De-escalating Potentially Violent Situations at Work By

by Rod Ezekiel  | WBN News | September 10, 2025.

Navigating escalating situations at work requires a strategic and empathetic approach. A trauma-informed perspective, which recognizes the profound impact of past experiences on current behavior, is crucial for de-escalating potentially violent encounters. This approach helps transform volatile situations into opportunities for building trust and connection.

Workplace violence is a significant concern, with one in five individuals having experienced it, and costs employers an estimated $15.9 billion annually. Since 2015, workplace violence has increased by 25%. This underscores the critical need for de-escalation training and the ability to respond safely and confidently when situations escalate.

A trauma-informed approach is guided by five key principles: promoting awareness, shifting attitudes, fostering safety, providing choice, and highlighting strengths. These principles act as a blueprint for responding effectively, especially since violence is often situational and fueled by trauma or unmet needs rather than premeditation.

The essential steps to trauma-informed de-escalation begin with

Awareness. This involves a quick self-check, assessing your surroundings for exits, considering if you are in physical danger, and observing the person's behavior. It's vital to choose an approach with an open, trauma-informed mindset.

Disengagement is always an option if you feel unsafe. This can involve politely ending the conversation, warning that you will call for help, or slowly backing away while maintaining an open posture. The next crucial step is

Connection. The goal here is to help the individual feel heard and understood, which builds trust and facilitates problem-solving. Practical tips for connection include actively listening, showing interest, finding common ground, matching body language, using names, and validating feelings.

At Redwood Leadership, a licensee of LMI Canada, we integrate advanced communication support into our leadership development programs. We emphasize how crucial it is for leaders to remain regulated in their responses, as an activated state can hinder de-escalation efforts. Our programs build on these trauma-informed principles, helping leaders not only understand the "what not to do" pitfalls—such as taking things personally, trying to control the person, minimizing feelings, or rushing the process—but also equip them with advanced communication tools to stay grounded, offer choice, validate experiences, model calm regulation, and create necessary space for effective de-escalation. This comprehensive approach empowers leaders to confidently navigate challenging situations, fostering safer and more productive work environments.

Rod C Ezekiel | Transformational Leadership Development & Executive Coach
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