DE-ESCALATION-IN-PERSON5 MIN READ
Turn a Demand Into a Shared Plan
Use LEAP and interest-finding to convert a rigid demand into a shared next step.
A shift lead demands, "Get Eric off my floor right now," while Eric can hear the conversation. LEAP the demand: listen for the protected need, empathize with the pressure, agree on the shared goal, partner on a small next step. The common trap is arguing with the demand in front of the person named. That makes the lead defend the demand and makes Eric lose face at the same time. Listen Reflect the demand as a concern, not an order: "You want the floor safe and workable right now." This lowers the need to repeat the demand louder and protects…
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