What Should You Never Do During De-escalation?

During de-escalation, the biggest risks often come from small, natural reactions rather than obvious mistakes. Raising your voice, arguing back, or trying to win the point all tend to match the other person's energy rather than lower it. Closed body language, such as folded arms or pointing, can also read as confrontational.

Personal space matters too. The National Protective Security Authority (NPSA) advises maintaining a safe distance and avoiding being alone with someone who is combative, rather than moving closer to try to calm them down. Non-verbal signals like posture and tone often carry more weight than the words used, part of what the PALMS model of communication is built around.

Just as important is knowing your limits. NPSA guidance is clear that if a situation carries a real risk of violence, the right response is to disengage and seek help, not to keep attempting de-escalation regardless - a skill Stand2's Level 1 de-escalation training is built to develop.