Managing violence and aggression Flashcards
Trigger factors?
Waiting times Mental state Medication and side effects Frustration Environment Not wanting treatment Self consciousness Drug/ alcohol abuse and withdrawal Lack of control Noise Anxiety/ fear Previous experience Unable to visit (visitors) Unwanted news Pain Confusion Rules and regulations Having restricted movement Cancellations Refused requests Fatigue Hunger Lack of stimulation/ boredom Expectations
Risk assessment
Requirement to assess risk in all areas under V&A policy
You should be aware of the risks within your areas
You should also be aware of your Control Measures
Consider room layouts
Communication models: CUDSA
Confront problem Understand others position Define problem Seek a solution and evaluate alternative Agree upon, implement and evaluate best solution available
Communication models: PEACE
Prep and planning Engage and explain Account Conclusion/ closure Evaluation
Communication model: LOVERS
Listen Observe Verify Empathise Reassure Seek
Personal safety
Reactionary Gap Mind your body language Appropriate eye contact Prove you are listening Observe surroundings & escape routes Know when to bow out
Sanctions
Escort visitors off the premises and if necessary, restrict or ban further visits
Issue verbal warnings to patients whose behaviour is unacceptable
Issue a written warning if unacceptable behaviour persists
In the last resort, remove the patient from Trust premises and cease treatment
Report any criminal activity to the police
Prosecute anyone causing injury or damage
Best way of preventing conflict
Communication
Communication breakdowns
Language/ accent Unclear speech Jargon Intellect Handwriting Not having enough time Impairments Anxiety
De-escalation techniques
Think on feet constantly assessing situation Maintain calm self-control Don't take things personally Don't judge Acknowledge their feelings Open-ended questions Tell the truth (unless for your own safety you must lie) Remove from stimulus Distract/ divert them Negotiate, but don't offer what you can't deliver Carrot and stick approach Sit them down if possible Offer refreshment if appropriate Know when to bow out
Warning signs
Heart rate increases BP increases Pupils dilate Perspiration increases Hair on skin stands up (goose pimples) Andrenaline released Face becomes red > breathing Unable to sit still Aggressive tone Swearing Aggressive language Verbal threats Clenched fists Face contorted - grimacing Body shakes Movement/ attitudes/ posture/ speech
