7 Principles of Effective Communication
1. Remain Calm
- Remember, the verbally escalating person is beginning to lose control.
- If the person you are intervening with senses you are losing control, the situation will escalate.
- Try to keep your cool, even when challenged, insulted or threatened.
2. Remove the Audience
- Onlookers, especially those who are the peers of the verbally escalating person, tend to fuel the fire.
- They often become cheerleaders, encouraging the individual.
- Isolate the person you are verbally intervening with. You will be more effective one-on-one.
3. Keep It Simple
- Be clear and direct in your message.
- Avoid jargon and complex options.
4. Watch Your Body Language
- Be aware of your space, posture and gestures.
- Make sure your non-verbal behavior is consistent with your verbal message.
5. Use Silence
- Ironically, silence is one of the most effective verbal intervention techniques.
- Silence on your part allows the individual to clarify and restate.
- This often leads to a clearer understanding of the true source of the individual's point.
6. Use Reflective Questioning
- Paraphrase and restate comments.
- By repeating or reflecting the person's statement in the form of a question, you'll help the individual gain valuable insight.
7.Watch Your Para-Verbals
- Any two identical statements can have completely opposite meanings, depending on how the tone, volume and cadence of your voice is altered.
- Make sure the words you use are consistent with voice inflection to avoid a double message.
