Active Listening
Instead of arguing, this technique involves repeating back what you heard to show understanding.
What is validation/paraphrasing?
To appear safe and non-threatening, you should keep your hands here
What is out of your pockets and visible?
True or False: You should never apologize for your organization's rules
What is True?
It is important to emphasize with the person's ____, but not with their ____
What is feelings, but not behavior?
A client is yelling that they have waited too long. You should say....
What is "Let's slow down and figure out the best next step"?
This is the best way to handle a person who is screaming or using abusive language.
What is staying calm and listening until they take a breath?
When speaking, you should adjust your volume to be this
What is low in tone and volume?
When providing a consequence, it should be phrased as this, not a threat.
What is a choice?
To avoid triggering someone, you should never say this phrase, even if you think you understand.
What is "I know how you feel"?
You have provided a choice, but the person keeps yelling. You should....
What is repeat the, "I understand you are angry but..." script?
This type of listening involves focusing entirely on the speaker without distraction or planning your comeback.
What is active listening?
Instead of staring directly, you should do this to show you are not threatening.
What is avoiding constant eye contact?
This is the proper response when a person asks an abusive question, such as "Why are all [staff] so stupid?".
What is no response at all?
Using this to address a person can immediately humanize the situation.
What is their first name?
The person is blocking the exit. You should....
What is ask them to move, stand at an angle, and keep space?
Use this phrase to make an angry person feel understood.
What is "I can hear that this situation feels frustrating"?
To avoid appearing confrontational, stand at this angle, rather than straight on.
What is at a 45-degree angle?
When speaking, you should adjust your volume to be this
What is low in tone and volume?
Instead of telling someone to "calm down," this type of statement is more effective.
What is a positive/validating statement, e.g., "I want to help"?
A resident demands to speak to a supervisor who is unavailable and starts getting upset. Instead of taking it personally or arguing, staff should…
“What is offer calm alternatives and supportive problem-solving?”
Instead of asking "Why are you angry?", you should ask this to move from emotional to rational.
Instead of asking "Why are you angry?", you should ask this to move from emotional to rational. (What is "Help me to understand what you are saying to me"?
This facial expression should be avoided, as it can be interpreted as mockery
What is smiling?
If a person refuses to follow rules, this is the first step in setting a boundary.
What is explaining the limit in a respectful tone?
This is the core goal of "behavioral empathy" during an interaction.
What is making the person feel heard and understood?
You feel unsafe and your de-escalation isn't working. You should....
What is initiate safety protocol/get help?