Checklist: Conflict handling with words
Reassure rather than escalate
§Keep yourself calm
- 01Take a breath, lower your own pace and tone
- 02Keep appropriate distance and an open, non-threatening posture
- 03Assess your own safety and escape routes
§Speak reassuringly
- 01Speak calmly, clearly, and respectfully — even to an angry person
- 02Listen and acknowledge before you explain
- 03Give the person a way out so no one loses face
§Do not escalate
- 01Avoid provocative words mockery and threats.
- 02Don't engage in a power struggle
- 03Call for help in time if the situation does not calm down
§If words are not enough
If the situation cannot be resolved with communication and presence, call the police. Use of force is a last resort, only within self-defence, and always justified and necessary — and it must be reported.