What method can defuse up to 80% of crisis situations?

Listening is a vital method in defusing crisis situations because it enables the individual in crisis to feel heard and understood. When individuals are experiencing strong emotions, such as anger or fear, they often feel invalidated or overlooked. By actively listening, an officer or mediator demonstrates that they value the person's perspective and are willing to understand their concerns. This can lead to a significant reduction in tension, as individuals are more likely to become cooperative when they know someone is taking the time to listen to their issues.

Effective listening involves not just hearing the words being spoken but also understanding the underlying emotions and needs. This approach fosters trust and opens up communication pathways, making it easier to find a resolution. Consequently, this method tends to defuse up to 80% of crisis situations, as it addresses the emotional aspect of conflict, allowing for a more peaceful and productive dialogue.

In contrast, methods such as assertiveness may sometimes escalate a situation if not used wisely, while interrogation tends to be more confrontational and can create resistance or defensiveness. Nonverbal cues are indeed important and can complement the listening process, but without the foundational component of active listening, they may not have the desired calming effect in a crisis.