Presentation on theme: "De-escalation Techniques"— Presentation transcript:
1 De-escalation Techniques Threat Assessment Committeepresented by:Michael Cunningham, Assistant Dean
2 De-escalation Techniques There are two key concepts to remember:Reasoning with an angry person is not possible. The first and only objective in de-escalation is to reduce the level of agitation so that discussion becomes possible.De-escalation techniques are inherently abnormal. They go against our natural ‘fight or flight’ reflexes. To be effective, we must remain calm and centered. We need to be professionally detached. Therefore these skills require practice to become useful.
3 Precipitating Factors Loss of personal powerMaintain self-esteemFearFailureSeeking attentionDisplaced angerPsychological or physiological causes
4 Signs of Agitation Raised Voice Rapid Speech High Pitched Voice FidgetingShakingBalled FistsErratic MovementsWild GesturingPacingAggressive Posture
5 Non-Verbal Techniques Model these non-verbal behaviors:Control your breathingControl your voice (volume and tone)Control your body languageControl your vocabularyREMEMBER:Calm is just as contagious as fear or panic
6 Non-Verbal Techniques Appear calm and self-assuredSelect an appropriate locationMaintain limited eye contactMaintain a neutral facial expressionMaintain an alert postureKeep your hands to yourselfSpeak soothinglyPosition yourself for safety
7 Non-Verbal Techniques Positioning yourself for safetyBe at eye levelStay at the same heightAngle yourself 45 degreesMaintain distanceKeep exit clearAlways face the person
8 Verbal Techniques Disregard content, focus on calming Use a soft, slow and low tone of voiceDo not interruptDo not get defensiveRespond selectivelyBe honestEmpathize with feelings NOT behaviorDo not analyze emotionsDo not attempt to argue or persuadeIdentify external controls as institutional
9 Verbal Techniques Simple Listening Skills Listen Nod Do not interrupt Let them vent
10 Verbal Techniques Active Listening Skills ‘I’ statements Open ended questionsMirroringParaphrasingDon’t forget body language
11 Verbal Techniques Responsive Listening Skills Acknowledging ApologizingAgreeingInviting criticismDon’t forget tone of voice
12 Ending De-escalationWhen the person has calmed down, you can then begin to address their individual situation in the same patient and professional manner that you have already displayed.-OR-
13 Ending De-escalationThe person you are working with does not respond to your efforts at de-escalating the situation and you need to end the interaction without exacerbating things or putting yourself or anyone else in harm’s way.
14 Ending De-escalationTrust your instincts. If the de-escalation is not working, stop. Close the conversation, and escort the person out. Contact Campus Police if the person refuses to leave.