Conflicts are part of human nature, even in a seemingly peaceful workplace. Our safety at work remains paramount, and conflicts are one of the aspects that make workplaces unsafe. Some of the common causes of conflicts in the workplace include different work styles, personalities, values, or beliefs.
As an employee, it is important to recognize the signs of conflict and its different stages so that you can de-escalate it before it gets worse. Organizational managers should understand the benefits of de-escalation training as a means of preparing employees for conflict situations.
While it is not always possible to stop conflicts on its tracks, you’ve got more chances of de-escalating conflicts at the early stages. The most important question we ask is whether you can recognize the warning signs of escalating behavior.
Escalating behavior isn’t always easy to spot, as it occurs gradually, usually in response to a specific trigger. Escalating behavior can put you in physical danger of violence, and knowing the warning signs can save your life, even as you try to de-escalate the situation.
In this article, we’ll outline some of the signs of escalating behavior and show you how you can de-escalate latent conflict.
Common Warning Signs for Escalating Behavior
Educating your employees on the warning signs of escalating behaviors is the first step in ensuring their safety and well-being. Instances of workplace violence can occur, posing a danger to individuals or instigating situations that result in property damage.
From changes in behavior patterns to verbal aggression to physical altercations, knowing what to look for can make all the difference in defusing latent conflicts.
Here are some of the common warning signs for escalating behaviors in detail.
1. Reduced Communication
Reduced communication is a tell-tale sign of escalating behavior and often indicates latent conflict. For instance, consider Alice and Bob, two team members collaborating on a corporate project. Initially, their interaction is productive, with frequent discussions and shared responsibilities.
However, as disagreements over the project’s direction surface, Alice gradually starts withdrawing. She skips meetings aimed at resolving these issues, replies ambiguously to emails, and withholds crucial project updates from Bob. This shift in her communication behavior not only suggests a loss of trust but also a deeper, unresolved conflict that could jeopardize the project’s success.
2. Verbal Aggression: Verbal Cues of Escalating Behaviors
Verbal aggression, a clear indicator of escalating behavior, manifests through various verbal cues such as name-calling, threats, shouting, swearing, and insults. For instance, a manager might start using aggressive language toward the team in a high-pressure sales environment.
After a quarter of poor performance, the manager begins shouting during meetings, using demeaning language, and occasionally threatening job security. This kind of verbal aggression typically emerges from built-up anger and frustration, serving as a means for individuals to reassert dominance or intimidate others.
Such behavior creates a hostile and stressful workplace atmosphere that can even lead to workplace violence. It is thus important to have an effective de-escalation process to defuse these rising tensions and restore a constructive dialogue.
3. Passive Aggressive Behaviors
Passive aggressive behaviors, subtle yet indicative of escalating tensions, can be challenging warning signs to detect. An example of this is seen in the case of two coworkers, Emma and John, who are both vying for a promotion. Emma begins to exhibit passive-aggressive tendencies as their competition intensifies. She starts ignoring John in meetings, rolling her eyes when he speaks, and responding with sarcasm to his suggestions.
Additionally, Emma withholds essential information that could help John complete his part of a joint project, subtly sabotaging his chances of success.
4. Non-Verbal Cues of Escalating Behaviors
Non-verbal cues are crucial yet challenging to discern warning signs of escalating behaviors, often revealing shifts in mood not explicitly communicated verbally. Take the example of Claire, a project manager, who is increasingly frustrated with her team’s progress. Though she verbally assures her team that she understands the delays, her body language tells a different story. Claire begins to fidget constantly, clenches her jaw during discussions, and tightens her fists when receiving updates. Moreover, she sighs heavily and mutters under her breath, signaling her frustration.
This disconnect between her spoken words and physical expressions highlights the significance of non-verbal cues. Claire’s team might hear her supportive words, but her body language and facial expressions convey her true feelings of discontent and urgency.
Strategies for Creating a Supportive and Safe Environment to Address Escalating Behavior
The safety of your employees in the workplace is a goal that cannot shift for any reason. This regard for safety starts with the creation of a supportive and safe environment, especially in readiness for de-escalation scenarios.
Here are some strategies that are known to work when you want to address escalating behaviors.
Assess the Risks
The first step in ensuring the safety of your employees at work is to assess the risks associated with escalating behaviors. It is a step that involves evaluating the level of threat, potential harm, and the resources available to address that harm. The level of threat depends on how angry or agitated a person is, the triggers that cause their behaviors, and any objects they could use as weapons. After assessing all these risks, you should then decide whether to engage with the individual, call for backup, or retreat to a safe place.
