Verbal De-escalation Strategies Kathy Huppe Sara Dilday

Questions to Ask?  How do I recognize the early warning signs that a person’s behavior may escalate?  How can I intervene effectively before the person’s behavior becomes dangerous?

Defensive Behavior Level Verbal Escalation Continuum (Flying the Kite) Release IntimidationRefusal Questioning Tension Reduction

Stage 1-Questioning Characterized by:  A. Information Seeking Questions: a rational question seeking a rational response OR  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 rationalization 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 intervention.

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, gestures  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!