OST Manual

Question 1

Confrontation handling model

Answer 1

1. Intervention
2. Calm
3. Rapport
4. Control

Question 2

Factors that increase likelihood of a fight response

Answer 2

• Personal space being invaded
• Feeling physically threatened
• An individual’s exit path is blocked (feel trapped)

Question 3

How to defuse fight response

Answer 3

Deliberately Signal that are not going to respond in an aggressive way

Question 4

Strategies to prevent misunderstandings through active listening

Answer 4

• Be open, receptive and don’t prejudice; be unbiased and fair
• Listen to whole message, take note of words, tone and body language
• Emphasise eg demonstrate understanding
• paraphrase what been told and check understanding
• avoid criticism and offer praise appropriately
• do not fake understanding
• If necessary criticise their behaviour and not them
• Not take sides
• Look at person to show are listening
• nod head to show understanding or encourage them to keep talking
• Use open questions
• Use appropriate pauses so person can respond
• Interpret what is said whilst being aware of cross-cultural differences
• Stand comfortable distance from them and slightly side on
• If possible act on what said, even if appears trivial. Appearing to act often achieves same results as acting
• Make it clear you have plenty of time for the conversation

Question 5

Methods of establishing trust

Answer 5

• Find common ground
• Invest time to learn the facts and pertinent info about the individual
• Be empathetic and consider how individual must be feeling
• Consider how individual dressed; if dressed casually consider responding appropriately eg remove head gear and sit it safe to do so.

Question 6

If need to criticise someone

Answer 6

Criticise their behaviour instead of them as criticising them may lead to volience

Question 7

Possible indicators of mental ill health

Answer 7

-Restless and agitated
-Waking up early, difficulty sleeping or sleeping more
-Tired and lacking energy; doing less and less
-Not eat properly and losing or putting on weight
-using more tobacco, alcohol or drugs than usual
-crying a lot
-difficulty remembering things
-unexplained physical aches and pains
- Low-spirited for most of day, every day
-Unusually irritable or impatient
-No pleasure out of life or what normally enjoy
-Difficulty concentrating
-Blaming self and feeling unnecessary guilt about things
-Lack confidence and self esteem
-Preoccupied with negative thoughts
-Feel numb, empty and despairing
-Feel helpless
-Distance self from others, not asking for support
-Bleak, pessimistic view on future
-Sense of unreality
-Frantic efforts to avoid being alone
-Pattern of unstable and intense relationships
-uncertain, shaky self-image or sense of self
-2+ areas of life where behaviour could cause them harm and is impulsive eg huge debts, unprotected sex, drug and alcohol abuse, driving without due care, binge-eating
-Mood swings or inability to get out of mood
-Feeling of emptiness
-Inappropriate, intense or uncontrollable anger
-Periods of paranoia or feeling unreal when under stress
-Upset, angry, confused and suspicious of others, particularly people that not agree with their perceptions. May be reluctant to believe need help
-strange thinking (‘thought disorder’)
-Hallucinations
-Delusions
-Put self in danger
-Withdrawn, apathetic, can’t concentrate
-see/hear things (others can’t see/hear)
-Perceived irrational convo or behaviour
-Threaten others for no obvious reason
-Ask for help with MH
- Threaten or engage in self harm
-Threaten or attempt suicide
-Unresponsive
-Remove clothing without reason
-signs of Severe malnourishment
-paranoia
-hopelessness
-impulsiveness
-Confusion and disorientation
-Can’t understand responses or behaviour
-

Question 8

5 signs of learning difficulties

Answer 8

• Poor understanding of simple Qs
• Apparent suggestibility
• Confused response to Qs
• speech difficulty
• eagerness to please

Question 9

Strategies for de-escalation

Answer 9

• Approach calmly with low consistent voice
• Be clear on what’s happening
• Reassure person you are no physical threat to them and do so repeatedly
• Ask if they need helping gentle and thoughtful manner. Take threats to harm themselves seriously
• Be alert to behavioural changes and use instincts when worried. Seek advice and support from a medical professional
• tell them understand situation is frightening
• Calm individual before any further action when possible. Avoid restraint when person worked up as may react violently
• Aware of physical stance and tone of voice.
• Summarise what person has said to u
• Use open ended Qs. Not instructive or parental tone unless absolutely necessary

Question 10

Behaviours generally associated with anxiety

Answer 10

-Sweating and pacing about
Blame others
Unwarranted sexual remarks
Belligerent to others 
Refuse to cooperate with an authority 
Constant swearing at others 
Arguing increasingly with others 
Verbal issuing of desire to harm others 
Refuse obey policy and procedures 
See self as victimised

Question 11

Warning signs of loss of physical control

Answer 11

View these as a cluster (1 action often not indicate violence, a cluster of them will

• Direct prolonged eye contact
• Bobbing up and down or rocking back and forth
• Expanded veins in face, arms, neck.
• change facial colour
• Head tilted up or down to ground
• standing tall to maximise height
• kicking ground
• exaggerated movements (hands especially)
• kick ground
• accelerating and deepening breaths
• abrupt stop and start of nervous behaviour

Question 12

Danger cues for loss of physical control

Answer 12

Fists clenching/unclenching
Face colour change
Lips tightening over teeth
Head drop forward to protect throat
Eyebrows drop forward to protect eyes
Shoulders tensing
Hands rising above waist
Stance changes from square to side on (fighting stance)
Glancing at intended target areas
Lowering of entire body before launch of an attack