VERBAL DE-ESCALATION “Building A Safer Workplace”
ABOUT US APB Consulting Solutions provides quality services to its clients by combining consultants who are expe�s in their fields, with solutions tailored to meet the needs of our clients in both the private, and public sector. APB provides a wide variety of services from educational classroom curriculums, to in depth professional consulting services tailored to increase safety, productivity, and efficiency for our clients, and their employees. APB owners and trainers have over a centuries wo�h of combined Law Enforcement, and training background, and have trained tens of thousands of individuals throughout their careers. APB is commi�ed to providing the highest level of personal, and professional services to meet the needs of your business.
LEGAL DISCLAIMER 1 APB Consulting Solutions L.L.C. training courses are designed to assist students with safety in their workplace, skills to de-escalate tensions and provide ethical standards for best practices in their field. 2 Our courses are designed to increase employees, employers and all of our students, awareness and ways to respond to difficult and sometimes dangerous encounters and situations. 3 Our courses are designed to minimize the number of escalated encounters, and to minimize the damage from dangerous encounters; however, APB Consulting Solutions L.L.C. wants to make the clear and direct point that sometimes escalated encounters, dangerous and even deadly incidents may still occur. Our goal is to teach our students best practices to deal with those situations.
WHO CAN USE VERBAL DE-ESCALATION TO STAY SAFE?
OBJECTIVES Teach how to identify an agitated person.
OBJECTIVES Teach how to identify an agitated person. Teach how to de-escalate an agitated person.
OBJECTIVES Teach how to identify an agitated person. Teach how to de-escalate an agitated person. Teach how to assist fellow employees or staff with de-escalating.
OBJECTIVES Teach how to identify an agitated person. Teach how to de-escalate an agitated person. Teach how to assist fellow employees or staff with de-escalating. Identify long term programs that will prevent future flair ups with angry employees and customers.
CROSSING THE LINE INTO CRISIS SITUATIONS It is impo�ant to develop strategies for ensuring personal safety in potentially problem situations.
In any conflict, there are two choices: Escalate the incident fu�her.
In any conflict, there are two choices: Escalate the incident fu�her. De-escalate the situation.
COMMON SIGNS OF AGITATION Raised Voice Fidgeting High-pitched Voice Shaking Rapid Speech Balled Fists Pacing Erratic Movements Excessive Sweating Aggressive Posture Excessive Hand Gestures Verbally Abusive
IDENTIFYING THE 7 STAGES OF BEHAVIOR ESCALATION
IDENTIFYING THE 7 STAGES OF BEHAVIOR ESCALATION 1 CALM Person is relatively calm and cooperative. Colvin, G., & Sugal, G. (1989). Understanding and Managing Escalating Behavior (ppt). Retrieved 22 January 2012 from h�p://www.pbis.org/common/pbisresources.
IDENTIFYING THE 7 STAGES OF BEHAVIOR ESCALATION 2 TRIGGER Person experiences unresolved conflicts that trigger the person’s behavior to escalate. Colvin, G., & Sugal, G. (1989). Understanding and Managing Escalating Behavior (ppt). Retrieved 22 January 2012 from h�p://www.pbis.org/common/pbisresources.
IDENTIFYING THE 7 STAGES OF BEHAVIOR ESCALATION 3 AGITATION Person increasingly unfocused and upset. Colvin, G., & Sugal, G. (1989). Understanding and Managing Escalating Behavior (ppt). Retrieved 22 January 2012 from h�p://www.pbis.org/common/pbisresources.
IDENTIFYING THE 7 STAGES OF BEHAVIOR ESCALATION 4 ACCELERATION Conflict remains unresolved and the person FOCUSES on the conflict. Colvin, G., & Sugal, G. (1989). Understanding and Managing Escalating Behavior (ppt). Retrieved 22 January 2012 from h�p://www.pbis.org/common/pbisresources.
IDENTIFYING THE 7 STAGES OF BEHAVIOR ESCALATION 5 PEAK Person is out of control and exhibits severe behavior. Colvin, G., & Sugal, G. (1989). Understanding and Managing Escalating Behavior (ppt). Retrieved 22 January 2012 from h�p://www.pbis.org/common/pbisresources.
IDENTIFYING THE 7 STAGES OF BEHAVIOR ESCALATION 6 DE-ESCALATION Person vents in the peak stage and displays confusion, but the severity of peak behavior subsides. Colvin, G., & Sugal, G. (1989). Understanding and Managing Escalating Behavior (ppt). Retrieved 22 January 2012 from h�p://www.pbis.org/common/pbisresources.
IDENTIFYING THE 7 STAGES OF BEHAVIOR ESCALATION 7 RECOVERY Person displays willingness to pa�icipate in activities. Colvin, G., & Sugal, G. (1989). Understanding and Managing Escalating Behavior (ppt). Retrieved 22 January 2012 from h�p://www.pbis.org/common/pbisresources.
