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When someone is under stress and exhibiting escalating behaviors, 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.
Sometimes when asking individuals to do different tasks you are met with resistance. Individuals may avoid doing what you ask of them by changing the subject, attempting to distract you, or playing word games. When faced with resistance, people typically do one of two things; they either give up and walk away or launch into argument. These behaviors are ineffective and do not accomplish your goal. This module will give you the tools necessary to keep a conversation on track and accomplish the task at hand.
When someone in your care is being resistant or trying to avoid responsibility, you can offer positive choices to replace unwanted behavior. Providing choices helps the individual feel in control which usually results in better outcomes. We will discuss the sentence structure to use when offering choices, a format known as Choice A/B. For this technique to work, you must be persistent but not controlling, and use positive words and body language to make the choices more appealing.
In this module, you will see how you can use Defusing Techniques to effectively stop or prevent escalation among individuals. When two individuals are arguing, the situation can escalate very quickly. It is important to intervene as quickly as possible and in a calm and respectful way to help prevent potential crisis. The best way to stop an argument between two people is to force a break in eye contact. If you can break their eye contact, your success rate of separating them is going to be much higher. We will discuss your approach and positioning so you can safely implement the different techniques to help you separate the individuals and restore calm and safety. The six Defusing Techniques are the Presence Technique, Fake Misunderstanding, Confusion, Positive Reinterpretation, Calm and Soothing, and Soft Shock.
