de-escalation 101: methods and techniques for...
TRANSCRIPT
DE-ESCALATION
101
METHODS AND
TECHNIQUES
FOR MANAGING
VOLATILE PERSONS
amp STAYING SAFE
Robert Whiteside CHPA
Executive Security
Director
Mission Health
GOALS
Develop Skills to be a Better Ethical Protector
Manage Conflict More Professionally Safely and Effectively
Inspire Voluntary Compliance Cooperation and Collaboration
Creating Allies versus Adversaries
WHAT HAVE YOU DONE TODAY
TO MAKE YOUR ENVIRONMENT
INCOMPATIBLE WITH VIOLENCE
UNIVERSAL GREETING (VJVDI)
Create a social contract with the Universal Greeting
Give an appropriate positive greeting
Introduce yourself and your affiliation
State the reason for your contact
Ask the other party a relevant question
2 GOALS OF DE-ESCALATION
Create Calm
Atmosphere
Stay Safe
Focus on creating a
NON-ESCALATINGenvironment
UNIVERSAL BEHAVIORAL
PRECAUTIONS
There is the potential for any patient or visitor (or even staff
member) to become verbally or in more rare cases
even physically assaultive under extreme distress
THE PREMIER 5-MINUTE ldquoMETHODrdquo
FOR CREATING A NON-ESCALATING
ENVIRONMENT
INMATE SAVES OFFICER
BE A PROTECTOR
A SERVICE ETHOS
BENEFITS OF BEING OF BEING A CONTACT PROFESSIONAL
PERSONAL SAFETYDECREASED USE OF FORCE INCIDENTS
DECREASED INJURY RATESDECREASED WORKMANrsquoS COMP CLAIMS
ENHANCED PROFESSIONALISMDECREASED COMPLAINTS
DECREASED VICARIOUS LIABILITYLESS STRESS
COURT POWER amp ARTICULATIONINCREASED STAFF MORALE
COOPER COLOR CODE
The Premier Way to Handle
any Threat
AWARENESS = 90 OF SELF-PROTECTION
10 = THE PHYSICAL TECHNIQUES
PATIENT RISK FACTORS
Head trauma
Behavioral Health Issues
Substance abuse
Young age (particularly males)
Prior history of violence
Family may have
Risk Factors
THE PAIN FACTOR
A MAJOR KEY
INTERVENE EARLY
How much of our communication is
verbal compared to non-verbal
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
GOALS
Develop Skills to be a Better Ethical Protector
Manage Conflict More Professionally Safely and Effectively
Inspire Voluntary Compliance Cooperation and Collaboration
Creating Allies versus Adversaries
WHAT HAVE YOU DONE TODAY
TO MAKE YOUR ENVIRONMENT
INCOMPATIBLE WITH VIOLENCE
UNIVERSAL GREETING (VJVDI)
Create a social contract with the Universal Greeting
Give an appropriate positive greeting
Introduce yourself and your affiliation
State the reason for your contact
Ask the other party a relevant question
2 GOALS OF DE-ESCALATION
Create Calm
Atmosphere
Stay Safe
Focus on creating a
NON-ESCALATINGenvironment
UNIVERSAL BEHAVIORAL
PRECAUTIONS
There is the potential for any patient or visitor (or even staff
member) to become verbally or in more rare cases
even physically assaultive under extreme distress
THE PREMIER 5-MINUTE ldquoMETHODrdquo
FOR CREATING A NON-ESCALATING
ENVIRONMENT
INMATE SAVES OFFICER
BE A PROTECTOR
A SERVICE ETHOS
BENEFITS OF BEING OF BEING A CONTACT PROFESSIONAL
PERSONAL SAFETYDECREASED USE OF FORCE INCIDENTS
DECREASED INJURY RATESDECREASED WORKMANrsquoS COMP CLAIMS
ENHANCED PROFESSIONALISMDECREASED COMPLAINTS
DECREASED VICARIOUS LIABILITYLESS STRESS
COURT POWER amp ARTICULATIONINCREASED STAFF MORALE
COOPER COLOR CODE
The Premier Way to Handle
any Threat
AWARENESS = 90 OF SELF-PROTECTION
10 = THE PHYSICAL TECHNIQUES
PATIENT RISK FACTORS
Head trauma
Behavioral Health Issues
Substance abuse
Young age (particularly males)
Prior history of violence
Family may have
Risk Factors
THE PAIN FACTOR
A MAJOR KEY
INTERVENE EARLY
How much of our communication is
verbal compared to non-verbal
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
WHAT HAVE YOU DONE TODAY
TO MAKE YOUR ENVIRONMENT
INCOMPATIBLE WITH VIOLENCE
UNIVERSAL GREETING (VJVDI)
Create a social contract with the Universal Greeting
