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Conflict can be a natural part of campus life, but how we respond to it can determine whether it becomes an opportunity for learning or a situation that spirals. As faculty and staff, understanding and applying de-escalation strategies can help ensure students express themselves while maintaining a safe and productive learning environment.��

Before attempting to calm a situation, it is important to understand why tensions rise in the first place. Escalation often stems from a perceived inability to have one’s needs met, overwhelmed feelings, a sense of hopelessness or feeling trapped. In these cases, the following techniques can be useful.��

De-escalation techniques

When addressing an escalating situation, staying composed is crucial.����

• Keep your voice calm but assertive, and resist the urge to match an aggressive or frustrated tone.
• Be mindful of your body language—gestures like smiling at inappropriate times or pointing a finger can inadvertently make a situation worse.
• If you are supporting a student at a front desk, an event or another situation with multiple staff available and are feeling overwhelmed, it may be best to switch staff to maintain control of the conversation.
• Avoid trying to rationalize with someone who is highly emotional or attempting to prove that you’re right. Raising your voice, or asserting control through forceful language can escalate tensions further.
• Focus on de-escalating by responding selectively—answer questions that provide useful information but ignore insults or provocations. Providing choices where possible can also help, as it shifts some control back to the student in a productive way.
  • For example, rather than saying, “You have to leave now,” try, “Would you prefer to step outside to continue this conversation, or take a few minutes to collect your thoughts first?”

Creating a constructive path forward

Once a situation is under control, it’s important to clearly outline expectations and next steps.��

Asking cognitive rather than emotional questions, such as, “Can you explain why this situation is frustrating for you?” instead of, “How are you feeling?” can help redirect the conversation to problem-solving rather than venting.��

Empathize with a student’s emotions while reinforcing behavioral expectations. When necessary, refer back to policies as a neutral framework for decisions, rather than making it seem personal.

De-escalation is not authority or control, it’s about guiding tense situations toward a resolution that allows students to feel heard while maintaining campus safety and order. When handled effectively, moments of conflict can become opportunities for learning and reflection.��

By staying calm, setting clear expectations, and offering constructive solutions, campus professionals can foster a culture where expression and respect go hand in hand.

When situations escalate and stronger intervention is needed

If the situation continues to escalate, or you need additional support for a classroom disruption or event, you should immediately call CUPD at 303-492-6666 to report the incident and request support from law enforcement. While any activities that disrupt university teaching, research or administrative functions are a violation of the university’s��Campus Use of University Facilities policy, it’s imperative to prioritize the safety of everyone involved in such an incident.��

In some situations, such as physical violence, threats of physical violence, or other scenarios where you are worried about your physical safety, the above de-escalation techniques are not appropriate. If you experience an emergency, call or text 911 for an immediate response.

�鶹��Ѱ�����Boulder’s��Division of Public Safety also encourages all faculty and staff members to watch the CU: Run, Hide, Fight virtual active harmer course once each semester, to refresh their knowledge and better recognize and respond to situations where you may need to rely on your own actions to ensure your safety. Learn more and��access the course here. Additional training opportunities will be shared with the campus as they become available.��

As always, during emergencies, confirmed information and safety instructions are shared on the�� site.