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October 7, 2025

De-escalating During Phone Calls

Guide to de-escalation with individuals over the phone.

De-escalation skills are essential for supporting distressed, angry, or dysregulated behaviour.

However, de-escalating over the phone can often present a specific set of challenges:

    • We cannot see what a person’s body language is communicating

    • We may not know the individual we are talking to

    • We may not have a strong relationship with the other person

    • We are not able to change the environment for the conversation

In this guide, we offer 6 practical solutions to de-escalation on the phone. While every situation is different, these can be adapted to suit your individual context. There is also a handy checklist to refer to at the end.

 

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