Nonverbal communication can often be more important than verbal communication during emotional or volatile incidents. If the message that a person’s body language sends clashes with his or her verbal statements, it creates a sense of distrust, suspicion, and unwillingness to cooperate.
Here are several key elements of body language to remember when trying to de-escalate an individual who seems tense or erratic.
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http://www.asisonline.org/security-management-magazine/articles/2024/11/deescalation/fast-facts/