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Crisis Development Model
Nonverbal Communication
Verbal Escalation
Don't take it personal
CPI Mixed Bag
100
A noticeable change or increase in someone's typical behavior
Anxiety
100
Nonverbal behaviour that communicates messages to others via Body Position, Posture & Movement
Kinesics
100
A rational question seeking a rational response
Information Seeking Question
100

The ability as a staff member, to maintain professionalism and not take challenging behavior personally

Rational Detachment

100
Communicating via a "High Five"
Haptics
200
Used as a "Last Resort"
Physical Interventions (NVCI)
200
How we say what we say
Paraverbal Communication
200
The Verbal Escalation Continuum falls within this level of the Crisis Development Model
Defensive/Directive
200
Internal or External Factors that can influence behaviour
Precipitating Factors
200
The values that underpin this course
Care, Welfare, Safety and Security for all
300
Out with the old, in with the new - the Third Behaviour Level of the Crisis Development Model
Risk Behaviour (Formally Acting-Out Person)
300
The three components of Paraverbal Communication
Tone * Volume * Cadence
300
Three Keys to Limit Setting
Simple/Clear * Reasonable * Enforceable
300
This model is used for both staff and clients after a crisis
COPING Model (Postvention)
300
Three components of an Unproductive Staff response to Fear
Freeze * Overreact * Respond Inappropriately
400
The staff approach to re-establish open lines of communication with someone in Tension Reduction
Therapeutic Rapport
400
Designed to maintain safety, be nonthreatening and communicate respect...
Supportive Stance
400

Crisis Development Model Level where one might experience emotional outbursts, venting, complaining, swearing...

Release

400
The "P" in the COPING Model
Patterns
400
Two ways the Decision-Making Matrix is used to consider Risk
Likelihood & Severity
500
The value of learning the 4 levels & corresponding staff attitudes of the Crisis Development Model
* Helps us intervene early & appropriately * Helps us avoid over-reacting or under-reacting * Helps avert crisis
500
Gender, Culture, Height, Relationship, Age...
Factors that may influence an individual's Personal Space
500
List the 5 steps of the Verbal Escalation Continuum in order
Questioning - Refusal - Release - Intimidation - Tension Reduction
500
Behaviour influences Behaviour
Integrated Experience
500
Least Restrictive, Reasonable, & Proportionate
Factors to consider when deciding to use a Physical Intervention