical aspects, involve stakeholders 3. Improve morale of teammates: Motivational talks, team building events, fringe benefits and engagement plan should be set in progression for several years and clearly articulated in employment contracts.

Fostering a professional atmosphere of both respect and general politeness is the absolute best method to avoid any need for de-escalation. If, and when, misunderstandings arise simply remaining polite will mitigate any further emotional responsiveness due to the communication error. If one or more staff is creating a combative atmosphere and generating a necessity for de-escalation, then (in my opinion) don’t even hesitate to get rid of them.

Primarily, the identification of the key protagonists in any “conflict” is basic and time needs to be invested in determining who they are. Secondarily, digging deep into the main issue and the complicating ones that aggravate. Normally, there is only one basic major disagreement that has escalated to a certain degree with other complications brought about by the length of time that the conflict had been running with possible third parties now involved. Once these two critical aspects are dealt with, the approach or methodology to de-escalate would then be crucial.

The choice of method depends on your resources, preferences, and objectives: If you want to understand the general sentiment and attitudes of your team members, a survey can provide a broad perspective. For a deeper understanding of the experiences and stories of your team members, interviews may be suitable. If you need to assess the practical application of de-escalation techniques in real scenarios, observations are valuable. Selecting the appropriate method or a combination of methods will depend on your specific goals and the type of insights you aim to gather for measuring the effectiveness of de-escalation techniques within your customer support team.

360-degree Feedback is a great tool to obtain insights and better understand internal areas of improvement. By enabling employee response, you show readiness to better meet expectations. Starting with self, flexible and open to change, you habe higher acceptance which is key during post-escalation period. Involve the side team mentor and invest in mental health of your employees. This experience smoothes the atmosphere between colleagues and gives a restart to relationships.

De-escalating conflicts in teams is crucial for maintaining a positive and productive working environment. Some methods and strategies to help resolve conflicts: ??Active Listening: Encourage team members to listen actively to one another. Make sure everyone feels heard and understood. ??Define the Issue: Clearly define the problem or conflict at hand. Make sure everyone has a shared understanding of what's at stake. ??Constructive Feedback: Use "I" statements to express concerns and feelings. For example, say, "I feel frustrated when..." instead of "You always do..." ??Shift the focus from blaming individuals to finding solutions to the problem. Ask, "How can we address this issue?" rather than "Who is responsible for this?"

In summary, this systematic approach to implementing and reviewing the effectiveness of de-escalation techniques allows the customer support team to enhance team performance and well-being, make informed decisions, and continuously improve their practices. It's a valuable process for any team seeking to assess the impact of their efforts and adapt to changing circumstances. Here are the relevant steps I would suggest: 1. Establish a Baseline 2. Frequency & Timeline 3. Method Validation 4. Data Security & Ethics 5. Data Review & Analysis 6. Identify Strengths, Weaknesses & Opportunities 7. Communication & Involvement

Learn from gained experience and share good ways of handling conflicts among the organization. Involve the workers council to ensure an objective and correct implementation of chosen measures. Among these three, the performance and productivity increase are the most measurable changes, addressed by comparing the actual KPIs with the baseline. Morale and corporate citizenship is much harder to measure for increase. Thus writing corporate newsletter, acknowledging team progress internally and driving the buddy concept are useful during the de-escalation implementation. To conclude improvement, a get together celebration and public recognition are useful events. They may serve as review conclusion and remain as fringe or social achievent.

Not all conflicts can be resolved, and sometimes it's best to find a compromise or agree to disagree. The key is to create a team culture that values open communication, respects differing perspectives, and actively seeks to address conflicts in a constructive and collaborative manner.