DeEscalation Prevention Steps

#1 RECOGNIZE: that anger is a choice of a range of behaviors that could be used to get what one needs in a situation. It is a behavior that has benefit for its user. Anger can get people the attention they need, escape things they don t want to do, gain control over another person/situation Pump them up when they are feeling small/insignificant

DeEscalation Prevention Steps

#2 When potential interveners are experiencing anger, they must be able to change what they are doing or thinking to get their emotions under control, or seek assistance to manage the situation.

DeEscalation Prevention Steps

#3 Perform a quick self-assessment: self-assessment: Can I avoid criticizing and finding fault w the angry person? Can I avoid being judgmental? Can I keep myself removed from the conflict? Can I try to see the situation from the angry person s pt of view or understand the need s/he is trying to satisfy? Can I remember that my job is to keep the peace and protect the students and staff?

DeEscalation Prevention Steps

#4 Recognize Early Warning Signs: Many incidents can be prevented by recognizing subtle changes in behavior. -Quiet people may become agitated -Loud, outgoing people may become quiet and introspective. Commenting on the changes may open up conversation and minimize frustration/buildup

Defusion Strategies
Before anything else happens: Staff should seek to defuse the situation People that are out of control are under the influence of an adrenal cocktail Do nothing to escalate state of mind

Defusion Strategies
Seek to: Appear confident Display calmness Create some space Speak slowly, gently and clearly Lower your voice Avoid staring Avoid arguing and confrontation Show that you are listening Calm the person and assure s/he feels heard before trying to solve the problem

Defusion Strategies
Adopt a non-threatening body posture: nonUse a calm, open posture (sitting or standing) Reduce direct eye contact (may be taken as a confrontation) without affirmative acknowledgment Allow the person adequate personal space Keep both hands visible Avoid sudden movements that may startle or be perceived as an attack Avoid audiences (when possible) an audience may escalate the situation

DeDe-escalation Techniques
TO DO: Give clear, brief, assertive instructions Explain your purpose or intention Negotiate options Avoid threats Move towards a safer place (i.e. avoid being trapped in a corner)

DeDe-escalation Techniques
Ensure your non-verbal communication is nonnonnon-threatening: Consider which techniques are appropriate for situation Pay attention to non-verbal clues (i.e. eye noncontact) Allow greater body space than normal Be aware of own non-verbal behavior (posture nonand eye contact) Appear calm, self controlled, and confident without being dismissive or over-bearing over-

DeDe-escalation Techniques
Technique #1: Simple Listening Sometimes all an angry person needs is for someone to take the time to allow them to vent his/her anger and frustrations. Simply listen to what he/she is saying, give encouragers (i.e. uh-huh, yes, go on, uhetc.).

DeDe-escalation Techniques
Technique #2: Active Listening really attempting to hear, acknowledge and understand what a person is saying. A genuine attempt to put oneself in the other s situation. LISTENING not only to the words, but the underlying emotion as well as the body language.

DeDe-escalation Techniques
Technique #3: Acknowledgement occurs when the listener is attempting to sense the emotion underlying the words a person is using and then comments on that emotion. Relaying that you understand what a person is feeling helps the person to release that feeling.

DeDe-escalation Techniques
Technique #4: Allow Silence although many find silence unbearable, sometimes the angry person may need the time to reflect or think.

DeDe-escalation Techniques
Technique #5: Agreeing often when people are angry about something, there is something true in what they are saying. When attempting to diffuse someone s anger, it is important to find that truth and agree with it.

DeDe-escalation Techniques
Technique #6: Apologizing an excellent de-escalation skill! Not for an imaginary wrong, but a sincere apology for anything in the situation that was unjust; a simple acknowledgment that something occurred wasn t right or fair. It is possible to apologize without accepting blame.

Apologizing can have the effect of letting angry people know that the listener is empathetic for what they are going through, and they may cease to direct their anger toward the person attempting to help.

DeDe-escalation Techniques
Technique #7: Inviting Criticism The final skill The listener should simply ask the angry person to voice his/her criticism of the listener (What am I doing wrong that makes you so angry at me? Tell me, I can take it. Don t hold anything back. I want to hear about everything you re angry about.).

This invitation will sometimes temporarily intensify the angry emotion, but if the listener continues to encourage the person to vent, eventually, the angry person will calm. Just let the person vent until the anger is spent. It may take some time but is worth avoiding violence or using force.

DeDe-escalation Techniques
Technique #8: Develop a Plan Have a plan before one is needed. Think about options of what you could do before such a circumstance occurs. Decisions made before a crisis occurs are more likely to be more effective/rational than those thought of on the fly .

DeDe-escalation Techniques
WHEN NOTHING WORKS There may be occasions, particularly with the mentally ill, when the listener is unsuccessful. Your safety and the safety of others should always be of primary concern.

Explain what will happen next if the angry person does not follow the instruction you offer. Note: I did not say, if the person does not calm down . State clearly what you need.

Defusion Strategies
NEVER THREATEN unless you are prepared to take the next step: Once you have made a threat, or given an ultimatum, you have ceased all negotiations and put yourself in a potential win-lose winsituation.

DeDe-escalation Closure
DeDe-escalation is a very difficult and humbling skill. You cannot be unsure of your own pride or selfselfesteem. You must be able to control your own anger. You must be able to see the bigger picture. You must be willing to practice what you ve learned.

DeDe-Escalation Techniques: How to take the wind out of their sails; January 16, 2007; www.articlesbase.com/self-helpwww.articlesbase.com/self-helparticles/deescalation-techniques-how-to-take-the-wind-out-of-theirarticles/deescalation-techniques-how-to-take-the-wind-out-of-theirsailssails-92797.html www.crisisprevention.com www.crisisprevention.com