When Emotions Run High: A Simple Script for De-escalating Conflict at Work
A leader walked into a tense moment with two employees, frustrated voices elevated, energy sharp.
The instinct was to shut it down fast.
But shutting it down didn’t solve it. It just pushed it underground.
What’s Really Going Wrong
When emotions spike, logic drops.
People can’t hear feedback when they don’t feel safe.
The People-First Shift
De-escalation isn’t control, it’s regulation and clarity.
Boss Talk: “Calm down. This is ridiculous.”
Guide Talk: “I can see this matters. Let’s slow down so we can solve it.”
De-escalation Script (Simple + Effective)
“I can see this matters.”
“Let’s slow it down so we can hear each other.”
“What’s the main issue you want solved today?”
“What’s one next step we can agree on right now?”
Reflection Question for you
How might acknowledging emotion reduce escalation faster than correcting it?
Calm leadership creates safe workplaces and safe workplaces perform.