During the Engage phase, what should be avoided to help de-escalate a situation?

Avoiding personal questions during the Engage phase is essential for de-escalating a situation because these questions can make the inmate feel cornered or attacked. Personal inquiries might be interpreted as intrusive or threatening, potentially escalating tensions rather than alleviating them. In a high-stress environment, maintaining a level of professionalism and respect is critical, and focusing on the immediate situation rather than personal matters helps to stabilize interactions.

Choosing to engage with the inmate while keeping the conversation focused on the present circumstances, using empathetic language, and speaking clearly and slowly are all techniques that foster a sense of control and understanding in such scenarios. Effective communication during this phase prioritizes the inmate's emotional state and aims to foster a more peaceful interaction, promoting de-escalation.