De-Escalation 101
This action, often skipped when interacting with homeless individuals, conveys dignity and starts a respectful dialogue.
What is asking someone’s name?
This psychological condition can weaken the connection between the prefrontal cortex and the amygdala, making emotional regulation more difficult.
What is trauma?
The “Flight Attendant” technique involves making it clear you see/hear and that you aren’t this.
What is afraid?
This is the correct posture for a backup staff member.
What is visible, silent, and non-threatening?
This type of setting can intensify conflict due to the presence of an audience and concerns about reputation.
What is a public space?
This phrase from the Navy SEALs emphasizes the importance of patience in conflict resolution: “Slow is smooth, smooth is...”
What is fast?
This disorder is considered the most debilitating mental illness.
What is schizophrenia?
Voices telling someone to do nonviolent things are generally considered this.
What is not dangerous?
This type of eye contact, when used appropriately, signals attention and respect without intimidation.
What is intermittent eye contact?
This is the first thing that escalates conflict during a removal.
What is poor body language?
Offering your name before asking for someone else's during a conflict signals this type of interaction rather than surveillance.
What is a conversation?
The recommended response when someone is experiencing delusions.
What is neither confirm nor deny the delusion?
When interacting with someone with schizophrenia, this is more important than what you say.
What is how you say it?
This is the recommended distance a backup staff member should stand from the lead and customer.
What is 8–10 feet?
This emotion, when triggered during a removal, can escalate into violence.
What is humiliation?
These two behaviors are the most important types of “escalators” that can worsen conflict with individuals experiencing homelessness.
What are disrespect and threats to safety?
This disorder is characterized by hypersensitivity, hostility, and always being “right.”
What is paranoid personality disorder?
This red flag involves voices commanding violent actions.
What are command hallucinations?
This is the primary responsibility of the Backup when the Lead is talking to the customer.
What is preventing interference?
This strategy allows the person to plead their case before being asked to leave again.
What is "Slow Down and Listen"?
These two key de-escalators help engage the prefrontal cortex and promote calm during conflict.
What are safety and respect?
This is the percentage of individuals with severe mental illness who are violent without substance abuse.
What is 2.9%?
This behavior is a major red flag and involves intense focus on one person.
What is hyper-fixation?
This subtle physical cue, used in the first five seconds of interaction, signals non-aggression and openness.
What is the 15-degree stance?
This phrase offers hope and resets expectations for future visits.
What is "Fresh Start"?