Stages of Escalation
Stage 2- Every escalation starts with
What is a trigger?
Seek to agree by
What is agree with the truth?
What is agree with the principle?
What is agree with the odds?
Verbal communication includes
Difficult conversations can be planned by
What is finding a private familiar area?
Dont turn
What is your back?
Stage 3 Agitation- ________ is clearly visible
What is Blame?
REMEMBER YOU CAN BE A TARGET
Respect Personal ________
What is space?
Non-verbal communication includes
What are gestures, facial expressions, and eye contact?
Develop a written or mental roadmap of what you will say to the patient.
What is scripting?
Door should be
What is behind you?
Stage 4 Acceleration- The ________ remains unsolved and the patient focuses on it.
What is conflict?
Provide ________ when possible
What is choices?
Writing is a form of
What is verbal communication?
Difficult conversations should be delivered by
What is listening and responding with Empathy?
What is being honest and avoid putting blame on others?
Avoid threatening
What is body language?
Examples- Furrowed eyebrows, tense lips, a protruding jaw, clenched jaw, bare teeth.
Stage 5 Peak- The 5th warning sign of escalation
What is hostility?
Hostility manifests through physical actions or threats that appear imminent. The patient has out of control behavior.
Allow time for _______
What is decisions?
A patient is not paying attention to you if they
What is have wandering eyes?
Documentation- What information can be helpful for having another difficult conversation
What are key points?
What are Precipitating factors?
Don't take
What is anger personally?
By reducing personalization, we can be less reactive and concentrate our energy on problem-solving.
Stage 7 Recovery is important because it is a great time to
What is find a place of agreement OR Find ways to avoid future outburts?
Choose wisely on what you __________
What is insist upon?
Arms across the chest means __________
What is the patient is being defensive?
After a difficult conversation I should
What is personal reflection on what you did well and what you need to improve?
Seek ______ when needed
What is assistance