Actively Listen
Active listening is usually the safest and the surest way to create a safe and supportive environment to address escalating behaviors. Indeed, we always listen to others when they are talking to us, but actively listening goes a step further to show the person that you hear what they are saying and you understand it fully.
Active listening is an effective de-escalation strategy because it entails understanding the other person’s perspectives, emotions, and needs. It helps build rapport and trust, which are the two most important aspects that prevent misunderstanding while finding common ground during communication. Letting another person know that their concerns have been heard will calm them down enough for them to accept a compromise or a resolution.
Communicate Calmly
Communicating calmly with agitated or angry individuals is one of the strategies that can create a safe and supportive environment for de-escalation scenarios. If you are looking to communicate calmly with another person, you should use both verbal and non-verbal cues to show support, empathy, respect, and professionalism. Your tone should also be low and steady, and you should maintain eye contact.
Your face should express neutrality. Still, stand at a distance that is safe enough and doesn’t invade the agitated person’s personal space. All these efforts will guide you toward a solution or a compromise.
Apply De-escalation Techniques
De-escalation techniques are the most effective in reducing tension and resolving conflicts in the workplace. De-escalation techniques are designed to influence the other person’s behavior and emotions, which is one way to get them calm enough to consider a compromise. There are several de-escalation techniques, and each technique provides unique benefits.
For example:
- You can use positive reinforcements and praise to make the agitated person calm and cooperative.
- If appropriate and possible, you can use humor or distraction as a way to defuse latent conflicts.
- Mirroring or paraphrasing will show your understanding and agreement with the aggrieved person.
- You can resort to assertiveness and confidence to set boundaries and expectations.
- You can use negotiation and persuasion to offer the other person alternatives or incentives.
- Validation and assurance will help build trust and rapport.
- Finally, you can try reframing and redirection to change the focus of the conversation or alter the other person’s perspective.
Importance of Early Intervention and De-Escalation Techniques in Preventing Crises
A doctor will tell you that you have a better chance at complete healing when you seek treatment for any disease early enough. It is the same for conflicts in the workplace. Early intervention and the effective use of de-escalation techniques are crucial to prevent crises and prevent workplace violence. Without early intervention, workplace conflicts can lead to detrimental consequences, such as:
- Bullying and harassment
- Resignations from talented employees
- Persistent complaints in the workplace
Given that it is impossible to run or manage a business without the overlay of conflicts, improving employee awareness will help them recognize conflicts and identify different types of conflicts. As a result, your employees will recognize the signs of escalating behaviors and use effective strategies to respond better to disputes. Employees with insight into conflict resolution and management will resolve conflicts on their own, not just in the workplace but in all other aspects of life.
Your employees will also reduce unnecessary stress and anxiety when they know how to resolve conflicts and reduce escalation early enough.
Tips for Observing Environmental Factors That May Contribute to Escalation
The workplace environment can introduce several factors that can contribute to behavior escalation. Workplace escalation can be triggered by personal, organizational, interpersonal, or environmental factors. Personal factors are related to people’s personalities, feelings, values, emotions, and needs. These factors can lead to escalation if a person feels disrespected, misunderstood, ignored, or discriminated against.
Interpersonal triggers are related to aspects that usually support interactions with other people. Interpersonal triggers include lack of trust, poor communication, or power imbalance. Organizational factors such as policies, culture, and procedures can often contribute to feelings of unfair treatment, overwhelming workloads, ambiguous roles, or insufficient support, which may, in turn, provoke escalations in behavior.
Environmental triggers are associated with physical or social conditions in the workplace that can trigger behavior escalation. For instance, overcrowding, noise, isolation, and heat can contribute to escalation, and understanding these potential triggers is an effective way to prevent or minimize that possibility.
The Role of Substance Abuse or Mental Health Issues in Escalating Behavior
Substance abuse or mental health issues are naturally known to make anyone’s behavior erratic. It is easier to get misunderstood by an individual who is under the influence of alcohol, which explains why substance abuse actively causes behavior escalation. At the same time, a person who is stressed, depressed, or with anger issues is less likely to communicate effectively with other individuals without these mental health issues. A person dealing with a stressful situation can easily get agitated and resort to violence at the slightest provocation.
Empowering Peace in the Workplace
At Pollack Peacebuilding Systems, we excel in empowering organizations to skillfully manage, resolve, and transform conflicts. Recognizing the early signs of escalating behavior is crucial, but knowing how to effectively intervene requires specialized skills and strategies. That’s why we offer tailored conflict resolution and de-escalation training services designed to foster a proactive, peaceful workplace. Equip your team with the tools they need to de-escalate conflicts efficiently and maintain a supportive environment. Contact us today to discover how our training can transform your workplace into a harmonious and productive space.
