Verbal De escalation Strategies by mikesanye

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									Verbal De-escalation

                  Kathy Huppe
                  Sara Dilday
Questions to Ask?
How do I recognize the early warning
 signs that a person’s behavior may
How can I intervene effectively before
 the person’s behavior becomes
  Defensive Behavior Level
Verbal Escalation Continuum
                (Flying the Kite)


 Intimidation                       Refusal

Stage 1-Questioning
Characterized by:
A. Information Seeking Questions: a rational
 question seeking a rational response
B. Challenging Questions: questioning
 authority or being evasive. An attempt to
 engage in a power struggle.
Staff Attitudes/Approaches
A. Answer the questions, Give a rational
 response, Avoid Power struggles
B. Stay on topic, redirect, repeat, set limits
Stage 2-Refusal
Characterized by:
Noncompliance, a slight loss of
Staff Attitudes/Approaches
Set limits
Stage 3-Release
Characterized by:
Acting out, emotional outburst, loss of
 rationalization. Venting, screaming,
 swearing. High energy output
Staff Attitudes/Approaches:
Allow venting! Isolate the situation by
 removing audience or individual, set
 limits, state directives, be prepared to
 enforce limits
Stage 4- Intimidation
Characterized by:
Verbally and/or nonverbally threatening.
 Hands on approach at this time may
 trigger a physical response
Staff Attitudes/Approaches:
Set limits, take threats seriously,
 document the situation, seek assistance,
 wait for team, try to avoid individual
Stage 5-Tension Reduction
Characterized by:
Decrease in emotional and physical
 energy. This is always are goal, to get
 them calmed. This drop in energy occurs
 after every crisis situation.
Staff Attitudes/Approaches:
Re-establish trust, communication, and
 Therapeutic Rapport with the client.
 Care, Welfare, Safety, and Security!
Additional Considerations
   Personal space
       Maintain a safe/comfortable distance

   Body language
       What non-verbal messages are you communicating
       Body positioning, facial expressions, posture, movements,
   Paraverbals
       Voice volume
       Voice tone
       Voice speed
Additional Considerations (cont).

 Integrated Experience:
   The idea that the behaviors and attitudes of staff
    directly impact the behavior and attitudes of students
    in your care and vice versa.

 Rational Detachment
   The ability to stay in control of your own behaviors
    and not take the acting out behavior personally.
   It’s Not About You!

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