When someone is under stress and exhibiting behaviors on the Lalemand Red Behavior Scale, we need to be very careful how we communicate to avoid further escalation. Sometimes our communication is imprecise and sometimes we use words that make our requests less effective. In these situations, the individual may become confused and respond with resistance. In this module, we will discuss how to make a clear request to avoid being misunderstood by someone under stress. We will discuss the importance of being polite and succinct and maintaining a conversational but firm tone as well as keeping the request positive by avoiding the words, “Stop” or “Don’t.” You will find that using direct and precise communication helps to avoid resistance and ambiguity.

After completing this module, you should be able to:

• Demonstrate a simple, straightforward request
• Identify words and phrases to avoid when making a clear request
• Describe the importance of treating individuals with dignity and respect
• Describe the benefit of making positive requests over negative requests
• Describe the importance of making directed and observable requests