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)
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.
A. Answer the questions, Give a rational
response, Avoid Power struggles
B. Stay on topic, redirect, repeat, set limits
Noncompliance, a slight loss of
Acting out, emotional outburst, loss of
rationalization. Venting, screaming,
swearing. High energy output
Allow venting! Isolate the situation by
removing audience or individual, set
limits, state directives, be prepared to
Stage 4- Intimidation
Verbally and/or nonverbally threatening.
Hands on approach at this time may
trigger a physical response
Set limits, take threats seriously,
document the situation, seek assistance,
wait for team, try to avoid individual
Stage 5-Tension Reduction
Decrease in emotional and physical
energy. This is always are goal, to get
them calmed. This drop in energy occurs
after every crisis situation.
Re-establish trust, communication, and
Therapeutic Rapport with the client.
Care, Welfare, Safety, and Security!
Maintain a safe/comfortable distance
What non-verbal messages are you communicating
Body positioning, facial expressions, posture, movements,
Additional Considerations (cont).
The idea that the behaviors and attitudes of staff
directly impact the behavior and attitudes of students
in your care and vice versa.
The ability to stay in control of your own behaviors
and not take the acting out behavior personally.
It’s Not About You!