Defusing Anger: A Leader's Guide to De-escalation in Public Works
- linnearader
- Apr 2
- 6 min read
The Rising Tide of Public Frustration
Leadership in Public Works is getting a renewed challenge as of late. We’ve always had the responsibility of managing the expectations of our constituents and addressing concerns, but these responsibilities seem to be taking a drastic turn.
Sure, there have always been individuals that may act inappropriately, there have always been angry residents, we have never been able to please everyone. But lately, people are MAD. And that anger seems to be growing.
Has it been the introduction of social media and keyboard warriors? Is it the increase in remote work so more people see our crews out working on their streets? Was it COVID and the shutdowns, health risks, and deaths? Whatever the cause, the result is that the general population is angrier than they used to be.
The Internal Emotional Toll
This transcends into our organizations as well. Because, well, we are also humans. Many of us are also angrier or have shorter fuses than we used to. The situations we used to handle without hardly blinking an eye, the snarkiness we used to overlook, the single finger salutes we would laugh off, the personal verbal attacks we would walk away from, they are hitting more of us square in the gut and eliciting a response.
Leadership Response
As leaders it is more important than ever that we not only lead by example but also ensure that our teams understand what is expected, how to remain safe, and what to do in bad situations. Many of our organizations are developing de-escalation training programs to do just that. Have you?
Now, if you’re saying, this is no big deal, I handle these situations all the time. As they come, I figure out the next steps and get them done. If so, good for you! But have you talked to your support staff? Have you talked to your front line? Are they managing it like you? Are you truly managing it yourself? Or is it building up inside of you? The same can be said for your team…be aware, be vigilant, and even if you don’t think you need it, consider developing a de-escalation program.
Crafting a Comprehensive De-escalation Strategy
So, what do these de-escalation programs need to cover?
Expectations – Give examples. Talk to your people, get some examples from them, and then develop the ideal way the situation should be managed.
What do you want your teams to say or try to communicate? What do you want them to hand off?
At what point should your team member exit the situation?
Notification requirements – If your team has a negative encounter, who should be notified, when, and how? What documentation should be created? Remember that you (and they) may not be questioned about the interaction for days, weeks or even months. Details can be important.
Body Language and Voice Tone training. Does the body language and voice tone of your communication match your intent? Are they focused on positive, productive management of the situation or are they eliciting a negative response?
For example, standing square with someone who is frustrated can be perceived as confrontational, moving one leg back and standing in more of a relaxed stance can help de-escalate situations. Moreover, this stance allows you for more quick movement to exit the situation if needed (think of sports and keeping your feet moving and not planted).
The more your programs can cover that is relevant to your teams, the better. If you can provide opportunities to practice these skills, it will assist in building muscle memory and will more likely be utilized in stressful situations.
Communication Techniques That Work
There are people in this world that are absolutely excellent at de-escalating upset people and then there are those that are excellent in escalating already upset people. I’m sure you can tell by now which I recommend.
The Power of Empathy in Difficult Conversations
A resident calls in to the public works department because the snow plow driver hit their mailbox on purpose. The resident is convinced the “idiot driving the truck needs to get their eyes checked.” When this resident calls, they are upset and not acting rationally.
Recognizing immediately that this resident is having an emotional reaction to the situation, the person answering the phone listens and is empathetic. She explains the intention of the driver was certainly not to do anyone any harm and that the agency would be happy to come take a look at the situation. Just providing an outlet to hear the resident’s concerns and react with kindness is enough to calm this resident down. At the same time, the person answering the phone was able to stand behind her co-workers and assure the resident that there was no negative intention on their part. Prior to hanging up, the resident thanks her for listening.
In these situations, it’s easy to jump to defense or meet the person on the phone (or in person) at the same level. While no person should be in a position where someone verbally berates them, allowing a reasonably short opportunity to vent and be heard with an empathetic ear provides benefits. At that point, callers are more likely to then listen when you speak. While that isn’t ALWAYS the case, it is MORE likely. The end goal of every conversation is for the interaction to be productive, which approaching in this way provided.
Real-World De-escalation in Action
In another situation, a driver approaches a road worker holding a stop/slow paddle. This driver isn’t super familiar with the area and only knows one way to get where they are going and, to make matters worse, they are already late. This road work is inconvenient and very frustrating to the driver who is already on edge due to being late.
Body Language and Tone: Silent Communicators of Calm
When approaching the road worker, the driver rolls down their window and asks the worker what in the “hell” they are doing out here and why it has to be done right now. The driver explains they are in a hurry and they have to get through “right now!” The road worker quickly apologizes for the inconvenience and explains what the crew is working on indicating that he will be able to get right through in about 2 minutes. While explaining this, the road worker is standing a safe distance from the vehicle and is NOT standing squared up to the window of the vehicle. The driver still isn’t happy with the wait and wants to get moving immediately. The road worker is able to provide quick directions on how to take a different route to the destination and the driver drives away.
In this scenario, the road worker understood the driver’s frustration and was empathetic, similar to the person answering the phone in the first example. Being apologetic for the short delay and offering options often assists in de-escalating these situations. The road worker’s stance and communication style assists in bringing the tone down.
Not all situations will end well. There will be interactions in which the other person is heated to the extent that even the best de-escalation techniques won’t do the trick. Some levels of anger are beyond the capabilities of pretty much anyone! And, let’s be real, there will also be situations in which your employees may not help the situation. We need to be prepared for all the options.
Supporting Your Team's Emotional Well-being
Utilizing an employee assistance program (EAP) can also help address your employee’s emotions, concerns, and frustrations. Providing opportunities to get beyond any anger they harbor will also increase the success of your program.
On top of everything, make sure your teams know you support them and want them to succeed. When situations arise and they manage them well, recognize them. Situations like these are typically emotionally charged and present unique challenges. Recognize their accomplishments and if they don’t go according to plan, guide and mentor them.
Take Immediate Action: Your 4-Step De-escalation Roadmap
Convene Your Team This Week Schedule a team meeting dedicated to discussing recent challenging interactions. Create a safe space for your staff to share their experiences, frustrations, and insights about managing public tensions.
Conduct a Quick Internal Assessment
Review 3-5 recent incidents that involved heightened emotions
Identify patterns in these interactions
Brainstorm potential de-escalation strategies specific to your team's challenges
Draft Initial De-escalation Guidelines Create a simple, one-page document outlining:
Expected communication protocols
Body language recommendations
Notification procedures for difficult encounters
Basic steps for maintaining personal safety
Research Training Options
Reach out to neighboring public works departments to share best practices
Consider allocating budget for professional training sessions
Your Next 30 Days Matter Commit to taking at least one concrete step from this roadmap within the next 30 days. The safety of your team and the quality of public service depend on your proactive leadership.
Remember: Small, consistent improvements create lasting change.
And, as always, carry social kindness with you everywhere you go. The world needs you and your positive mindset!
Connect With Me
If you want to consult on training or coaching for your team, please reach out.
269-621-5282
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