Give an appropriate positive greeting
Introduce yourself and your affiliation
State the reason for your contact
Ask the other party a relevant question
2 GOALS OF DE-ESCALATION
Create Calm
Atmosphere
Stay Safe
Focus on creating a
NON-ESCALATINGenvironment
UNIVERSAL BEHAVIORAL
PRECAUTIONS
There is the potential for any patient or visitor (or even staff
member) to become verbally or in more rare cases
even physically assaultive under extreme distress
THE PREMIER 5-MINUTE ldquoMETHODrdquo
FOR CREATING A NON-ESCALATING
ENVIRONMENT
INMATE SAVES OFFICER
BE A PROTECTOR
A SERVICE ETHOS
BENEFITS OF BEING OF BEING A CONTACT PROFESSIONAL
PERSONAL SAFETYDECREASED USE OF FORCE INCIDENTS
DECREASED INJURY RATESDECREASED WORKMANrsquoS COMP CLAIMS
ENHANCED PROFESSIONALISMDECREASED COMPLAINTS
DECREASED VICARIOUS LIABILITYLESS STRESS
COURT POWER amp ARTICULATIONINCREASED STAFF MORALE
COOPER COLOR CODE
The Premier Way to Handle
any Threat
AWARENESS = 90 OF SELF-PROTECTION
10 = THE PHYSICAL TECHNIQUES
PATIENT RISK FACTORS
Head trauma
Behavioral Health Issues
Substance abuse
Young age (particularly males)
Prior history of violence
Family may have
Risk Factors
THE PAIN FACTOR
A MAJOR KEY
INTERVENE EARLY
How much of our communication is
verbal compared to non-verbal
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
UNIVERSAL GREETING (VJVDI)
Create a social contract with the Universal Greeting
Give an appropriate positive greeting
Introduce yourself and your affiliation
State the reason for your contact
Ask the other party a relevant question
2 GOALS OF DE-ESCALATION
Create Calm
Atmosphere
Stay Safe
Focus on creating a
NON-ESCALATINGenvironment
UNIVERSAL BEHAVIORAL
PRECAUTIONS
There is the potential for any patient or visitor (or even staff
member) to become verbally or in more rare cases
even physically assaultive under extreme distress
THE PREMIER 5-MINUTE ldquoMETHODrdquo
FOR CREATING A NON-ESCALATING
ENVIRONMENT
INMATE SAVES OFFICER
BE A PROTECTOR
A SERVICE ETHOS
BENEFITS OF BEING OF BEING A CONTACT PROFESSIONAL
PERSONAL SAFETYDECREASED USE OF FORCE INCIDENTS
DECREASED INJURY RATESDECREASED WORKMANrsquoS COMP CLAIMS
ENHANCED PROFESSIONALISMDECREASED COMPLAINTS
DECREASED VICARIOUS LIABILITYLESS STRESS
COURT POWER amp ARTICULATIONINCREASED STAFF MORALE
COOPER COLOR CODE
The Premier Way to Handle
any Threat
AWARENESS = 90 OF SELF-PROTECTION
10 = THE PHYSICAL TECHNIQUES
PATIENT RISK FACTORS
Head trauma
Behavioral Health Issues
Substance abuse
Young age (particularly males)
Prior history of violence
Family may have
Risk Factors
THE PAIN FACTOR
A MAJOR KEY
INTERVENE EARLY
How much of our communication is
verbal compared to non-verbal
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
2 GOALS OF DE-ESCALATION
Create Calm
Atmosphere
Stay Safe
Focus on creating a
NON-ESCALATINGenvironment
UNIVERSAL BEHAVIORAL
PRECAUTIONS
There is the potential for any patient or visitor (or even staff
member) to become verbally or in more rare cases
even physically assaultive under extreme distress
THE PREMIER 5-MINUTE ldquoMETHODrdquo
FOR CREATING A NON-ESCALATING
ENVIRONMENT
INMATE SAVES OFFICER
BE A PROTECTOR
A SERVICE ETHOS
BENEFITS OF BEING OF BEING A CONTACT PROFESSIONAL
PERSONAL SAFETYDECREASED USE OF FORCE INCIDENTS
DECREASED INJURY RATESDECREASED WORKMANrsquoS COMP CLAIMS
ENHANCED PROFESSIONALISMDECREASED COMPLAINTS
DECREASED VICARIOUS LIABILITYLESS STRESS
COURT POWER amp ARTICULATIONINCREASED STAFF MORALE
COOPER COLOR CODE
The Premier Way to Handle
any Threat
AWARENESS = 90 OF SELF-PROTECTION
10 = THE PHYSICAL TECHNIQUES
PATIENT RISK FACTORS
Head trauma
Behavioral Health Issues
Substance abuse
Young age (particularly males)
Prior history of violence
Family may have
Risk Factors
THE PAIN FACTOR
