Effective Techniques

Self Control

Supportive Attitude

Good Rapport

Coping Skills

Stressful Situations

Positive, Structured, Meaningful Supports

Issues Manifesting Into Problems


Problem Solving

The Fundamental Rule

Solve Everyone's Problem

Cause for Failure

Win-Win Scenario

Working with the Client to Achieve

Agreeable Alternatives

Co-operating to Gain Something

The Magic of Talking Someone Down

Sense of Calmness

Genuine Interest

Clear Limit Setting

Respectful Attention


De-escalation Ability and Control Presence


Key Characteristics

       De-escalate Rather Than Further Enrage

Controlled Presence

Handling Client Aggression

Remain Supportive

Escalating Into Rage

Malicious Violence

Behavior Correcting Violence

Fundamental Flaw

Leaking Fear

Client Manipulation of Staff




Knowing How to Listen

Certain Phrases


       Instructions On How to Avoid It

The Client Will Tell Us

Provoking Violence

Preventing Violence

Being Nice

Internal and Subjective Goals


Self Induced Constraints

The Change Without Warning

The Source of Violence

What Is On the Surface



Safely Supporting Our Clients


Consistency and Trustworthiness

Positive Rapport

Reacting Without Violence

Tolerance and Respect

Economy of Behavior

Establish You Are Not the Source of the Problem

Correcting Our Own Behavior

Maintain Composure

Maintain Control Presence

Work and Negotiate With Clients

Reinforce Positive Solutions

Reasoning With an Enraged Person

Reduce the Level of Anxiety

Appearing Centered and Calm

Techniques Must be Practiced




Recognizing Early Warning Signs

Notice Subtle Changes in Behavior

When We Do Not Notice

When Clients are Already Angry

Anger is a Choice

Identifying Our Own Emotions

Potential Interventionists

Seeking Needed Assistance

Gauging Our Effectiveness

When People Still Choose Anger

Unsuccessful De-escalation Attempts

Intervening in an Emotionally Charged Situation

Established Ways to Get Help

Clients are Capable of Getting Out of Control


Sense of Power

Means of Escape


Mastering De-escalation



Appear Calm

Tone of Voice

Being Defensive

Be Aware of Resources

Being Respectful

Clients Are Sensitive to Feeling Shamed


Positions to Avoid

Eye Level Contact

Allow Physical Space

No Constant Eye Contact

Do Not Touch

Hands for Protection

Supportive and Empathetic Interaction

Arguing and Convincing

Give Choices to Empower

Speak Calmly

Respond Selectively

Informal Questions

Abusive Questions

Empathize With Feelings Not Behavior

Suggest Alternative Behaviors

Explain Limits and Rules

Give Choices

Representing External Controls

Clients Rights to Refuse

Trust Your Instinct


The Ability to Simply Listen

Vent Anger and Frustration

Listen Attentively

Give Encouragers


Active Engagement


Active Listening

Hear, Acknowledge, and Understand

Underlying Emotion

Body Language

A Willing Ear

Anger Can Be Dissipated


Sense Emotion

Comment On That Emotion

Understanding Angry Emotion

Safely Releasing Aggression

Crucial Tone

Help Clients Let Go of Angry Emotion

Legitimize the Emotion

Their Being Angry is Not the Issue

The Issue

Acting On Angry Feelings


The Smidgen of Truth

Take Away Resistance


Imaginary Wrongs

Unjust Situations

Right and Fair

Attempting to Help

Invite Criticism

Encourage the Client to Voice Their Criticism

Temporarily Intensified Angry Emotion

Encourage to Vent


A Client May Not Want to be Talked Down

       They Feel Their Best Option is Violence

The Choice to "Go Off" is a Conscious Choice

Be Prepared


Crisis Management


Immediate Risk

Immediate Danger

Complete Psychotic Behavioral Breakdown

No Correct Thing To Do

Containing Issues and Extreme Behaviors

 Achieving the Highest Level of Safety Immediately

Our Own Health and Safety is First Priority

Actions of Critical Personal Risk

Do Not Risk Personal Critical Injury

Physical Containment of Malicious Violence

Crucial Moments

Follow Provided Protocols

Protocols Are Good Tools

Proper Interpretation of Protocols

Ultimately De-escalate the Situation


Dealing With a Crisis

Be Willing to Break the Rules in a Crisis

Effective Support Plans

Having No Effect

Learning Experience

Providing Detailed Documentation

Future Meaningful Supports


Negotiating Behavioral Episodes and Crises



Economy in Behavior

Economy in Reaction to Behavior

Severe Challenging Behavior

Formal Services

Collective Agreement

Saving Face

Positive Outcomes

The Client Feels it Was Their Choice

Making Appropriate Decisions


No Options



Nonjudgmental Attitude

Supportive Attitude

Be Willing to Negotiate

Physical and Emotional Demands

Recurrent Crisis

Decision Making Abilities

Rational Responses

Supportive Attitude

Challenging a Client

Calm Voice

Avoid Arguments

Avoid Giving Orders

Please and Thank You

Matter of Fact Fashion

Clients Are Allowed to be Upset

Never Lie Unless Situation is Life Threatening

Unneeded Pressure

Emotional Attachment

Maintain Integrity

Maintain Self Control

The Magic Plan

The Magic Pill

Composure is Our Best Ally

Think Clearly

Making Good Decisions


De-escalation Techniques


Non-verbal Calming Interventions


Verbal De-escalation