1. Nonviolent Confrontation Management
Robert D. Shuster
Vice President of Protective Services and Training
AFIMAC Global

2. Overview Recovery Primary Objectives Underlying Factors
Fear and Anxiety
Nonverbal De-Escalation Techniques
Verbal De-Escalation Techniques
Verbal/Nonverbal De-Escalation Summary
Confrontation Progressions, Responses and Intervention
Recovery

3. Primary Objectives The Primary Objectives of This Course Are:
Teaching staff/team members how to control their own anxieties and reactions throughout the progression of an incident
Effective techniques for reducing the tension created by an agitated person
Providing nonverbal and verbal tools to allow staff to maintain the best possible de-escalation of the incident

4. Underlying Factors
Often there are causes of escalating behavior beyond what is being verbalized by the individual.
Behavior is often affected by factors over which you have no control
Behavior is disproportional to the problem at hand
Listen and be alert for real reasons
Depersonalize the situation by recognizing that you are seldom the cause of the negative behavior

5. Underlying Factors (cont.)
Internal or External Causes of an Acting Out Behavior:
Displaced/redirected anger from another situation
Loss of personal power - showing they are still in control and can still act as an individual
Attention seeking (the need to be heard)
Saving face, pride driven (self esteem)

6. Underlying Factors (cont.)
Not being able to complete a task, or falling short of a goal (embarrassment of failure)
Confusion about what is happening, or fearing that the results will be unpleasant
Physiological/psychological causes such as drug induced behavior, hunger, pain, insomnia, or some clinical disorder

7. Underlying Factors (cont.)
Understanding These Underlying Factors Can Help You:
Control your emotions - avoid becoming a part of the problem
You may not be able to affect underlying factors, but you can control your own response to the acting-out behavior and avoid escalating it
Be more creative about possible solutions

8. Fear and Anxiety Fear is Quite Common in a Confrontation…
Most people feel this
We cannot completely eliminate our fear, however, we can learn to control it and use its energy for positive
A true understanding of the situation and knowing you have alternatives will help you control your fear

9. Fear and Anxiety (cont.)
Unproductive Effects of Fear and Anxiety Include:
Freezing - inability to react to a situation
Psychologically overreacting – perceiving a situation is worse than it really is
Saying things that are not pertinent to the situation - using offensive or inappropriate language
Striking out at someone - not being able to control your own actions
Being sucked in by anger, ego, or pride!

10. Fear and Anxiety (cont.)
Ways to Control Fear and Anxiety:
Understand the situation for what it is
Learn techniques to protect yourself during a confrontation
Early warning opportunity if possible – reception areas, lobbies, waiting rooms, administration offices, parking lots, interview rooms, etc.
Notification system - have alternatives to summon help
Use a team approach – don’t respond alone if it can be avoided

11. Nonverbal De-Escalation Techniques
Change of Location
Varies depending on the situation
Takes away audience
Places you in a more controllable environment
Buys some time
Sit down, offer refreshments
May allow them to save face

12. Nonverbal De-Escalation Techniques (cont.)
Personal Space Management/Positioning for Safety
Convey respect by honoring personal space – generally 2 to 3.5 feet from the subject (more for an extremely agitated aggressor)
Violation of an individual’s space may increase anxiety and prolong or inflame the incident
Safe distance, positioning and use of obstacles or buffers (furniture placement or other barriers)
‘Bladed’ body position – weight distribution – hand position
Maintain an avenue of retreat if the situation becomes uncontrollable

13. Nonverbal De-Escalation Techniques (cont.)

14. Nonverbal De-Escalation Techniques (cont.)
Body Posture and Motion
Facial expressions, hand gestures, posture, stance, subtle movements
An approach or position that appears challenging may increase their anxiety and may delay or eliminate your opportunity to de- escalate the behavior
Defensive and prepared but not challenging – helps your self confidence
Have a controlled ‘presence’

15. Verbal De-Escalation Techniques
What We Say and How We Say It Are Equally Important
Keep the volume appropriate for the distance and the environment
Deliver your message using an even rate and rhythm – you typically have to consciously slow down
Avoid inflections of impatience, condescension, inattention, indifference, etc.
No false promises
Set behavior limits

16. Verbal De-Escalation Techniques (cont.)
Establishing Limits
Limits will vary for everyone:
Yelling
Cursing
Physically aggressive gestures
Limits will be most effective when they are:
Simple and clearly stated
Emphasis a positive result
Reasonable and enforceable
“I can help you more if we aren’t yelling at each other”

17. Verbal De-Escalation Techniques (cont.)
Listening
There are no ‘magic’ words that will guarantee an agitated person will not act out
Calm controlled communication is best to diffuse an escalating situation
Listen!