A MAJOR KEY
INTERVENE EARLY
How much of our communication is
verbal compared to non-verbal
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
UNIVERSAL BEHAVIORAL
PRECAUTIONS
There is the potential for any patient or visitor (or even staff
member) to become verbally or in more rare cases
even physically assaultive under extreme distress
THE PREMIER 5-MINUTE ldquoMETHODrdquo
FOR CREATING A NON-ESCALATING
ENVIRONMENT
INMATE SAVES OFFICER
BE A PROTECTOR
A SERVICE ETHOS
BENEFITS OF BEING OF BEING A CONTACT PROFESSIONAL
PERSONAL SAFETYDECREASED USE OF FORCE INCIDENTS
DECREASED INJURY RATESDECREASED WORKMANrsquoS COMP CLAIMS
ENHANCED PROFESSIONALISMDECREASED COMPLAINTS
DECREASED VICARIOUS LIABILITYLESS STRESS
COURT POWER amp ARTICULATIONINCREASED STAFF MORALE
COOPER COLOR CODE
The Premier Way to Handle
any Threat
AWARENESS = 90 OF SELF-PROTECTION
10 = THE PHYSICAL TECHNIQUES
PATIENT RISK FACTORS
Head trauma
Behavioral Health Issues
Substance abuse
Young age (particularly males)
Prior history of violence
Family may have
Risk Factors
THE PAIN FACTOR
A MAJOR KEY
INTERVENE EARLY
How much of our communication is
verbal compared to non-verbal
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
THE PREMIER 5-MINUTE ldquoMETHODrdquo
FOR CREATING A NON-ESCALATING
ENVIRONMENT
INMATE SAVES OFFICER
BE A PROTECTOR
A SERVICE ETHOS
BENEFITS OF BEING OF BEING A CONTACT PROFESSIONAL
PERSONAL SAFETYDECREASED USE OF FORCE INCIDENTS
DECREASED INJURY RATESDECREASED WORKMANrsquoS COMP CLAIMS
ENHANCED PROFESSIONALISMDECREASED COMPLAINTS
DECREASED VICARIOUS LIABILITYLESS STRESS
COURT POWER amp ARTICULATIONINCREASED STAFF MORALE
COOPER COLOR CODE
The Premier Way to Handle
any Threat
AWARENESS = 90 OF SELF-PROTECTION
10 = THE PHYSICAL TECHNIQUES
PATIENT RISK FACTORS
Head trauma
Behavioral Health Issues
Substance abuse
Young age (particularly males)
Prior history of violence
Family may have
Risk Factors
THE PAIN FACTOR
A MAJOR KEY
INTERVENE EARLY
How much of our communication is
verbal compared to non-verbal
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
INMATE SAVES OFFICER
BE A PROTECTOR
A SERVICE ETHOS
BENEFITS OF BEING OF BEING A CONTACT PROFESSIONAL
PERSONAL SAFETYDECREASED USE OF FORCE INCIDENTS
DECREASED INJURY RATESDECREASED WORKMANrsquoS COMP CLAIMS
ENHANCED PROFESSIONALISMDECREASED COMPLAINTS
DECREASED VICARIOUS LIABILITYLESS STRESS
COURT POWER amp ARTICULATIONINCREASED STAFF MORALE
COOPER COLOR CODE
The Premier Way to Handle
any Threat
AWARENESS = 90 OF SELF-PROTECTION
10 = THE PHYSICAL TECHNIQUES
PATIENT RISK FACTORS
Head trauma
Behavioral Health Issues
Substance abuse
Young age (particularly males)
Prior history of violence
Family may have
Risk Factors
THE PAIN FACTOR
A MAJOR KEY
INTERVENE EARLY
How much of our communication is
verbal compared to non-verbal
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
BE A PROTECTOR
A SERVICE ETHOS
BENEFITS OF BEING OF BEING A CONTACT PROFESSIONAL
PERSONAL SAFETYDECREASED USE OF FORCE INCIDENTS
DECREASED INJURY RATESDECREASED WORKMANrsquoS COMP CLAIMS
ENHANCED PROFESSIONALISMDECREASED COMPLAINTS
DECREASED VICARIOUS LIABILITYLESS STRESS
COURT POWER amp ARTICULATIONINCREASED STAFF MORALE
COOPER COLOR CODE
The Premier Way to Handle
any Threat
AWARENESS = 90 OF SELF-PROTECTION
10 = THE PHYSICAL TECHNIQUES
PATIENT RISK FACTORS
Head trauma
Behavioral Health Issues
Substance abuse
Young age (particularly males)
Prior history of violence
Family may have
Risk Factors
THE PAIN FACTOR
A MAJOR KEY
INTERVENE EARLY
How much of our communication is
verbal compared to non-verbal
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
BENEFITS OF BEING OF BEING A CONTACT PROFESSIONAL
PERSONAL SAFETYDECREASED USE OF FORCE INCIDENTS
