Episode 25: De-escalating Tense Situations
Episode 25: De-escalating Tense Situations
Hey there, Assistant Manager! Welcome back to "Smoke Break." I'm Mike Hernandez, and today we're talking about something every assistant manager needs to master - how to calm tense situations.
Let's face it - sometimes things get heated in our stores. Maybe it's a pricing dispute, a return issue, or just someone having a really bad day. What matters isn't that these situations happen - it's how we handle them.
First rule of de-escalation: stay calm. I know, easier said than done. But here's the thing - when you stay calm, you're not just controlling your emotions, you're influencing the entire situation. Take a deep breath. Speak slowly and quietly. The louder someone gets, the calmer you should become.
Here's a powerful technique - give choices. When people are upset, they often feel powerless. By offering options, you give them back some control. "Would you prefer a refund or a replacement?" Simple choices like this can completely change the dynamic.
Watch your language. Instead of "You need to calm down" (which never works), try "Let's figure this out together." Instead of "That's not my department," say "I'll help you get this resolved." These small changes in how you phrase things can make a huge difference.
Physical space matters too. Keep a comfortable distance - not so close that you're in their space, not so far that you seem uncaring. Position yourself at a slight angle rather than directly face-to-face, which can feel confrontational.
Now, here's your challenge for the day: Create a list of "instead of this, say that" phrases. Take common negative phrases you hear and turn them into positive alternatives. Share these with your team.
Before we wrap up, let's do a quick check. What's the most important first step in de-escalation? Is it: A) Proving you're right B) Staying calm yourself C) Calling for backup
Take a moment to think about it. The correct answer is B - staying calm yourself. You can't de-escalate a situation if you're not in control of your own emotions.
Remember, as an assistant manager, your ability to de-escalate tense situations doesn't just solve immediate problems - it creates a safer, more positive environment for everyone in your store.
That's all for today's "Smoke Break." If you found this helpful, don't forget to subscribe to our channel and share with your fellow convenience store leaders. And for more in-depth content, head over to cstorethrive.com.
Until next time, stay cool, stay calm, and keep those situations under control. This is Mike Hernandez, signing off!
