De-Escalating the Crisis

Question 1

What are the non-verbal techniques used in active listening?

Answer 1

Silence
Nods
Facial Expression
Eye Contact

Question 2

What’s is the breakdown for meaning in emotional communication?

Answer 2

Meaning = facial expression (55%) + tone of voice (38%) + words (7%)

Question 3

How do we actively listen?

Answer 3

Encouraging + Eliciting Techniques

• tone of voice
• minimal encouragements
• door openers
• closed + open questions

Understanding Responses

• reflective responses
• summarization

Question 4

What does active listening do?

Answer 4

Identify + validate feelings
Reduce defensiveness
Promotes change
Communicates our care + understanding
Effective co-regulation strategy
Helps others talk it out vs act it out

Question 5

What are the behavioural support techniques?

Answer 5

Managing the environment
Prompting
Caring gestures
Hurdle help
Redirection + distraction
Proximity
Directive statements
Time away

Question 6

How can adults help children with emotional first aid?

Answer 6

See the incident from the child’s perspective
Help connect feeling + behaviour
Encourage responsibility for actions

Question 7

What are the goals of emotional first aid?

Answer 7

1. Provide immediate help + support to reduce emotional intensity (co-regulation)
2. Resolve immediate crisis
3. Keep the children in program/activity

Question 8

What are strategies to accomplish emotional first aid?

Answer 8

Drain off emotions (active listening)
Clarify events (clear misconceptions)
Maintain relationship + communication lines
Remind the child of expectations + mediate the situation (if necessary)

Question 9

What should the child understand with successful emotional first aid?

Answer 9

That the worker:

• believes the child can successfully participate in the activity
• can talk again later if necessary

Question 10

Draw a conflict cycle:

Answer 10

*see notes

Question 11

How can we avoid a conflict cycle?

Answer 11

Use positive self talk
Listen + validate feelings
Manage the environment
Give choices + time to decide
Redirect to another positive activity
Appeal to self-interest
Drop / change expectations

Question 12

What is active listening NOT?

Answer 12

Throwing up roadblocks
Arguing / Blaming
Giving permission
Giving advice / problem solving for the child
Necessarily time consuming