DECREASED INJURY RATESDECREASED WORKMANrsquoS COMP CLAIMS
ENHANCED PROFESSIONALISMDECREASED COMPLAINTS
DECREASED VICARIOUS LIABILITYLESS STRESS
COURT POWER amp ARTICULATIONINCREASED STAFF MORALE
COOPER COLOR CODE
The Premier Way to Handle
any Threat
AWARENESS = 90 OF SELF-PROTECTION
10 = THE PHYSICAL TECHNIQUES
PATIENT RISK FACTORS
Head trauma
Behavioral Health Issues
Substance abuse
Young age (particularly males)
Prior history of violence
Family may have
Risk Factors
THE PAIN FACTOR
A MAJOR KEY
INTERVENE EARLY
How much of our communication is
verbal compared to non-verbal
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
COOPER COLOR CODE
The Premier Way to Handle
any Threat
AWARENESS = 90 OF SELF-PROTECTION
10 = THE PHYSICAL TECHNIQUES
PATIENT RISK FACTORS
Head trauma
Behavioral Health Issues
Substance abuse
Young age (particularly males)
Prior history of violence
Family may have
Risk Factors
THE PAIN FACTOR
A MAJOR KEY
INTERVENE EARLY
How much of our communication is
verbal compared to non-verbal
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
AWARENESS = 90 OF SELF-PROTECTION
10 = THE PHYSICAL TECHNIQUES
PATIENT RISK FACTORS
Head trauma
Behavioral Health Issues
Substance abuse
Young age (particularly males)
Prior history of violence
Family may have
Risk Factors
THE PAIN FACTOR
A MAJOR KEY
INTERVENE EARLY
How much of our communication is
verbal compared to non-verbal
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
PATIENT RISK FACTORS
Head trauma
Behavioral Health Issues
Substance abuse
Young age (particularly males)
Prior history of violence
Family may have
Risk Factors
THE PAIN FACTOR
A MAJOR KEY
INTERVENE EARLY
How much of our communication is
verbal compared to non-verbal
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
Family may have
Risk Factors
THE PAIN FACTOR
A MAJOR KEY
INTERVENE EARLY
How much of our communication is
verbal compared to non-verbal
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
THE PAIN FACTOR
A MAJOR KEY
INTERVENE EARLY
How much of our communication is
verbal compared to non-verbal
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
A MAJOR KEY
INTERVENE EARLY
How much of our communication is
verbal compared to non-verbal
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
How much of our communication is
verbal compared to non-verbal
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
HOW TO LOOK OUT FOR
SPOT ESCALATION amp
THINGS TO DO (TTD)
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
ESCALATION FROM BASELINE
What is baseline (normal)
TTD1Look for a noticeable increase or change
2Spot Gateway Behaviors
3Respond with UG Peace phrases and dignity-
driven care
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
INCREASING LOSS OF THE
ABILITY TO COPE
Escalation is growing due to diminished
coping ability
TTD1Strengthen boundaries
2Call for help
3Team Approach
VJVDI Redirections
VJVDI Persuasion Sequence
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
BEHAVIORAL EXPLOSION
The complete loss of control
TTD1Safe non-harmful techniques
2 Team Approach
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
RECONNECT
Decrease in physical amp emotional energy
TTD1Re-Establish dignity-driven
respectful connection
2 3Respond with UG Peace phrases and dignity-driven care
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
CALLING FOR
HELP
Have a simple and understandable
plan of action for ways of
asking for help (on amp off campus)
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOREscalating LoudnessShouting
Increasing Profanity
Flushed FaceTwitching Lips
Invading Personal Space
Challenging Authority
Change of Breathing
DartingJerking Eye Movements
Overly Aggressive Actions amp Lang
