Communication Flashcards
8 Step Intervention Model
- Appropriate Greeting
- Identify yourself
- Reason for contact
- Relevant question
- Active listening - redirection
- Action request - persuasion
- Summarise/ decision
- Closure (thank people if they have been co-operative)
MOREPIES
M - minimal encourages (verbal/ non-verbal communications to show you are listening)
O - open questions
R - reflection (repeat words/ phrases that someone has used)
E - effective pauses
P - paraphrase (summarising what an individual has said in your own words)
I - I-sentences
E - emotional labelling (understanding the effects of a situation and the impact this has had on them)
S - summary
De-escalating situations using the 5 step appeal
- The Simple Approach - ask to comply with instruction
- Reasoned Appeal - repeat the request and reinforce meaning if they do not comply
- Personal Appeal - ask them to reflect on their actions and how they would feel if it happened to them
- Final, Practical Appeal - a final warning e.g. you must stop now or i will arrest you
- Action - following through e.g. arresting them
PAW
Persuade - politely ask to comply
Advise - telling them the reason they should comply
Warn - warning of a fixed penalty notice/ arrest
LEAPS
L - Listen (actively)
E - Empathise
A - Ask Questions
P - Paraphrase
S - Summarise