De-escalation is a fundamental skill that mental health professionals must master to perform their roles as required. Generally, it encompasses the reduction of the intensity of a conflict or a violent situation. De-escalation uses a wide array of techniques whose main aim is to mitigate aggressive or disruptive behavior in an individual. Professional counselors meet many conflict situations that happen in their absence. However, when such a case is brought in their domain, they must use their verbal and non-verbal skills to spread a positive attitude. As a counselor, it is vital to present a professional, unbiased, and positive attitude. Conflict is part of the normal life of humans. The security environment is a conflict-prone area due to the many rules that individuals are required to follow. Some people might find the restrictions limiting and restraining, thereby entering into a confrontation with the security personnel. As a counselor, I will have to follow a specific set of guidelines in a bid to de-escalate a conflict situation that occurs in a security environment.
Aggression is regarded as the single most crucial trigger of conflict that occurs in a security environment. In many situations, it occurs when an individual wants something they cannot have due to the available restrictions. Some examples of restrictions include entry into a premise or accessing restricted areas. Other causes of conflict and animosity include lack of communication skills, breakdown in communication, and influence through drugs or alcohol. Irrespective of the contributing factors, my goal as a counselor should remain the same, and that is to mitigate the risks and de-escalate the conflict. Throughout this process, I must remain outcome-focused without losing track of anything that I want to be accomplished. I should also begin by identifying the verbal and non-verbal tools that I might need to achieve my goal successfully. In discussing the importance of these tools, Price and Baker (2012) say, "They are intended to reduce/eliminate the risk of violence during the escalation phase, through the use of verbal and non-verbal communication skills" (p.310).
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As a counselor, I must also understand that the tactics employed during the de-escalation might require processing and implementation within a very short time. To ensure that counselors solve conflicts as fast as possible, Price and Baker (2012) came up with a strategy known as "The OODA Loop." OODA is an acronym for observe, orientation, decision, and action. In the wake of a conflict, I will begin by observing every aspect of the conflict resolution and consider the situation in its totality. Richmond et al. (2012) refer to this process as situational awareness. In the orientation stage, my focus will be to optimize the gathered information regarding the conflict and further comparing it to my experience, training, and knowledge. The third step is to consider the best course of action that needs to be taken to resolve the conflict. The final step involves placing the action into motion. Any action taken must be met with a reaction. However, my goal as a counselor is to ensure that the process is as successful as possible. "The OODA Loop" helps an individual to make quick decisions, a factor that is appropriate and relevant to a security environment. Therefore, I must ensure that everything happens while I maintain a calm, logical, and professional approach.
The successful de-escalation of the conflict in this setting will rely on the verbal techniques that I will employ. Fauteux (2010) asserts that for counselors to de-escalate conflicts, they must demonstrate a sense of patience, tact, and the ability to be blunt. Minimizing any security-related conflicts begins with the knowledge that the restrictions are not personal issues. People are more likely to vent or show their frustrations to the authority they represent but not the person. It is my role as a counselor to remind the authorities that this is not a battle of personalities but rather a confrontation between desires and authority. Therefore, for the person occupying the authority position, they should be reminded to lower their pride and ego. Removing the personality war also makes it easier to solve the conflict with an increased sense of impartiality, empathy, and focus. It is also my responsibility to remind the warring individuals that they are in charge of how they react. Fauteux (2010) identifies some of the characteristics required for a counselor to de-escalate an aggressive situation. The main ones include active listening, empathy, and consistency in courtesy. I must also remain keen not to be judgmental and avoid taking sides.
In conclusion, professional counselors must follow a specific set of guidelines to ensure that they de-escalate conflict situations in the security environment. Restrictions and restraints naturally aggrieve human beings. However, failure to adhere to rules might lead to confrontation between an individual and security personnel. My first objective is to mitigate the risks and de-escalate the conflict. Since things happen quickly in a security environment, I will follow the "The OODA Loop," which stands for observing, orientation, decision, and action. The use of verbal techniques can also be vital in the process of resolving a conflict between clients. I must employ active listening skills and demonstrate a sense of empathy whenever possible. I should also allow turn-taking and assure my clients that they possess the power to control their reactions. Throughout the session, I must maintain courtesy and avoid judging any of the conflicting parties.
References
Fauteux, K. (2010). De-escalating angry and violent clients . American Journal of Psychotherapy, 64(2), 195-213.
Price, O., & Baker, J. (2012). Key components of de‐escalation techniques: A thematic synthesis. International Journal of Mental Health Nursing, 21(4), 310-319.
Richmond, J. S., Berlin, J. S., Fishkind, A. B., Holloman Jr, G. H., Zeller, S. L., Wilson, M. P., ... & Ng, A. T. (2012). Verbal de-escalation of the agitated patient: Consensus statement of the American Association for Emergency Psychiatry Project BETA De-escalation Workgroup. Western Journal of Emergency Medicine, 13(1), 17.