18. Verbal De-Escalation Techniques (cont.)
Listening (cont.)
By actively listening, you demonstrate your commitment to the situation and convey the value and worth of the individual. It is one of the best ways to strengthen trust and begin to calm them.
Be nonjudgmental – pay full attention
Allow pause for reflection before you respond
Use restatement for clarification/empathy
Avoid jargon/confusing terms
Keep the message – ‘I want to help you’

19. Verbal/Nonverbal De-Escalation SummaryDo
Isolate the situation
Remain calm and listen
Be aware of nonverbal
Be under control and creative
Helpful objective
Set limits
Avoid
Overreact/threaten
Get in a power struggle
Challenge
Lack of attention
Making false promises
Use of jargon

20. Confrontation Progression Stage 1 - Yellow
Behavior
Conveyed aggravation or anxiety
Questioning – why
Information seeking - a rational question seeking a rational response
Some questioning authority
Evasive
Attempting to lure you into a power struggle
A noticeable escalation or change in behavior, attitude, demeanor or speech

21. Response and Intervention - Stage 1
Display an understanding approach
Restate to assure understanding
Offer a rational response
Ignore any challenge and redirect back to the topic
Begin to set limits if the individual persists or escalates
Perhaps offer a refreshment to buy time and calm
Change location – offer a place to sit down

22. Confrontation Progression Stage 2 - Orange
Behavior
Defensive
Loss of rational thought /speech
Verbally combative
Challenge authority
Refusal to listen
Noncompliance

23. Response and Intervention - Stage 2
Display a directive approach
Take control of the developing situation by verbalizing your objective and avoid arguing
Relate behavior to positive alternatives
Point out consequences of continued negative action
Remind of limits - enforceable and not threatening
Engage notification process/procedures

24. Confrontation Progression Stage 3 - Red
Behavior
Loss of control – physical displays
Aggressive body language
Release or physical act
Shouting out, emotional outburst, blowing off steam, screaming, and cursing
Implied or direct threat to physical well being (physical signs)

25. Response and Intervention - Stage 3
If action is only verbal :
Allow them to let off steam, if possible
Implement notification/get help – have a notification system
Redirect audience or aggressor from area – if you’ve not already done so
Indicate they are violating limits you set
Maintain protective body positioning until subject regains control of behavior

26. Response and Intervention - Stage 3 (cont.)
If action escalates to intimidation or physical assault:
Verbal and/or nonverbal threatening
Keep your ego in check and try to avoid individual confrontation, as this is more likely to jeopardize the safety of both parties
Protect yourself as physical action may be sudden
Disengage and wait for assistance to further intervene
Have an escape path

27. Confrontation Outcomes
Possible Outcomes
They get an acceptable resolution, they calm down and leave
Situation ends because subject leaves still angry
Situation continues to escalate until break of contact and security or police become necessary
Situation subsides with them coming to a realization and calming down –still unresolved with more controlled problem solving to be done

28. Confrontation Progression Stage 4 - Calming
Behavior
Tension reduction
Decline in physical/emotional energy
Occurs only after energy has been released
Recovery/considering your proposed solution
Calmer tone – maybe apologetic

29. Response and Intervention - Stage 4
Display a calming, reassuring approach
Re-establish rapport with a calm demeanor
Re-establish communication and control
Subject will display reduced anger and now possible guilt
Allow them to re-establish control of themselves
Careful not to reignite

30. Recovery Aggravated Individual Remaining in the Environment
After a physical or emotional crisis, the energy level of the individual will drop. This is a difficult stage for the individual. Thoughts of shame, guilt, loss due to his behavior may weigh heavily.
There may also be a need to communicate with staff, law enforcement, bystanders/witnesses, etc.
Make sure the individual is back under control before the situation is discussed
Re-establish communication –reparative approach

31. Recovery (cont.) Staff Involvement
Be sure all staff members are in control before discussing the incident
Review the basic facts of the incident
team members may have viewed the situation from different angles, or viewpoints
listen to the perspective of the person who acted out
Review the staff response to the confrontation – how well did notification system work?
Discipline or dismissal necessary?
next steps for moving forward

32. Questions?
Robert D. Shuster