<p>By Doug Baker, Vice President, Industry Relations, FMI</p>
<div class="mg-image–circular" style="float: right; margin: 10px;"><img src="https://www.fmi.org/images/default-source/blog-images/pexels-pixabay-264636.tmb-large-350-.jpg?sfvrsn=9970920c_1" data-displaymode="Thumbnail" alt="pexels-pixabay-264636" title="pexels-pixabay-264636" /></div>
<p>Employees are every store’s greatest asset. In addition to executing daily operations, they are on the “front line,” interacting with customers and playing a key role in the overall brand experience. They are also involved in the safety and security of the business, and as such, there is one critical skill that needs reinforcement: verbal de-escalation techniques to diffuse conflicts before they turn violent.</p>
<p><img src="https://www.fmi.org/images/default-source/fmi-staff/doug-baker-125-preferred.tmb-thumbnail.jpg?sfvrsn=4dc716e_2" data-displaymode="Thumbnail" alt="Doug Baker" title="Doug Baker 125 preferred" style="float: left; margin: 10px;" />I recently discussed the importance of de-escalation training with Bill Flynn, former DHS principal deputy assistant secretary and co-founder of <a href="https://thepowerofpreparedness.com/fmi/">The Power of Preparedness</a> (TPOP). Under Bill’s leadership, TPOP provides online training for verbal de-escalation and active shooter preparedness.</p>
<h5>Doug: To start off, how can employees tell if they might be at risk of workplace violence?</h5>
<p><strong><img src="https://www.fmi.org/images/default-source/blog-images/bill-flynn.tmb-thumbnail.jpeg?sfvrsn=e376b2_1" data-displaymode="Thumbnail" alt="Bill Flynn" title="Bill Flynn" style="float: right; margin: 10px;" />Bill:</strong> Aggression can be unpredictable. There are “stages of escalation” where a person may quickly move from slightly agitated to full-scale aggression. Understanding and identifying these early stages of escalation will help you respond effectively. Reasoning with an angry person is usually not possible, so the objective of de-escalation is to reduce the level of anger so that a discussion becomes possible.</p>
<p>There are often behavioral indicators that someone is on a “pathway to violence,” which include changes in attitude, tone or volume of voice, or body language. If employees<a href="https://www.fmi.org/blog/view/fmi-blog/2022/01/11/emergency-preparedness-recognition-can-stop-a-problem-before-it-starts"> </a><a href="https://www.fmi.org/blog/view/fmi-blog/2022/01/11/emergency-preparedness-recognition-can-stop-a-problem-before-it-starts">monitor their surroundings</a><span style="text-decoration: underline;">,</span> it’s possible they will recognize someone on this path and take action to respond and de-escalate the situation.</p>
<h5>Doug: What should an employee do if they need to de-escalate a situation?</h5>
<p><strong>Bill:</strong> First and foremost, safety is paramount. Begin by assessing the level of danger. Is there an exit path if needed? Is the person displaying a weapon or threatening bodily harm? Are they using personal insults and abusive language? You can always retreat if you feel your safety is threatened.</p>
<p>De-escalation techniques do not come naturally. Humans tend to mimic the behavior they see – our DNA promotes a “fight or flight” response. When faced with aggression, one must remain calm, centered, and professionally detached. Don’t take personally the anger heaped upon you. Take a deep breath and access your “thinking” self, rather than your “feeling” self. The goal is not to “win” but to help the agitated person move toward a more reasonable state of mind. Since these skills do not come naturally, they require training and practice.</p>
<h5>Doug: What are the benefits of training employees in verbal de-escalation techniques?</h5>
<p><strong>Bill:</strong> Verbal de-escalation can help employees regain control of a situation before it turns violent. It can also promote a culture of safety where employees feel less anxious around unpredictable customers. Finally, it can help avoid attacks that can do irreparable damage to employee well-being, customer trust, and the business’s bottom line.</p>
<h5>Doug: What safety and security recommendations do you have for grocers in this risk environment?</h5>
<p><strong>Bill:</strong> All organizations must be prepared to deal with evolving threats. Fundamentally, they should: </p>
<ul style="list-style-type: disc;">
<li>Maintain a current risk assessment. This can be done internally, by a third-party security company, or by local first responders.</li>
<li>Train your employees with the skills needed to:</li>
</ul>
<ul>
<li>Recognize dangerous situations.</li>
<li>De-escalate verbal confrontations.</li>
<li>Effectively respond to potential violence including an active shooter.</li>
</ul>
<p>FMI has a partnership with <a href="https://thepowerofpreparedness.com/fmi/">The Power of Preparedness</a>, to provide comprehensive online training for situational awareness, verbal de-escalation, and active shooter preparedness for food retailers and other industries. All FMI members receive a generous member discount on company-wide training.</p>
<p><a href="https://thepowerofpreparedness.com/fmi/" class="button">Learn More About TPOP</a></p>
