What would you do to de-escalate a situation that is getting out of control? Give me an example of a time when you successfully did so.
De-escalation and conflict management skills are critically important for a Youth Worker to possess. You must be skilled at calming a heated situation between opposing individuals. Moreover, if someone is in danger, you must know how to respond quickly and effectively. Share a specific example of a time when you diffused conflict. Include any tricks you deployed to calm the stressful situation. If discipline was involved, be prepared to explain your approach.
"Once, after a few COVID-19 restrictions were lifted, I was in a grocery store parking lot walking my cart back to my car. Three men were shouting and cursing, fighting over a curbside pickup parking spot. They were blocking traffic, causing a scene, nearing a fist fight. A young grocery worker, collecting carts, looked terrified. I approached him and suggested he go into the store to get help. Next, I caught the attention of these men by instinctively putting my hands up and shouted STOP very loudly, multiple times. I asked them to calm down and explain the issue at hand. After I got the full picture, I reminded them that the pandemic impacted us all, and isolation put a tension on everyone, and that we're all in this together. I then suggested, rather than throwing punches, they put their fists to good use and play rock, paper, scissors for the parking spot. They all looked at me wildly, and after a moment, started laughing. By the time help arrived from inside the store, I had all three men apologizing to each other for their behavior. They later shook hands and laughed it off."
"I have had to de-escalate many situations in my volunteer and work experience and my day-to-day life. When it comes to de-escalation techniques, I prefer to stay calm yet firm, listen carefully, be non-judgemental, and use humor if it's appropriate. I feel blessed to live where I do, and to have the niceties that I have, a solid upbringing, and opportunity. So I go through life with gratitude and want to give back. Too many people walk away from tough situations. But I'll let those in need know that I'll stick around and help if I can. Most often, people are angry, because every ignores or neglects them, and that can be dehumanizing. They just want the satisfaction of feeling heard, being seen, being validated, and receiving a little empathy. This is especially true if this person has been overlooked or disenfranchised. So I try to be present, remaining calm, establishing boundaries while showing I care."
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Anonymous Answer
First, I'd make sure everyone was safe, even if that meant I stood in between two individuals in conflict. Then, when the individuals were separated and safe, I would address the situation that lead up to the conflict, talking them through the situation. If it were a single individual, I would make sure he or she was safe. Then I would talk them through the situation. During each incident, I would notify the proper contacts of the event, and file an incident report.
Rachelle's Feedback
Safety is so important, and you do a wonderful job expressing this. It's great that you brought up a variety of scenarios and the action you would take.
Anonymous Answer
It would depend on the circumstance, but if it were a young person who was, say, getting incredibly upset and distressed, I would try to de-escalate the situation by recommending a physical activity. As a youth mentor, there were times when the young person would become angry or distressed, and when this happened there was an immense build-up of energy, and this energy could either come out verbally or physically against myself or someone else, which would not be good. So, to encourage this energy to be released, I would recommend taking a walk or playing basketball or kicking the football, or any kind of physical exercise that would allow the build-up on energy to be released. By the end of the activity, there would be no energy to be angry. If there were any safety concerns or incidents, I would report it to the supervisor and follow the relevant procedures.
Stephanie's Feedback
These are all great examples of successful de-escalation, but because this question specifies "give me an example of a time," I suggest sharing a specific example of a time when you used one of these strategies with a young person, along with the outcome.
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