OBJECTIVES
     Recognize communication danger 
     signs
     Take steps to prevent escalation
     Apply skills to communicate 
     effectively in tense situations
    BASIC COMMUNICATION
    “Process exchanging facts or ideas 
     between persons”
    Dynamic, not static and can be 
     affected by many variables 
     (environment, tone, approach, 
     clarity, style…)
  Communication
           Sender
     Receiv
       er
    Instances where 
    communications can become 
    tense
     Staff/family conflicts
     Conflicts within families 
     (separations/divorces, financial and 
     other stresses on families)
     SAFETY FIRST!
     IF A PERSON IS BECOMING AGITATED (ESCALATING):
     ASK YOURSELF IF YOU FEEL YOU ARE IN PHYSICAL DANGER
       IF YES—                              IF NO—
      Time to implement the crisis plan!    Use de-escalation 
       Assume the worst
       •Isolate                               techniques
       •Call for help                      •Check out yourself
       •Call 911(?)
       •Crowd control                      •Check out the 
       •Physical                              environment
       environment                         •Work on non-verbal 
       •Escape route / exit                   communication
       •Personal space
                                            •Verbal de-escalation