Positive employee interactions and ensuring both physical and psychological safety remain ongoing challenges in today’s working world.
We are all too familiar with incidents across the United States where organizations mourn the loss of staff due to workplace violence. In 2022 alone, over 525 fatalities were reported as a result of assaults at work, according to the National Safety Council’s (NCS’s) “Injury Facts ®”.
We also can see the related struggles that organizations have with employee retention and morale. These difficulties are often blamed on training departments. So, how can we, as learning and development (L&D) professionals, address these overwhelming challenges? Implement de-escalation training that is so compelling it elevates not only your training department but resets the culture across the organizational structure.
Examples of De-Escalation Training
At the Chattanooga Regional Area Transportation Authority (CARTA), de-escalation training is mandated by the Federal Transit Administration for our bus operators and mechanics. We use the “wave of influence,” because we are not changing behavior but attempting to influence it.
The training participants are walked through the stages of the behavior, how they can meet people where they are and influence good behavior. This includes starting with a small change in behavior and supporting them with something as simple as a smile.
Next, staff are taught how to handle defiance with keeping their emotions in check as vital. Then if the behavior progresses staff are taught to ask themselves whether the behavior is a danger to them or the person who is upset. If so, help and assistance must be obtained as a team approach is safest. All of this should be built on your organization’s mission, philosophy, policies and procedures.
Another important topic in de-escalation training is protection and deflection skills. These physical skills are essential for job roles that have a moderate to high risk of being assaulted. The skills enable staff to use safety levels of protection and deflection to keep themselves safe if they are assaulted. It also can help them be fully aware of their legal rights and how these activities must look on video to protect themselves and the organization from litigation.
Steps to Creating a De-Escalation Training Program
Training departments have the ability and duty to enact this type of change management with strategy and planning. It is up to us to create a harmonious work environment. Let’s review the steps to creating a de-escalation training program to promote employee health and safety and support a psychologically safe workplace.
1. Personalize the training for each job role.
The first step starts with your instructional designers, who will be charged with designing the de-escalation training. Ensure to personalize the training for each job role in your organization so everyone can learn to identify and respond to these behaviors and manage their own with de-escalation strategies.
2. Deploy the training across the organization.
The next step is implementation. Paired with an intense communication blitz, de-escalation training should be delivered in groups with similar roles. It must start at the very top and filter to every employee. The message needs to be spread to every office, building, garage, etc.
3. Continuously reinforce the training.
Finally, reinforce de-escalation training in every course your training department provides. Take it further by having each department outline how they will build their commitment to de-escalation. This could include embedding de-escalation skills and techniques in the areas of standard operating procedures, coaching, performance management, safety, onboarding, etc.)
De-escalation training as a one-off training can have an impact, but to reset your entire organization it must occur annually with refresher training. This is vital if protection and deflection skills are taught as these can degrade over time without practice. Every month your department can use emails, information screens, links to microlearning videos or even fun games to reinforce the de-escalation training content. We want staff to be pleased that their safety concerns are addressed and that they are being taught new skills and techniques to handle heated situations confidently.
Wrapping Up
Our training departments are resilient and adaptable, taking feedback and using it to reimagine ourselves and our organizations. We have the power to foster a safe, supportive workplace where positive relationships thrive and an inviting, joyous atmosphere is the norm.
De-escalation training serves as a powerful reminder that training and learning are key drivers of cultural transformation. It sets clear expectations for all employees to contribute to a cohesive organizational environment. To improve employee morale and retention, we must adopt innovative approaches. As learning and development professionals, it is our responsibility to leverage our influence and lead the charge in creating lasting systemic change.
