Under this motivation a person will fight (or flight) when they feel they are under attack or when they believe someone is going to take away something necessary to their well-being.
What is Fear
100
The two most important skills when preparing to deal with a conflict.
What are self-control & observation?
100
A good strategy for dealing with a guest who may feel like they are losing social standing it to pull them aside for a ____ ___ ____.
What is a "walk and talk"?
100
make consequences for their behavior clear
What is the goal for dealing with a intimidating guest?
100
The motivation that is possible if a person moves from an exasperated tone of voice to an angry, loud, and menacing quality.
What is Frustration?
200
A state where the guest is “responding” to a perceived threat, a loss of control, a feeling of vulnerability, or a combination of these.
What is respondent states?
200
If a guest is acting out and your impulse is to act in a punishing way, your plan may be to ____ ___ ______ until you are more calm.
What is delay your response?
200
Recognizing ______ _______ from a calm to escalated state will give important clues to their motivating behavior.
What are behavior changes?
200
Remain detached
What is the goal for the manipulative guest?
200
The motivation that is possible when a guest has a tense and rigid posture, as though they are about to defend themselves?
What is Fear?
300
Using this motivation a guest will try to get what they want by calm, threatening behavior.
What is Intimidation?
300
When confronted by an escalating guest the first and most important tool at your disposal is the ability to maintain ____ ______.
What is self-control?
300
Alcohol tends to make people more ________.
What is impulsive?
300
Reducing the threat perceived by the guest.
What is the goal when intervening with a fearful guest?
300
The motivation that is possible when a guest uses a quiet, almost rehearsed, speech with a calm demeanor that is basically unremarkable except that they may be using a menacing voice.
What is Intimidation?
400
These two motivations make up the Ope rant States, where the guest is "operating" in a calculated way in order to have their needs or desires met.
What are Manipulation & Intimidation?
400
In stressful situations, we either confront the situation head on to protect ourselves, or get away from the situation as quickly as possible to maintain our safety. This impulse is known as _____ __ ______.
What is fight or flight?
400
The greatest indication of a guest's potential for violence is whether they have been violent __ ___ ____.
What is "in the past"?
400
Physical violence with a guest
What interation should staff avoid of any kind?
400
These are the four motivations for escalating behavior:
What are Fear, Frustration, Manipulation, & Intimidation?
500
Using this motivation a person may threaten or attack others (or destroy property) as an expression of rage caused by pent-up frustration.
What is Frustration?
500
Developing self-awareness that lets us remain calm, yet alert, is a basic requirement of ________ _________.
What is professional behavior?
500
Immediate stressors of situations that are prompting the guest to escalate.
What are precipitating events?
500
regain control
What is the goal for de-escalating the frustrated guest?
500
The motivation that is possible when a guest might accuse staff of not caring or not being a Christian?