De-escalation Techniques PDF

De-escalation: Making a Connection C R E A T E D B Y : O C E A N R E S C U E D I V I S I O N C H I E F J A S O N C A S A N O V A W I T H M A T E R I A L S F R O M M B P D Emotions & Rational Thinking 2  De-escalation...

De-escalation: Making a Connection C R E A T E D B Y : O C E A N R E S C U E D I V I S I O N C H I E F J A S O N C A S A N O V A W I T H M A T E R I A L S F R O M M B P D Emotions & Rational Thinking 2  De-escalation De-escalation is a system-based approach for using opportunities, knowledge, skills and abilities to resolve problems. De-escalation is considered to be an “outcome,” not a tactic. Tactics are important to de-escalation, but the ultimate goal, when possible, is to establish influence with the person through communication to resolve the incident (Ingemunson, 2017). 20XX 3 Behavioral Change Stairway 4  What is Active Listening? An active listener is fully attending to what the person is saying, not just thinking about what to say next When you are actively listening, a variety of verbal and non-verbal techniques are being used to let the person know that you are hearing and understanding them. 5 Why Active Listening? Active listening helps to create an atmosphere of empathy and respect They become better problemsolvers Their opposition and defenses lower and they become more amenable to suggestion (Rogers & Dymond, 1954) 6  The purpose of Lower emotions and return the person active listening to “normal” Establish rapport Gather information Encourage behavioral change 7  “Traditional” LE Questioning Rapid fact-finding Quick problem-solving Intrusive Focus on the questioner’s agenda: – Just the facts – Control 8 Impact of “Traditional” Questioning Diminishes rapport with person Creates pressure and tension Can provoke defensiveness May create barriers 9 Techniques Non-verbal Verbal 10 Mehrabian’s Rules Three important elements in any face-to-face encounter: 1. Words Used (7%) 2. Tone of Voice (38%) 3. Body Language (55%) There must be congruence among all three elements for effective communication Mehrabian 11 Non-Verbal Techniques Body posture Proximity Eye contact (or lack of) Minimal encouragers 12 Minimal Encouragers Ways to demonstrate that you are paying attention and are interested in what the person is saying Serve to prompt the person to continue talking or elaborate without interrupting them Examples: “Mmmhmm…” “I see…” nodding your head, making a concerned or questioning expression 13 Verbal Techniques Emotional labeling Reflection / Mirroring Paraphrasing Use of Questions “I” statements 14 Emotional Labeling A basic observation or interpretation of the emotion that the person is describing or demonstrating “You seem sad”; “That sounds frustrating”; “You seem angry”; “It sounds like you were excited to get that news” 15 Reflection / Mirroring Repeating back to the person what they have said using their words This demonstrates you are listening and also helps to clarify the statement 16 Paraphrasing Similar to Reflection / Mirroring but you are repeating the statement back in your own words Involves a bit of interpretation to accurately recount what the person was saying Allows the person to agree with you or correct you and helps clarify their statement 17 Open-Ended Questions Invite the other person to talk and elaborate on what they are trying to say Does not allow for a “yes” or “no” answer Take the pressure off you and puts it on the other person to speak 18 Behavioral Change Stairway 19 “I” Statements “I” statements redirect responsibility of the message so it doesn’t sound like you are blaming or attacking the receiver These statements help to lessen the possibility that the receiver will feel defensive, and allow the receiver to be more open to establishing rapport A typical “I” statement may look like this: “I feel _______ when you _____, because_____. I would appreciate it if you ______. 20 Not an “I” Statement “Put that stick down! “Put that Man-O-War down! 21 “I” Statements Example: “I feel nervous when you wave that stick/ Man-O-War around because I’m afraid someone will get hurt. I’d appreciate it if you would put it down so we can talk.” This is non-confrontational and explains from your point of view why you want the person to do something 22  Words & Statements to Avoid BE CAREFUL WITH P OT E N T I A L LY D I S M I S S I V E STAT E M E N T S S U C H A S “LISTEN” AND “I U N D E R STA N D.” 23  MORE PIES Minimal Encouragers Open- Ended Questions Reflection / Mirroring Emotional Labeling Paraphrasing “I” Messages Effective Pauses Summary 24