Watch the video or read below for some tips and best practices for de-escalating a rider who becomes upset during a ride.
- Stay calm: your role is to calm the rider, not judge their behavior. To achieve this, you must first regulate your own nervous system by taking a breath and relaxing your posture, as riders can sense when you are panicked.
- Validate feelings: Acknowledge the rider's emotions by naming what you observe, rather than attempting to identify the cause. You might say things like, "That makes sense. I hear you, and I'm right here." You do not need to try to solve the underlying problem.
- Provide choices: Offering small, safe choices can help a rider regain a sense of agency when they feel out of control, which can help reset their system.
- Prioritize safety: De-escalation does not mean tolerating unsafe behavior, and you should contact support if it becomes necessary.