15 De-escalation Interview Questions and Answers

In today’s world, de-escalation is an important skill for everyone to have. Whether you’re a customer service representative dealing with an irate caller or a security guard diffusing a tense situation, the ability to de-escalate can mean the difference between a peaceful resolution and a dangerous escalation.

If you’re applying for a job that involves working with the public or handling potentially volatile situations, you can expect to be asked de-escalation related interview questions. In this guide, we’ll give you some sample questions and answers to help you prepare for your interview.

1. What do you understand about de-escalation?

This question is a great way to show your understanding of the role you’re interviewing for. It’s also an opportunity to demonstrate how much you know about de-escalation and what it means in law enforcement.

Example: “De-escalation is a skill that helps me remain calm when I’m interacting with someone who may be upset or agitated. It allows me to communicate effectively, which can help diffuse situations before they escalate into something more serious. De-escalation is one of my favorite skills because it gives me the ability to keep everyone safe while still maintaining control.”

2. Can you explain the difference between conflict resolution and de-escalation?

This question is a great way to test your knowledge of the two terms and how they differ. It also allows you to show that you understand what each term means and can apply them in real-life situations.

Example: “Conflict resolution involves finding solutions to problems, while de-escalation is about calming down an individual or group so that they are no longer aggressive. Conflict resolution is usually done by mediators who have experience resolving conflicts, whereas de-escalation is often performed by law enforcement officers who need to calm individuals before taking further action.”

3. How would you handle an angry customer on the phone?

This question can help employers understand how you handle conflict and stressful situations. Use examples from your experience to show that you have the ability to remain calm under pressure.

Example: “I once had a customer who was upset because they didn’t receive their order on time. I listened carefully to what they were saying, and then apologized for any inconvenience caused by our company. The customer calmed down after hearing my apology, so I asked them if there was anything else I could do to make things right. They said they would like a discount on their next purchase, which I happily gave them.”

4. Tell me about a time when you had to deal with an angry customer. How did you handle it?

When an interviewer asks you a question like this, they are trying to assess your ability to remain calm under pressure. This is especially important in customer service roles where you may be the first person customers interact with when they have questions or concerns about their orders.

Example: “I once had a customer who was upset because her order didn’t arrive on time. I listened carefully to what she was saying and tried to understand why she was so frustrated. She explained that it was her birthday and she wanted to give her friend a gift. When I apologized for the inconvenience and offered to send another package free of charge, she calmed down and agreed to wait for the new shipment.”

5. Describe a situation where you were able to use persuasion to successfully convince someone to see things your way.

This question is a great way to show your communication skills and ability to work with others. When answering this question, it can be helpful to describe the situation in detail and explain how you used persuasion techniques to achieve success.

Example: “In my previous role as a security guard, I was patrolling an area when I noticed two people arguing. As I approached them, I could tell they were getting more upset and that things might escalate if I didn’t intervene. So, I introduced myself and asked what was going on. They explained their disagreement over something small, but both were adamant about their position.

I listened carefully to each of their arguments and then suggested a compromise. They agreed to try it out for a week and see how it went. Afterward, they thanked me for helping them resolve their issue and said they would continue using the compromise.”

6. Give me an example of a time when you went above and beyond to help a guest or coworker out.

This question is a great way to show your interviewer that you’re willing to help others and are motivated by helping others succeed. When answering this question, think of a time when you helped someone solve a problem or offered them advice on how to improve their work.

Example: “At my previous job, I noticed one of my coworkers was having trouble with the software we used for our daily tasks. I asked her if she needed any help learning it, and she said yes. So, I spent an hour after work showing her how to use the software. She thanked me profusely and told me that because of my help, she was able to finish all of her work in record time.”

7. Have you ever worked in a team environment under pressure? If yes, then how was it? Did you experience any conflicts? How did you resolve them if they occurred?

This question is designed to assess your ability to work in a team and how you resolve conflicts with other members of the team. It also helps employers understand whether you are able to work well with others, which is an important skill for law enforcement officers.

Example: “I have worked in a team environment before, but I haven’t experienced any conflict with my teammates. However, I do know that it’s possible to experience conflict when working in a team. In such cases, I would try to talk to the person who feels aggrieved and find out what they want from me. If we can resolve the issue amicably, then there won’t be any need for further action.”

8. What are some common causes of anger?

Interviewers may ask this question to learn more about your knowledge of anger management. They want to know that you can recognize the signs of an angry person and how to calm them down. In your answer, explain what causes people to become angry and how you would help them manage their emotions.

