Verbal Escalation
Non Verbal Behavior
Staff Interventions for Verbal Escalation
CPI Crisis Development Model
Potpourri
100
What is the first stage of the CPI verbal escalation as seen in the continuum?
Questioning
100
What is proxemics?
Use of personal space
100
What is the appropriate staff intervention for the first stage of the verbal escalation: questioning?
Give a rational response; stick to the topic; or set limits if the person persists.
100
What is the first crisis development/behavior level in the Crisis Development Model and the appropriate staff approach?
Behavior level - anxiety Staff approach - supportive
100
What are three examples of empathic listening?
1. Be non-judgmental 2. Give undivided attention 3. Listen carefully to what the person is really saying (focus on feelings, not just facts) 4. Allow silence for reflection 5. Use restatement to clarify message
200
What is the third stage of the CPI verbal escalation as seen in the continuum?
Release
200
What is kinesics?
Body posture and motion
200
What is the appropriate staff intervention for the third stage of the verbal escalation: release?
Allow the individual to let off steam, if possible. Remove any audience or the acting-out person from the area. When the person begins to quiet down, state directives that are non-threatening. Use an understanding, reasonable approach. Be prepared to enforce any limits you set.
200
What is the last (4th) crisis development/behavior level in the Crisis Development Model and the appropriate staff approach?
Behavior level - tension reduction Staff approach - therapeutic rapport
200
What are the three keys to setting limits?
Simple and clear Reasonable Enforceable
300
What is the fourth stage of the CPI verbal escalation as seen in the continuum?
Intimidation
300
What are three examples of kinesics?
Facial expressions, gestures, posture, and movements
300
What is the appropriate staff intervention for the fourth stage of the verbal escalation: intimidation?
Seek assistance and wait for the team to intervene, if possible. Try to avoid individual intervention, as this is more likely to jeopardize the safety and welfare of both staff and acting-out individual.
300
What is the third crisis development/behavior level in the Crisis Development Model and the appropriate staff approach?
Behavior level - acting-out person (AOP) Staff approach - Nonviolent Physical Crisis Intervention
300
What are the appropriate verbal interventions?
1. Remain calm 2. Isolate the situation 3. Enforce the limits 4. Listen 5. Be aware of nonverbals 6. Be consistent
400
What is the last stage of the CPI verbal escalation as seen in the continuum?
Tension reduction
400
1.5 - 3 feet in range, considering an extension of self What is the approximate length of an area surrounding the body when using the proxemics?
1.5 - 3 feet in range, considering an extension of self
400
What is the appropriate staff intervention for the last stage of the verbal escalation: tension reduction?
Establish therapeutic rapport - re-establish communication with the individual.
400
What is the second crisis development/behavior level in the Crisis Development Model and the appropriate staff approach?
Behavior Level - defensive Staff approach - directive
400
What are the inappropriate verbal interventions?
1. Overreact 2. Get in a power struggle 3. Make false promises 4. Fake attention 5. Be threatening 6. Use jargon (it tends to confuse and frustrate the person)
500
What is the second stage of the CPI verbal escalation as seen in the continuum?
Refusal
500
What are the benefits of the CPI Supportive Stance?
1. Communicates respect by honoring personal space. 2. Is non-threatening/non-challenging. 3 Contributes to staff's personal safety if attacked/offers an escape route.
500
What is the appropriate staff intervention for the second stage of the verbal escalation: refusal?
Set limits.
500
What is a good example of student showing anxiety and what is a good example of staff using supportive approach?
Anxiety - a noticeable increase or change in behavior : e.g., pacing, finger drumming, wringing of the hands, or staring Supportive - an emphatic, nonjudgmental approach attempting to alleviate anxiety
500
What is the purpose of the course?
To learn to provide Care, Welfare, Safety, and Security for all.
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