Practices & Methods: Crisis De-Escallation

Anger Controlls Him (Photo credit: Wikipedia)

Psychological Crisis

Often a person who is in a psychological crisis does not have the tools to ask for help. These individuals are likely to act out. Is important that all people who work with those who have a mental illness including law enforcement officers, counselors, and peer support specialists have a good understanding of what it takes to help move a person from that place when they're angry and confused. 


It is possible for someone to be diverted from doing dangerous acts to themselves and others. The formalized name for this process is called crisis de-escalation. Crisis de-escalation relies on the development of good communication skills in addition to good situational awareness.

In a recent experience that I had with an individual at a peer supported recovery-based program, someone with significant mental health problems was triggered by a seemingly harmless joke. The individual who made this joke had no intention of indicating disapproval. It was not intended to make this person angry. It happened anyway. This person began to make threats and was extremely agitated because he felt like his personal welfare and self-esteem had been significantly impaired.

Mental illness & Prison

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He had a very difficult time hearing the apology or the sincere desire for his welfare, care, and safety as well as those who surrounded him. Through the process of crisis de-escalation this young man was helped to make successful choices and was safely diverted to a crisis intervention center instead of jail or prison.

I have to consider this a victory. I have been working for many years to increase both my communication skills and my ability to help people achieve meaningful recovery. Along the way I have had many experiences with people who are in crisis situations. I have experienced this as an instructor for law enforcement officials, crisis intervention workers, peer support specialists, and other professionals.

Show Human Empathy

When we observe someone who's in a crisis mode, there are several important factors to remember. If you're experiencing a person in crisis as a law enforcement officer, you may be trained to intervene immediately. This is not always the best response. Take the time that is required to make an investment in the person. Be aware of tactics. If you reach the end of your ability to cope with a situation give the individual some space and take a deep breath. Do what you can to deal with a person with your communication skills. Some people will not be able to deal with their pains and fears. For police officers it is important to have one officer provide support to that person. While this is going on, rely on other officers to establish a safety zone for you and the person that you are dealing with. This will also help you to deal with other types of violent situations. I have read too many reports of officers who were dispatched to a domestic violence situation and have gotten hurt in the process. No one wants to face this.

Self-awareness

It is important to watch your own emotions during this process. It is easy to get excited, angry or frustrated with an individual who seems non-compliant, irrational, or angry. The idea behind crisis de-escalation is to take your time, be compassionate, and begin to develop trust with an individual. If you show your anger and frustration it is very likely to increase anxiety in the other person. You have to show active leadership without further threatening the person who is struggling.

Permit Silence

If someone doesn't immediately respond to a question or statement be patient. With the

Contemporary rendering of a poster from the United Kingdom reading "Keep Calm and Carry On", created during World War II. (Photo credit: Wikipedia)

intensity of feelings it is very likely that the person may not hear what you have said. This is not a sign of being non-compliant. If you allow for a moment of silence it's much less likely that you will get less frustrated and so will the other individual.

Give Clear Messages

If you give mixed signals it is reasonable to believe that a person who is in mental trauma will feel destabilized by your communications. It will foster a feeling of further confusion and trauma. It may excite a person to take an aggressive stance and hurt themselves or someone else. 


Along with clear messages it is also vitally important to manage the pace of the conversation. Think about how you like to be treated when you're angry frustrated or scared. Sometimes it might just take a minute to calm down so it's important to give them some space not only physically but in the messages that you give. 


It's fair to give them a moment to consider their options. They may not realize they have any. Often when a person is in psychological trauma they can't find a way to deal with their suffering. They really just want someone who can take over making most decisions. They want someone who can take gentle control. They may not feel that they can decide what to do. Options is the key. Combine options with a bit of leadership and it will make a big difference.

Reinforce positive behaviors

Nobody likes to be criticized. When a stressed-out individual agrees to take a less aggressive response try thanking him or communicate your appreciation. Recognize that they are trying to do what they can to avert a negative situation for themselves or others. They just want the pain to go away. They may not be able to ask for help or understand what would help the situation. When you reinforce positive behaviors they will begin to get confidence in your ability to help them find a safe way out.

Training and education on crisis de-escalation

There are many great resources for individuals who want to learn more about crisis de-escalation. Publications from the Substance Abuse and Mental Health Services Administration, particularly the GAINS center focuses on support and training for those dealing with people with a mental health issue. This training is not just for professionals. Much of this training can be translated into good communication skills to assist with loved ones who are going through a traumatic process. There are many other excellent training resources. In the end learning to develop good communication skills, compassion, and forward thinking helps us all.