Crisis Development Model
Restlessness, inability to sit still, pacing, tapping foot, fingers, irritability, are signs someone may be experiencing this
What are signs of Anxiety?
Position, Posture, and Proximity helps to promote a open, non-judgmental, and protective body language and is known as this
What is the Supportive Stance?
There are 2 types of this associated with defensive behavior escalation when someone is "Questioning" you.
What are information-seeking and challenging?
Any physical, chemical, environmental, or mechanical method used to limit a person's liberty of movement is known as a -___________
What is a "restrictive intervention?"
This skill enables you to remain in control of your own emotions and behaviors, so you can make appropriate judgments about your next steps.
What is Critical decision making skills?
"I would not have yelled if you would not have left me sitting in the waiting room for 3 hours, it is not my fault," is an example of this behavior
What is defensive behavior?
Elements of this form of communication include:
Personal Space, Body Language, Communication through touch, Listening with Empathy
What is Nonverbal Communication?
After an angry family member picks up a chair and throws it, he shouts at the Triage Nurse. He is demonstrating which phase of the Verbal Escalation Continuum.
What is "Release"?
The two types of engagement strategies involve ____ and _______
What are Strikes and Grabs/Holds?
These are the 2 criteria in the decision making matrix that assesses risk
What are Likelihood and Severity?
Removing objects from a patient room, asking other people to leave the area/room, and asking for additional personnel to assist are examples of this staff approach.
What are supportive interventions?
By being aware of your tone, volume, and rhythm of speech, you are mindful of this type of communication
What is Paraverbal Communication?
Principles of ___________ involve listening to understand, remaining flexible, keeping conversation private, allowing the person to process, and avoid getting into power struggle.
What is Limit Setting?
When approached by a person in crisis, it is important to respond with equal level. What are the risk levels?
What are Low, Medium, and High?
Following a Crisis, it is important to re-establish the relationship to create a sense of calm and safety for all involved. This is accomplished by using _______ ______
What is Therapeutic Rapport?
Social and cultural factors, words/gestures that may be offensive, age/gender, and cognitive abilities are factors that impact this component of communication
What is the message?
By staying calm and consistent, you can do this and remain objective and prevent escalation of negative behaviors
What is Rational Detach (detachment)?
When someone is holding you, they may simply just need your attention. This disengagement skill allows you to limit the person's movements and prevent harm.
What is "Hold and Stabilize?"
Biomechanical benefit that combines momentum with movement around a single point that creates linear and angular motion is known as
What is a Lever?
This provides a format for post-crisis evaluation and can be used for staff and/or individual in crisis to establish therapeutic rapport.
What is the COPING Model?
When behavior escalates it may be necessary to resort to this to keep yourself and other safe from injury
What are Disengagement Skills?
_________ is created for the listener when there is a discrepancy between the message's content and the feeling of the communication.
What is Confusion?
When someone is in crisis, observe their behavior, then consider your own behavior. Remember, by being aware that your attitudes and perceptions can either resolve or exacerbate another's behavior. This is known as
What is Integrated Experience?
Restriction interventions are used only as ____________
What is as a last resort?
By recognizing my own limitations is the beginning step to doing this....
What is de-escalating a potentially volatile situation?