De-Escalation Tips Flashcards
What are some tips when using this de-escalation technique: LISTEN WITH EMPATHY
Pay attention to a person’s feelings
What are some tips when using this de-escalation technique: STAY CALM
Remain rational and professional
What are some tips when using this de-escalation technique: CLARIFY MESSAGES
Use short, simple, and clear communication
What are some tips when using this de-escalation technique: DOWNPLAY THE CHALLENGE
Redirect the person back to the original topic
What are some tips when using this de-escalation technique: BE AWARE OF YOUR NON VERBALS
Watch your body posture, position, and proximity
What are some tips when using this de-escalation technique: MODEL THE SUPPORTIVE STANCE
Stand about 1.5 - 3 feet away at an angle
What are some tips when using this de-escalation technique: PERMIT VERBAL EXPRESSION OF FRUSTRATION
Allow the individual to release energy verbally
What are some tips when using this de-escalation technique: SET SIMPLE ACHIEVABLE GOALS
Avoid too many requests or demands
What are some tips when using this de-escalation technique: MAINTAIN OPEN, NON JUDMENTAL FACIAL EXPRESSIONS
Be aware of nonverbal communication, practice listening with empathy
What are some examples of OBSTABLES to avoid during a potential escalation?
- Distractions: Keep your phone out of sight.
- Getting Preoccupied: Stay engaged in the conversation by actively listening rather than thinking about what to say next or another topic.
- Focusing on the Facts Alone: Consider where the speaker is coming from as well.
- Watching How Someone Speaks: Pay attention to what is being said rather than how it is being said.
When addressing difficult behavior, certain language can make someone feel personally attacked. Carefully choose language that focuses on what?
Carefully choose language that focuses on problem solving, avoids placing blame, and doesn’t contain absolutes.