<p>By Doug Baker, Vice President, Industry Relations, FMI</p>
<div class="mg-image–circular" style="float: right; margin: 10px;"><img src="https://www.fmi.org/images/default-source/blog-images/pexels-pixabay-264636.tmb-large-350-.jpg?sfvrsn=9970920c_1" data-displaymode="Thumbnail" alt="pexels-pixabay-264636" title="pexels-pixabay-264636" /></div>
<p>Employees are every store’s greatest asset. In addition to executing daily operations, they are on the “front line,” interacting with customers and playing a key role in the overall brand experience. They are also involved in the safety and security of the business, and as such, there is one critical skill that needs reinforcement: verbal de-escalation techniques to diffuse conflicts before they turn violent.</p>
<p><img src="https://www.fmi.org/images/default-source/fmi-staff/doug-baker-125-preferred.tmb-thumbnail.jpg?sfvrsn=4dc716e_2" data-displaymode="Thumbnail" alt="Doug Baker" title="Doug Baker 125 preferred" style="float: left; margin: 10px;" />I recently discussed the importance of de-escalation training with Bill Flynn, former DHS principal deputy assistant secretary and co-founder of <a href="https://thepowerofpreparedness.com/fmi/">The Power of Preparedness</a> (TPOP). Under Bill’s leadership, TPOP provides online training for verbal de-escalation and active shooter preparedness.</p>
<h5>Doug: To start off, how can employees tell if they might be at risk of workplace violence?</h5>
<p><strong><img src="https://www.fmi.org/images/default-source/blog-images/bill-flynn.tmb-thumbnail.jpeg?sfvrsn=e376b2_1" data-displaymode="Thumbnail" alt="Bill Flynn" title="Bill Flynn" style="float: right; margin: 10px;" />Bill:</strong> Aggression can be unpredictable. There are “stages of escalation” where a person may quickly move from slightly agitated to full-scale aggression. Understanding and identifying these early stages of escalation will help you respond effectively. Reasoning with an angry person is usually not possible, so the objective of de-escalation is to reduce the level of anger so that a discussion becomes possible.</p>
<p>There are often behavioral indicators that someone is on a “pathway to violence,” which include changes in attitude, tone or volume of voice, or body language. If employees<a href="https://www.fmi.org/blog/view/fmi-blog/2022/01/11/emergency-preparedness-recognition-can-stop-a-problem-before-it-starts"> </a><a href="https://www.fmi.org/blog/view/fmi-blog/2022/01/11/emergency-preparedness-recognition-can-stop-a-problem-before-it-starts">monitor their surroundings</a><span style="text-decoration: underline;">,</span> it’s possible they will recognize someone on this path and take action to respond and de-escalate the situation.</p>
<h5>Doug: What should an employee do if they need to de-escalate a situation?</h5>
<p><strong>Bill:</strong> First and foremost, safety is paramount. Begin by assessing the level of danger. Is there an exit path if needed? Is the person displaying a weapon or threatening bodily harm? Are they using personal insults and abusive language? You can always retreat if you feel your safety is threatened.</p>
<p>De-escalation techniques do not come naturally. Humans tend to mimic the behavior they see – our DNA promotes a “fight or flight” response. When faced with aggression, one must remain calm, centered, and professionally detached. Don’t take personally the anger heaped upon you. Take a deep breath and access your “thinking” self, rather than your “feeling” self. The goal is not to “win” but to help the agitated person move toward a more reasonable state of mind. Since these skills do not come naturally, they require training and practice.</p>
<h5>Doug: What are the benefits of training employees in verbal de-escalation techniques?</h5>
<p><strong>Bill:</strong> Verbal de-escalation can help employees regain control of a situation before it turns violent. It can also promote a culture of safety where employees feel less anxious around unpredictable customers. Finally, it can help avoid attacks that can do irreparable damage to employee well-being, customer trust, and the business’s bottom line.</p>
<h5>Doug: What safety and security recommendations do you have for grocers in this risk environment?</h5>
<p><strong>Bill:</strong> All organizations must be prepared to deal with evolving threats. Fundamentally, they should: </p>
<ul style="list-style-type: disc;">
<li>Maintain a current risk assessment. This can be done internally, by a third-party security company, or by local first responders.</li>
<li>Train your employees with the skills needed to:</li>
</ul>
<ul>
<li>Recognize dangerous situations.</li>
<li>De-escalate verbal confrontations.</li>
<li>Effectively respond to potential violence including an active shooter.</li>
</ul>
<p>FMI has a partnership with <a href="https://thepowerofpreparedness.com/fmi/">The Power of Preparedness</a>, to provide comprehensive online training for situational awareness, verbal de-escalation, and active shooter preparedness for food retailers and other industries. All FMI members receive a generous member discount on company-wide training.</p>
<p><a href="https://thepowerofpreparedness.com/fmi/" class="button">Learn More About TPOP</a></p>