WHAT ARE THE STAGES OF ESCALATION? Aggression can be unpredictable. 5. Peak A person may quickly move from 4. Acceleration slightly agitated to full scale INTENSITY 6. De-escalation aggression. 3. Agitation 2. Trigger Identification of escalation’s early stages will result in an effective 7. Recovery 1. Calm response. TIME
WHAT ARE THE STAGES OF ESCALATION? NON-CRISIS THINKING 5. Peak Logical Open Minded 4. Acceleration Reasonable INTENSITY 6. De-escalation 3. Agitation 2. Trigger 7. Recovery 1. Calm TIME
WHAT ARE THE STAGES OF ESCALATION? NON-CRISIS THINKING 5. Peak Logical Open Minded 4. Acceleration Reasonable INTENSITY 6. De-escalation 3. Agitation 2. Trigger CRISIS THINKING Illogical Close Minded 7. Recovery 1. Calm Unfocused TIME REMEMBER TIME!
TRAITS & FACTORS THAT MAY TRIGGER AGGRESSION Psychiatric illness NORTH CAROLINA DIVISION OF SOCIAL SERVICES AND THE FAMILY AND CHILDREN RESOURCE PROGRAM: CHILDREN'SSERVICES PRACTICE NOTES, VOL. 3, 1998.
TRAITS & FACTORS THAT MAY TRIGGER AGGRESSION Psychiatric illness Substance abuse NORTH CAROLINA DIVISION OF SOCIAL SERVICES AND THE FAMILY AND CHILDREN RESOURCE PROGRAM: CHILDREN'SSERVICES PRACTICE NOTES, VOL. 3, 1998.
TRAITS & FACTORS THAT MAY TRIGGER AGGRESSION Psychiatric illness Substance abuse Prior history of violence NORTH CAROLINA DIVISION OF SOCIAL SERVICES AND THE FAMILY AND CHILDREN RESOURCE PROGRAM: CHILDREN'SSERVICES PRACTICE NOTES, VOL. 3, 1998.
TRAITS & FACTORS THAT MAY TRIGGER AGGRESSION Psychiatric illness Substance abuse Prior history of violence Highly stressful situations Removal of children Involvement with DCS Cou� proceedings Compliance with services Termination of parental rights NORTH CAROLINA DIVISION OF SOCIAL SERVICES AND THE FAMILY AND CHILDREN RESOURCE PROGRAM: CHILDREN'SSERVICES PRACTICE NOTES, VOL. 3, 1998.
TRAITS & FACTORS THAT MAY TRIGGER AGGRESSION Psychiatric illness Substance abuse Prior history of violence Highly stressful situations Removal of children Involvement with DCS Cou� proceedings Compliance with services Termination of parental rights Ages 15-40, esp. males NORTH CAROLINA DIVISION OF SOCIAL SERVICES AND THE FAMILY AND CHILDREN RESOURCE PROGRAM: CHILDREN'SSERVICES PRACTICE NOTES, VOL. 3, 1998.
TRAITS & FACTORS THAT MAY TRIGGER AGGRESSION Psychiatric illness Ce�ain Feelings Powerlessness Substance abuse Fear Prior history of violence Grief Feeling of injustice Highly stressful situations Boredom Removal of children Humiliation Involvement with DCS Cou� proceedings Compliance with services Termination of parental rights Ages 15-40, esp. males NORTH CAROLINA DIVISION OF SOCIAL SERVICES AND THE FAMILY AND CHILDREN RESOURCE PROGRAM: CHILDREN'SSERVICES PRACTICE NOTES, VOL. 3, 1998.
TRAITS & FACTORS THAT MAY TRIGGER AGGRESSION Psychiatric illness Ce�ain Feelings Powerlessness Substance abuse Fear Prior history of violence Grief Feeling of injustice Highly stressful situations Boredom Removal of children Humiliation Involvement with DCS Access to weapons Cou� proceedings Compliance with services Termination of parental rights Ages 15-40, esp. males NORTH CAROLINA DIVISION OF SOCIAL SERVICES AND THE FAMILY AND CHILDREN RESOURCE PROGRAM: CHILDREN'SSERVICES PRACTICE NOTES, VOL. 3, 1998.
TRAITS & FACTORS THAT MAY TRIGGER AGGRESSION Psychiatric illness Ce�ain Feelings Powerlessness Substance abuse Fear Prior history of violence Grief Feeling of injustice Highly stressful situations Boredom Removal of children Humiliation Involvement with DCS Access to weapons Cou� proceedings Compliance with services P hysical disability or chronic pain Termination of parental rights Ages 15-40, esp. males NORTH CAROLINA DIVISION OF SOCIAL SERVICES AND THE FAMILY AND CHILDREN RESOURCE PROGRAM: CHILDREN'SSERVICES PRACTICE NOTES, VOL. 3, 1998.
TRAITS & FACTORS THAT MAY TRIGGER AGGRESSION Psychiatric illness Ce�ain Feelings Powerlessness Substance abuse Fear Prior history of violence Grief Feeling of injustice Highly stressful situations Boredom Removal of children Humiliation Involvement with DCS Access to weapons Cou� proceedings Compliance with services P hysical disability or chronic pain Termination of parental rights Personal history of child abuse Ages 15-40, esp. males NORTH CAROLINA DIVISION OF SOCIAL SERVICES AND THE FAMILY AND CHILDREN RESOURCE PROGRAM: CHILDREN'SSERVICES PRACTICE NOTES, VOL. 3, 1998.
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