Paraverble/Verbal Defensive Behavior
A person in the waiting area continually asking, "When can I go in?"
Informatiion seeking
Pushing something off a table or throwing an object on the floor.
Release
Give a rational response to the question being asked
Information seeking
What
-Builds trust and relationships even during crisis
-Helps you to understand that people communicate their distress differently
Person -Centered and Trauma informed response
Offering a person clear choices and clarifying boundaries of acceptable behavior
Limit Setting
A person saying, "Why do I have to wait? You should have more people working to keep things moving."
Challenging Questioning
Non-verbally making threats, such as stepping forward aggressively
Intimidation
Let them vent and acknowledge their feelings
Release
Behavior that influences behavior
Integrated experience
This pattern interrupts the person's emotional flow to get their attention and redirect them to a positive alternative behavior
Interrupt and Redirect
Talking continuously to vent such as saying, "You don't understand. I've had a really bad day. Everyone just tells me what to do, and no one's listening to me."
Release
A person using gestures to ask how long they need to wait
Information seeking
Always take a threat seriously. Assess threat and the risk of harm and then choose the best response
Decrease in physical and emotional energy
**Desired level for best results**
Tension reduction
Helps the person identify the behavior that will help them reach the desired outcome
Desired Behavior Desired Outcome
Making threats such as aggressively saying, "Let me in or you'll regret it!"
Intimidation
A person using facial expressions to show that they are right or that you are doing something wrong
Challenging
Provide safe and respectful choices and explain the possible outcomes (limit setting) Give the person time to process
Refusal /Release
Recognizing the need to remain professional by managing your own behavior and attitude
Rational Detachment
This pattern provides an individual with two acceptable options for fulfilling a request
Fail Safe Choices
Refusal
Turning their head and not following your instruction
Refusal
Downplay the challenge and stick to the original topic
Challenging Questions
Helps us determine the level of a risk behavior the likelihood of the behavior and helps decide strategies we use to mitigate the risk.
Decision-Making Matrix
-Last resort
-Reasonable
-Proportionate
Defendable Decision Making
Last resort - acting out of necessity
Reasonable - assessed the person intention to cause harm
Proportionate - appropriate intervention based on the intent of the individual