Making statements about losing control
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
SIGNS OF CONFRONTATION amp
ESCALATING NEGATIVE
BEHAVIOR
Acting chronically disgruntled
Rapid or pressured speech
Opening amp Closing of hands
Finger-PointingFist-Pounding
Any visible change in body postureenergy
Any erratic movements
Fidgeting (all kinds)
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
STAY SAFE METHODS
Manage Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
BASIC NONDE-ESCALATION
METHODS
Listen Paraphrase amp
Clarify
Avoid False Promises Be
non-judgmental
Avoid Undesirable
Phrases
Display
Sincerityamp
Empathy
Ignore Challenging
Questions
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
BASIC NONDE-ESCALATION
METHODS
ldquoOne Voicerdquo ldquoReverse Yellingrdquo
Validate Feelings
Operate as a Team
Maintain Rational
Detachment
Show that you are listening and that you want to help
Position Yourself for
Safety
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
THE POWER OF LISTENING
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
EMPATHYA respectful understanding of the
feelings thoughts and attitudes of
another
Seek the real reason for the gateway
behavior Respond to real need
TRAC in Room 315
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
ldquoThe solution to violence in America is the acceptance of
realityrdquo
~ Gavin de Becker
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
REVIEW
Great Ways to
Manage Escalated
Persons
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
PERSONAL SPACE
Arms-Length Distance
3 feet-ish
Whatever you want it to
be
Distance is often your
best friend
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
BLADED STANCE WITH
FENCE
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
Donrsquot Push a River
Improvise and Adapt
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
One
Voice
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
GATEWAY BEHAVIORS
Low-level volatile behaviors that let you know someone is getting bothered anxious upset or angry etc
TTD1INTERVENE EARLY
2Persuasion Sequence
3Peace Phrases
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
VERBAL VENTING
1Allow verbal venting if possible
2Remove the person from the
audience or remove the audience
from himher
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
STAY RATIONALLY DETACHED amp
COMPOSED
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
WATCH YOUR PARA-VERBALS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
PHYSICAL TECHNIQUES
Physical techniques should be used only as a last resort
They should be used when it is too dangerous NOT to use them
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
MANAGER INTERVENTION
Someone who is perceived as
the person with control and
power may need to intervene
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
AFTER-CAREDEBRIEFING
Check for
Physical Wellness
Emotional wellness
What did everyone do well
What could be improved in future interventions
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
REPORTING PROTOCOL
If itrsquos not written it didnrsquot happen
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
PHYSICAL TECHNIQUES
1 Body Items (dangerous
ldquoweaponsrdquo)
2 Checking limbs (Visual
always physically as
needed Sliding Checks
Securing Checks
3 Punches (Covers amp Flinch)
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
TAKE-AWAY 1
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
TAKE-AWAY 2
Intervene early
Create constantly a Non-Escalating
Environment
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
TAKE-AWAY 3
Maintain Personal Space
Watch Hands
Use Bladed Stance amp
FenceExit Strategy
Break Eye Contact
WE ARE AMERICANS
WE ARE AMERICANS