Which of the following is a de-escalation technique in crisis intervention?

• A. Use calm voice and active listening
• B. Demonstrate empathy and open-ended questions
• C. Disengage and negotiate safety
• D. All of the above

Answer: (D)

In crisis intervention, the goal of de-escalation is to reduce arousal, increase safety, and build a path toward cooperation. Using a calm voice combined with active listening helps lower the person’s physiological and emotional arousal. A steady, non-threatening tone signals safety, while active listening shows you’re truly attending to what they’re expressing, which can reduce defensiveness and miscommunication.

Demonstrating empathy and asking open-ended questions further lowers tension by validating the person’s feelings and inviting them to share the underlying needs or concerns. Empathy helps the individual feel understood, and open-ended questions encourage them to explain their perspective in their own words, giving you better information to address the situation collaboratively.

Disengaging when needed and negotiating safety addresses the risk directly. Creating space can prevent the situation from escalating further, and negotiating safety plans—offering choices, setting clear boundaries, and agreeing on steps to stay safe—helps the person regain a sense of control while keeping everyone safer.

Because each of these approaches supports calming the situation, all of them are valid de-escalation techniques.