CPI’S TIPS AND

RESOURCES FOR
HEALTH CARE PROVIDERS

Prevention First
for Health Care
Recognizing the Causes
ALL BEHAVIOR of a Crisis
IS A FORM OF

COMMUNICATION. • A crisis is a time of intense difficulty, trouble, or risk

that needs immediate attention.

• All behavior is a form of communication. The

DISTRESS BEHAVIOR situations a patient faces each day affect how they
CAN BE HOW A PERSON behave.

COMMUNICATES • Challenging behavior is a way of communicating

distress; the behavior you see usually has nothing to
THEIR DISTRESS. do with you.

• Always follow any policies and procedures set by

your organization.

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Tips and Resources: Prevention First for Health Care

The CPI Crisis Development ModelSM

Each crisis is unique, but there are common behaviors at each level. Recognizing these behaviors can
help you choose the most effective approach to manage the person’s distress behavior at that level.

The CPI Crisis Development ModelSM helps you objectively analyze the situation to identify the level of
the crisis a person is in and use the most effective approach.

CRISIS DEVELOPMENT/BEHAVIOR LEVELS STAFF ATTITUDES/APPROACHES

Anxiety: A change in typical behavior. Supportive: Respond to the person in an

 ook for behavior that isn’t what you would
L empathic and non-judgmental way by trying to
expect in that situation, such as pacing, understand their feelings and needs.
fidgeting, or being unusually quiet.  onvey support through the words you say,
C
the way you say your words, your body
language, and facial expressions.

Defensive: A person is protecting themselves Directive: Use clear directions and short,
from a real or perceived threat. simple phrases they can follow.
 ook for shouting, showing refusal, asking
L  ive simple and reasonable choices.
G
challenging questions, or making threats. Remember, even at this escalated stage,
continue to be supportive and address the
cause of the behavior.

Risk Behavior: The person presents an Safety Interventions: Use appropriate

imminent or immediate risk of harm to self or strategies to maximize safety and minimize
others. harm.
 ook for striking out, throwing objects, or
L  hoose to use non-restrictive safety
C
harming themselves. interventions such as making the
If a person’s behavior reaches a level that environment safe or moving to a place
poses an imminent or immediate risk of of safety. Call for help. Follow your
harm to themself or others, call for help. organizational policies and procedures.

Continue to use Supportive and Directive

approaches until help arrives.

Tension Reduction: A decrease in physical and Therapeutic Rapport: Re-establish the

emotional energy. relationship.
 ook for relaxing posture, reduced volume,
L  ddress any immediate medical needs and
A
embarrassment, crying, or regret. provide support to the person.

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Tips and Resources: Prevention First for Health Care

Tips for Responding Effectively

• Use the Integrated Experience: Your attitudes
and behaviors in a crisis moment can influence
whether a crisis escalates or de-escalates. PR
RS
al Detachm

EC
ion

O
• Rationally detach: When you recognize at

CT

IP
en
R
I NG FA

I TAT
behaviors of an escalating crisis, it is crucial

t
to remain professional by managing your own

I NG FA
behaviors and attitude.

I TAT

CT
P
• Recognize Precipitating Factors: Every person

CI
PERSON IN DISTRESS STAFF

O
E
RS
has various Precipitating Factors that influence PR
their behavior. Be aware of your own factors and
your emotional reactions, too.

• Consider the person’s life experiences: A person-centered

approach lays the foundation for an effective intervention.

Managing Your Emotions

• Take a deep breath before responding.

• Use grounding, which is to focus on some aspect

of the physical world instead of your emotions.
This could be holding on to a chair or squeezing
an object.

• Think about the words you say before you say

them.

• Objectively observe the person’s behavior. This

can prevent your emotions, past experiences, and
implicit bias from influencing how you see the
behavior and the situation.

• Step away and ask a coworker to take over

when you recognize that you are unable to
rationally detach in the moment.

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info@crisisprevention.com • crisisprevention.com
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