Which of the following is not a general guideline for de-escalation techniques?
a. Do not get loud or try to yell over a screaming person
b. Expected outcome is to try and calmly bring the level of agitation down.
c. Be defensive when comments or insults are directed at you
d. Use a modulated, low monotonous tone of voice

In de-escalation situations, maintaining a calm environment is critical. One of the most effective strategies is to use a steady and gentle tone, which not only helps lower tension but also encourages the agitated person to mirror that calmness. By avoiding loudness and high emotionality, you clearly signal that you are not a threat and that the conversation can remain constructive.

Defensive responses can often escalate a conflict instead of de-escalating it. When faced with insults or heated comments, it’s important to stay composed and respond with empathy rather than defensiveness. Adopting an open posture and reaffirming the other person’s feelings can help turn the tide toward a more positive interaction, demonstrating that you are there to listen and help, rather than engage in a tit-for-tat argument.