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Comprehension Test - De-Escalation Techniques

Sawatch East's April "Wildly Important Goal"

 A.- Allow the resident to vent, both verball and in writing.  

 B.- The tone of your voice should be directive when setting limits for residents.  

 C.- Give resident permission to take some time to get emotions under control.  

 D.- Use specific thinking errors to describe reasons for residents behavior, instead of sneakiness or laziness.  

 E.- Be confident, professional, directive, fair, and concerned for the well being of the resident.  

 F.- Use these steps in their proper order to organize your intervention for maximum effectiveness.  

 G.- Always be sincere, do not be sarcastic or fake.  

 H.- When appropriate, share experiences.  

 I.- Do not allow the resident to take the intervention in an irresponsible or unsafe direction.  

 J.- Go into an intervention knowing what you want to accomplish. You may want to share these with the resident and other staff.  

 K.- Do not argue or debate with the resident.  

 L.- Move resident to a different area if it is safe to do so.  

 M.- Intervene from non-threatening distance.  

 N.- Give resident permission to feel emotions and anger, not talk, take some time to calm down, etc.  

 O.- Be aware of your volume, rate, and tone. Speak slowly and clearly.  

 P.- Always present the resident with the opportunity to do the right thing.  

 Q.- Be objective and do not indicate that you think the resident is less of a person because of what they have done.  

 R.- Exhibit the behavior you want the resident to have, they will often do what you do.  

 S.- Share a common interest.  

 T.- Ask questions rather than make statements. "How is this going to help you?" "What do you want out of this?"  

 U.- Let the resident know you care about the outcome of the situation. Say things like "Its important to me that you do the right thing here" or "If you need to talk to me let me know and I'll make time".  

 V.- Use humor appropriate in order to not demean or degrade or make light of personal issues.  

 W.- Sometimes switching staff can help de-escalate. Have the resident deal with the initial staff later when calm.  

 X.- Put the issue into perspective. "Will this matter in a year?"  

 Y.- Present acceptable responsible options for the resident. Place negative behaviors in the past tense. Bring up the residents past positive behaviors and future goals.  

 Z.- Let the resident know how they are doing in the process of resolving the issues. Focus on the positives.  

 [.- Explain to the resident exactly what they need to do to move forward with the process from beginning to end.  

 \.- Empower the resident to make choices and decisions. Tell them they are in control of themselves.  

 ].- Understand the residents perspective, but do not accept justification for irresponsible behaviors.  

 ^.- Stick to the facts. Don't get off track or argue with the resident. Remember your goals and work towards them.  

 _.- Treat residents the way you would like to be treated in their situation.  

 `.- Do not personalize. Refer to program norms. Staff cannot be angered by personal attack or frustrated by resident's behavior.  

 a.- Do not generalize, avoid absolutes "always" and "never". Do not use labels, the term "criminal" to describe the resident. Don't interrupt the resident. Avoid derrogatory statements towards their family or use sarcasm.  

 b.- Help resident understand what he or she is feeling and explain appropriate reactions.  

 c.- Encourage the resident to take on his or her anger, dishonesty, lack of motivation, thinking errors, etc. and work through the process as an important step in their treatment.  

 d.- Tell resident to relax, breathe deep, the problem can be resolved, etc.  

 e.- Do not stand in the attack zone, scream in a resident's face or ear, put your finger in the residents face or chest, curse, make threats, or make degrading comments.  

 f.- Agree with the resident as much as possible to try to find some common ground.  

 g.- Positive re-inforcement, affirm all positive behaviors when the opportunity arises.  

 h.- Listen to the resident has to say. Dont be upset if the resident tries to get the last word.