Stages
Verbally and/or non-verbally threatens staff
What is Intimidation
Rebuild therapeutic rapport
What is Tension Reduction
The ____ is to identify escalating verbal behavior early and use de-escalation techniques to prevent the situation from reaching a more critical point
What is goal
Respond more emotionally or forcibly than is justified
What is Overreact
The ability to stay in control of your own behavior and not take acting out behavior personally
What is Rational Detachment
Non-compliance, slight loss of rationality
What is Refusal
Only Set limits
What is Refusal
Each stage is characterized by specific _____ behaviors that indicate a person is moving further into a crisis situation
What is Verbal
Stating something that you have no intention of doing or have the authority to do so
What is a false promise
A non-threatening body position that helps staff de-escalate a crisis
What is a Supportive Stance
A drop in energy following a crisis while regaining rationality
What is Tension Reduction
Allow venting, isolate, focus on safety, & listen
What is Release
Limits should be ____, ____, ____ & ____
What are simple, clear, reasonable, & enforceable
Stating intention to take hostile action in retribution for something done or not done.
What is Threaten
To change the course, plan, or purpose
What is Redirect
Verbiage that can inquire about information or challenge authority
What is Questioning
Take it seriously, document, report, & get help if needed
What is Intimidation
The purpose of Nonviolent Crisis is to provide the ____, ____, ____, & ____ for all those involved in a crisis situation.
Care, Welfare, Safety, & Security
Having or displaying an excessively critical point of view
What is Judgmental
Monitor the vocal cues that accompany your words, which help you convey your emotions and intentions
What are Paraverbals
Acting out, emotional outburst, loss of rationality, blowing off steam, screaming, swearing, high energy output
What is Release
Provide information or redirect & set limits
What is Questioning
A framework used in Crisis Prevention Institute (CPI) training that outlines the progressive stages of escalating verbal behavior, allowing professionals to identify and respond appropriately to increasing levels of conflict intensity in a situation
What is the Verbal De-Escalation Continuum
This can take the form of questioning authority, pushing personal buttons, or defending your credibility
What is a power struggle
An active process to discern what a people are really saying
What is Empathic Listening