The CPI Verbal Escalation Continuum

Question 0

Second step

Answer 0

Refusal: noncompliance, slight loss of rationalization

Interventions: set limits ( + & - )

Question 1

First step

Answer 1

Questioning: information seeking or challenging

Interventions: answer, acknowledge individual and redirect

Question 2

Third step

Answer 2

Release: emotional outburst, high energy output, venting
Interventions: isolate individual/situation and allow the release

Question 3

Fourth step

Answer 3

Intimidation: verbal and nonverbal threats

Interventions: take threat seriously, call team, document and plan response

Question 4

Fifth step

Answer 4

Tension Reduction: a decrease in physical and emotional energy following a crisis

Interventions: therapeutic rapport