Dealing with violence and aggression Flashcards
1
Q
Triggers of conflict?
A
Alcohol Drugs Waiting times Mental state Frustration Noise Lack of control Fear/anxiety Pain Previous experience Rules and regulations Expectations
2
Q
How to prevent conflict?
A
Communication
- Body language
- Verbal - tone and words
3
Q
What causes communication breakdowns?
A
Unclear communication - mumbling Accent Language barriers Jargon Handwriting Stress Anxiety Time Speech impairment
4
Q
How to de-escalate an event?
A
Maintain calm, self-control Do not take things personally Do not judge Acknowledge their feelings Open-ended questions Tell truth Remove from stimulus Distract them Negotiate Sit them down Offer refreshment
5
Q
Anger warning signs?
A
Raised voice Redness Silence HR increases BP increases Pupils dilate Perspiration increases Increased BR Unable to sit still Swearing Verbal threats Body shakes Grimacing Movements/attitudes/posture/speech
6
Q
How to achieve personal safety?
A
Reactionary gap Mind your body language Appropriate eye contact Prove you are listening Observe surroundings and escape routes Know when to bow out
