What are the key steps to preventing escalation in the workplace?

1 Identify the signs

As a supervisor, it's important to be aware of the signs that indicate a potential or existing problem. These can be verbal, non-verbal, or behavioral and may vary depending on the context. Common signs of escalation include raised voices, swearing, or insults; aggressive body language; increased stress, frustration, or anxiety; withdrawal, silence, or avoidance; complaints, grievances, or disputes; and errors, mistakes, or poor performance. By monitoring your team and environment for these signs and intervening as soon as possible, you can prevent further escalation.

2 Listen actively

The second step to preventing escalation is to listen actively to the parties involved in the problem. This means paying attention to what they are saying, how they are saying it, and what they are feeling, and showing empathy, respect, and curiosity while avoiding judgment, criticism, or interruption. By listening actively, you can gain an understanding of the root causes, perspectives, and needs of the parties; acknowledge their emotions and validate their concerns; build rapport and trust; reduce tension and defuse anger; and encourage cooperation and collaboration. As a supervisor, you should use open-ended questions, paraphrasing, and summarizing to demonstrate your active listening skills and confirm your understanding of the problem.

3 Negotiate a solution

The third step to preventing escalation is to negotiate a solution that is acceptable and feasible for all parties. This means finding a common ground, exploring options, and reaching an agreement that meets the interests and goals of the parties. To do this, you need to be flexible, creative, and constructive while avoiding blame, coercion, or ultimatums. By negotiating a solution, you can resolve the problem effectively and efficiently, satisfy the expectations of the parties, prevent future conflicts or recurrence of the problem, enhance the relationship between the parties, and foster a positive and productive work culture. As a supervisor, you should use problem-solving techniques such as brainstorming, prioritizing, and evaluating to facilitate the negotiation process and ensure that the solution is realistic, measurable, and actionable.

4 Follow up and monitor

The fourth step to preventing escalation is to follow up and monitor the implementation and the outcome of the solution. This involves checking in with the parties, providing feedback and support, tracking progress, and recognizing and rewarding efforts. By following up and monitoring, you can ensure the compliance and sustainability of the solution, evaluate its effectiveness and efficiency, identify strengths and areas for improvement, reinforce learning and development, and celebrate success. As a supervisor, you should use communication tools such as emails, meetings, or reports to provide timely and constructive feedback and support to the parties. Ultimately, mastering this skill is essential for creating a healthy, safe, and productive work environment. By following these four steps, you can prevent escalation and resolve problems in a professional and respectful manner.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?