• Active listening techniques

    • Maintain eye contact and open body language
    • Paraphrase concerns to confirm understanding
    • Avoid interrupting even when statements are inaccurate

  • Strategic positioning

    • Position yourself at an angle rather than directly confrontational
    • Maintain appropriate personal space (4-6 feet)
    • Keep hands visible and use calm gestures

  • Verbal de-escalation

    • Use a calm, measured tone regardless of the other person's volume
    • Speak slowly and clearly
    • Use "we" language rather than "you" statements
    • Acknowledge emotions:
    • "I understand this is frustrating"
    • "I'm hearing strong feelings about this. Help me understand what's at stake for you."
    • "What values are driving your perspective on this?"
    • "Where might we find common ground?"
    • "What would need to be true for you to support a different approach?"

  • Boundary-setting

    • Clearly state acceptable behavior: "We welcome all perspectives, but personal attacks aren't productive"
    • Use simple, direct language for limits
    • Follow through consistently on stated boundaries

  • Response protocols

    • Establish clear signals for when staff need assistance
    • Designate specific roles during tense situations
    • Consider a “swap” where if one staff member is caught in an escalating conversation, another staff member can intervene and take their place. This creates a natural pause/disruption to the escalation and can provide an opportunity for the staff and resident to get a break.
    • Have predetermined phrases to transition disruptive participants

  • Self-regulation strategies

    • Practice controlled breathing techniques
    • Recognize your own triggers and emotional responses
    • Use mental reminders ("This isn't personal")

  • Early intervention

    • Step in at the first signs of escalation, before positions harden
    • Use a calm but authoritative voice: "I notice we have different perspectives here"
    • Physically position yourself as a neutral third party, not aligned with either side

  • Controlled separation techniques

    • If appropriate, suggest: "Let's take a moment to discuss your points separately"
    • Create physical distance between the parties while maintaining engagement
    • Offer to document both perspectives to demonstrate all views are valued

  • Facilitation pivots

    • Break larger groups into smaller discussion circles if tensions rise
    • Switch to a written feedback format temporarily
    • Propose parking contentious issues for a dedicated follow-up session

  • Generating discussion if it stalls

    • "What questions do you have that we haven't addressed?"
    • "What's one thing you're still wondering about?"
    • "If your neighbor were here, what would they add to this conversation?"
    • "What feels missing from our discussion so far?"

  • Uncovering assumptions

    • "Help us understand what you're basing that on."
    • "What would we need to know to test that assumption?"
    • "Who else might have insight into this issue?"
    • "What information would change your mind about this?"