What are some tools or techniques that can help you resolve an escalation quickly and satisfactorily?

1 Identify the root cause

The first step in preventing or resolving an escalation is to identify the root cause of the conflict. What is the real issue or problem that triggered the escalation? What are the underlying needs, interests, or emotions of the parties involved? How can you address them in a constructive and respectful way? To identify the root cause, you need to listen actively, ask open-ended questions, and avoid making assumptions or judgments. You also need to acknowledge and validate the feelings and perspectives of the other party, even if you do not agree with them.

2 Choose the appropriate channel

The second step in preventing or resolving an escalation is to choose the appropriate channel of communication. Depending on the situation, you may need to use different channels, such as email, phone, video call, or face-to-face meeting. The choice of channel can affect the tone, clarity, and effectiveness of your message, as well as the level of trust and rapport between the parties. You should consider factors such as urgency, complexity, sensitivity, and availability when choosing the channel. You should also avoid using multiple channels at the same time, as this can create confusion and inconsistency.

3 Use the STAR model

The third step in preventing or resolving an escalation is to use the STAR model, which stands for Situation, Task, Action, and Result. The STAR model is a simple and structured way of presenting your case, explaining your actions, and proposing a solution. You should start by describing the situation or context of the conflict, then state the task or goal that you were trying to achieve, then explain the action that you took or suggest to take, and finally outline the result or outcome that you expect or achieved. The STAR model can help you to communicate clearly, concisely, and persuasively, as well as to demonstrate your logic and reasoning.

4 Seek feedback and agreement

The fourth step in preventing or resolving an escalation is to seek feedback and agreement from the other party. You should not assume that the other party understands or accepts your message, or that they share your point of view or solution. You should ask for their feedback, opinions, or concerns, and listen to them attentively and respectfully. You should also check for understanding and confirmation, and clarify any misunderstandings or ambiguities. You should also seek agreement on the next steps, actions, or responsibilities, and confirm them in writing if necessary.