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How to Find Your Way Around

Learn how to effectively de-escalate tense situations by mastering verbal and non-verbal communication methods. Explore techniques to calm anxious or agitated individuals and resolve conflicts. Enhance your skills through interactive learning and practice scenarios.

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How to Find Your Way Around

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  1. How to Find Your Way Around 1. You can play the PowerPoint, and find the Test here

  2. How to Find Your Way Around 2. You can minimise this column and make the main page bigger by clicking this icon. Click it again to bring it back.

  3. How to Find Your Way Around 3. Always click this ‘Home’ icon to save your progress and log off. This is very important!

  4. Ethical Care - De-Escalation e-Learning

  5. Objective • Demonstrate communication skills that can • be used to calm anxious or agitated • individuals • Understand common signs of escalating • anxiety • Identify effective methods of • de-escalating anxious or agitated behavior

  6. De-escalation An interactive process by which the patient is re-directed toward a calmer personal space. Stevenson, S (1991).

  7. Communication Most people don’t think about the way they communicate on a day to day basis and are often unaware of how they relate to others, and yet communication is essential to our development as social beings.

  8. Methods of Communication • 1- Verbal ………… 7% of the message • 2-Tone of voice… 23% of the message • 3- Non Verbal……70% of the message

  9. Verbal AspectsPitch Tone Volume • Actively manage the pitch tone and volume of your voice. • Start with clear calm tone • Consider mood matching • Don’t get drawn into shouting match

  10. Non Verbal Communication • Can complementorcontradict  verbal • message • Can Regulate interactions for example • to convey when the other person in the conversation • should speak or not • Can be a substitute for a verbal message

  11. Non Verbal Aspects Think about these: • Proximity (stance/posture/space) • Eye contact • Respect Touch Boundaries • Facial expression • Environment • Consider influence of appearance • Think about your hand movements

  12. Initial Contact Attempt to calm the situation and take control by: (a) Listening carefully to what the client is saying. (b) Show understanding - paraphrasing what is being said, reflecting facts and feelings.

  13. Open Questions • Allows the client to answer at their own pace. • Encourages the client to clarify areas of concern. • Usually start with How, When, Where, Why, What.

  14. Closed Questions • Usually require a simple ‘yes’ or ‘no’ answer. • Can seem like an interrogation and inhibit the client telling their story. • They usually start with Do, Did, Can, Would, Could, Are.

  15. During the Exchange If escalation is occurring, attempt to get a “breathing space” and regain control by: (a) Using open ended questions (how, what) (b) Using words or phrases designed to have a calming effect- “it looks like we might need to do…..”etc.

  16. Signs of Agitation • Pacing and shouting • Glaring • Change in tone of voice • Change of expression • Invasion of your personal space • Posture (clenched fits) • Gesture (pointing) • Content of verbal communication (racist sexist etc)

  17. Try to Avoid Being Provocative (a) Monitor the effects of your interventions and be prepared to adapt as and when the need arises. (b) Don’t use words or phrases which may antagonise -”you must stop this outburst”, “Don’t be silly” etc

  18. Towards Resolution Attempt to get the client to take, or co-operate in, positive action to resolve the situation by: (a) Working one step at a time (b) Dealing with any blocks to action

  19. Verbal Communication DON’T LEARN SAFETY BY ACCIDENT!!

  20. You Have Now Finished the Learning Please click the ‘Test’ icon in the left column.You may need to maximise the column by clicking the top left icon. Remember to click the ‘Home’ icon when you finish the Test to save your results

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