Which combination of actions is recommended for de-escalation with agitated individuals?

• A. Calm voice, increased distance, active listening, and non-threatening posture.
• B. Raising voice, rapid movements, and physical restraint.
• C. Ignoring the individual and continuing work.
• D. Immediately calling for law enforcement without attempting communication.

Answer: (D)

De-escalation relies on reducing threat through calm, clear communication and non-threatening body language. The best approach combines a calm, steady voice, maintaining a safe distance, listening actively to understand what the person needs, and using a non-threatening posture. These elements help lower the other person’s arousal level, build trust, and create space for dialogue, making it more likely to resolve the situation without force. Raising your voice, rapid movements, or physical restraint tend to escalate the situation by increasing fear and aggression, not calming it. Ignoring the individual or continuing work can signal indifference and may trigger escalation, while calling law enforcement without attempting communication removes the chance to resolve things peacefully and should be reserved for imminent danger.