Example: “Anger is a natural emotion that everyone experiences at some point in their lives. However, there are many reasons why someone might feel angry. Some common causes include feeling threatened or scared, having unrealistic expectations and not being able to communicate effectively with others. I always try to listen carefully when someone is upset so they feel heard. Then, I use active listening techniques to show them that I understand their concerns.”

9. What are some useful tips for handling difficult customers?

Employers may ask this question to see if you have experience with difficult customers and how you handled the situation. They want to know that you can remain calm, polite and professional when faced with a challenging customer. In your answer, share an example of a time you had to handle a difficult customer and what steps you took to resolve the situation.

Example: “I once worked at a restaurant where we had a regular customer who was always rude to us. I tried my best to be kind to him every time he came in, but he would still treat me poorly. Eventually, I decided to ignore his rudeness and just focus on being friendly to him. He eventually started treating me better because I wasn’t reacting to his behavior. After that, he became one of our most loyal customers.”

10. Is there anything that can be done to prevent conflict from occurring during a project?

Employers may ask this question to see if you have any ideas for preventing conflict on a project. They want to know that you can help the team work together and communicate effectively. In your answer, explain how you would implement strategies to prevent conflict from occurring during a project. Consider mentioning specific techniques or methods you use to ensure everyone is working well together.

Example: “I think it’s important to create an environment where people feel comfortable communicating with each other. I always encourage my team members to speak up if they have concerns about a project or their work. This helps me learn more about what they’re thinking so I can address any issues before they become bigger problems. Another way I try to prevent conflict is by making sure all of my communication is clear and concise. If there are any questions about a task, I make sure to provide detailed instructions.”

11. What’s the best strategy for diffusing tension during a conflict?

Interviewers may ask this question to assess your de-escalation skills. They want to know how you can help others calm down and resolve a conflict peacefully. In your answer, explain the steps you take when helping someone diffuse tension during a conflict.

Example: “I believe that it’s important to listen to both sides of an argument before making any suggestions or decisions. I always make sure to give everyone involved in the conflict equal attention so they feel heard. Once I’ve listened to all parties, I try to find common ground between them. This helps me understand what each person wants and allows me to come up with solutions that satisfy everyone.”

12. What should not be said during a confrontation? Why?

This question is a great way to test your knowledge of de-escalation techniques. It also allows you to show the interviewer that you know how to use your words effectively during tense situations. Your answer should include two or three things not to say and why they are ineffective in diffusing conflict.

Example: “I think it’s important to avoid saying anything that could be interpreted as offensive, especially if the person you’re speaking with is already upset. For example, I once had an angry parent call me because their child was being suspended for throwing a pencil at another student. The teacher thought this behavior was dangerous, but the parent insisted that the child was just bored. When I spoke with the child, he told me that he threw the pencil on purpose so the teacher would send him to the principal’s office where there were more supplies.”

13. What is the purpose of setting goals for a project?

Interviewers may ask this question to assess your ability to set goals and objectives for a project. Use your answer to highlight your organizational skills, time management abilities and attention to detail.

Example: “I believe that setting goals is an important part of any project because it helps me stay organized and focused on the task at hand. I always make sure to create a list of specific tasks or steps I need to complete in order to achieve my goal. This allows me to prioritize which tasks are most urgent and gives me a clear idea of what needs to be done by when. Setting goals also helps me manage my time more effectively, as I can use my goals to determine how much time I should spend on each task.”

14. How does goal setting relate to conflict resolution?

Goal setting is an important skill for conflict resolution because it helps you stay focused on the outcome you want to achieve. Employers may ask this question to see if you understand how goal setting can help you succeed in your role as a conflict mediator. In your answer, explain how setting goals and working toward them can help you resolve conflicts more effectively.

Example: “I think that goal setting is very important when it comes to conflict resolution. When I first started my career as a mediator, I didn’t set any goals or expectations for myself. As a result, I wasn’t sure what outcomes I should be looking for during each mediation session. Now, I make sure to set specific goals before every mediation session so I know exactly what I’m aiming for.”

15. What are the advantages of using negotiation as a conflict resolution method?

This question can help the interviewer assess your ability to use de-escalation skills in a variety of situations. Use examples from past experiences where you used negotiation as a conflict resolution method and how it helped resolve the situation successfully.

Example: “Negotiation is one of my favorite methods for resolving conflicts because it allows me to understand both sides of an issue, which helps me find solutions that work for everyone involved. In my last role, I had to diffuse a heated argument between two coworkers who disagreed on how to handle a customer complaint. After listening to each party’s concerns, I was able to come up with a solution that satisfied both parties.”