1. E MOTIONAL F IRST A ID & D EBRIEFING Learning Experience 12

2. V ALUES IN A CTION Kindness Doing things for others without requiring reciprocation

3. SEE THE S OLUTION A mental strategy to deal with conflict and crisis by using a process for decision making in order to help people feel physically and emotionally safe. SEE begins with the mental mindset of providing Emotion First-Aid

4. Preserving the Relationship SEE THE S OLUTION Building TrustDecreasing Fear Reducing Physical and Emotional Injury

5. T HREE S IMPLE S TEPS TO B ECOMING E FFECTIVE AT P ROVIDING E MOTIONAL F IRST -A ID Listen Commit to active listening Establish rapport Think about & explore precipitating problems Ask or use feelings, questions, or reflective statements

6. T HREE S IMPLE S TEPS TO B ECOMING E FFECTIVE AT P ROVIDING E MOTIONAL F IRST -A ID Assess Determine the severity and immediacy of the crisis Assess/evaluate potential of physical harm to the person or others

7. T HREE S IMPLE S TEPS TO B ECOMING E FFECTIVE AT P ROVIDING E MOTIONAL F IRST -A ID Implement CCR Steps to Resolution Start by being non-directive, for people who experience learning difficulties, use distraction Display empathy Support and reassure the person Be collaborative by working together on a resolution plan

8. D EBRIEFING Means looking back at what may have led to the conflict/ distress and planning for the future in four key areas: Physiological Environmental Situational Service Culture

9. S ELF E VALUATION – D O YOU TAKE ON ANY OF THESE ROLES ? DD Cop Compliance Agent Enforcer Ally DD COP

10. S ELF -E VALUATION Listening Demonstrating Empathy Building Rapport Problem Solving Offer Guided Choices

11. E XPLORING R ISK F ACTORS Injury to self Injury to others Property damage leading to risk of injury to self or others Involvement with law enforcement

12. G ROUP A CTIVITY D IRECTIONS You will each have 3 slips of paper Write a low risk scenario on one slip, a medium risk scenario on another slip, and a high risk scenario on your last slip. When you are finished writing, fold them in half and throw them in the bowl. The scenarios will be mixed up. Each person will pick three scenarios out of the bowl. MAKE SURE YOU DO NOT HAVE YOUR OWN. You will then decide which risk level your three scenarios fall under, and attach them to the corresponding poster.

13. “I’ VE LEARNED THAT PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” –M AYA A NGELOU