In the Heat of the Moment
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1 In the Heat of the Moment William F. Badzmierowski, M.ED., CSW June 17, 2015
2 Objectives Through this CPI Presentation, participants will be empowered to: Recognize early warning signs of problematic behavior. Understand the relationship between your behavior and the behavior of others. Utilize nonverbal and verbal communication during a crisis moment. Employ basic intervention strategies in defusing escalating behavior. 2
3 CPI s Workplace Violence Continuum 3
4 Integrated Experience The integrated experience is the concept that our attitudes and behaviors impact the attitudes and behavior of others, and vice versa. 4
5 Personal Space Personal Space (Proxemics) Examples of factors that may influence personal space: Gender Past Experience Size Environment Culture Circumstance Other Examples? 5
6 Body Language Body Language (Kinesics) Examples of anxious body language: Clenched fists Muscular tensions Other Examples? Examples of supportive body language: Friendly, caring facial expressions Open posture Other Examples? 6
7 Paraverbal Communication The vocal part of speech, excluding the actual words. Three key components: 1. Tone - The manner in which feelings and emotions are conveyed through vocal qualities. 2. Volume - The loudness or softness of the voice. 3. Cadence - The rate or rhythm of speech. 7
8 Paraverbal Communication Paraverbal Communication A person s paraverbal communication can reveal anxiety and signal a potential escalation. Our paraverbal communication can escalate or de-escalate a situation. 8
9 Setting Effective Limits Explain which behavior is inappropriate. Explain why the behavior is inappropriate. Provide clear, simple reasonable, and enforceable limits. Allow time for decision making. Enforce limits. 9
10 Violence Risk Factors Working with the public. Working alone. Working late night or early morning hours. Exchange of cash. Delivery of passengers, goods, or services. Presence of alcohol. Working in high-crime areas. 10
11 Tip #1 Promote an Atmosphere Which Values Respectful Interactions We all tend to be more respectful when we feel respected and valued by others. Feelings of disrespect breed discontent, anger, and can potentially lead to violent acts. Make it a priority to truly foster a respectful atmosphere. 11
12 Tip #2 Pay Attention to Behavioral Warning Signs Behavioral signals can provide awareness regarding someone s intentions. Pay attention to cues that may indicate distress or discontent. Explore preventive efforts incorporating behavioral cues. 12
13 Tip #3 Consider Objects That Could Be Used As Weapons 13
14 Tip #4 Practice and Promote a Team Approach 14
15 Tip #5 Assess Your Environment Your physical environment impacts health, safety, and well-being. It is important to thoroughly assess your work environment for safety-related risk factors. This could include environments such as parking lots, entryways, reception areas, work areas, and offices. 15
16 Tip #6 Pay Attention to Your Instincts Be aware of and trust your own internal warning system. Your body may send signals when it senses danger. If you become concerned and sense impending danger, talk to someone about it, follow procedures, and respond accordingly. 16
17 Tip #7 Keep Yourself Safe 17
18 Tip #8 Be Aware of Relevant Response Protocol Information and familiar strategies can reduce unproductive responses to instincts. Without this a sense of fear and anxiety can be triggered. Be aware of protocols in order to maximize safety and minimize risks in emergency situations. 18
19 Resources Please fill out the Feedback Form if you would like CPI to provide you any of the resources listed on that form. 19
20 Contact Prepare Training: William F. Badzmierowski, M.ED., CSW Global Professional Manager Thank You! 20
21 Review and Summary Through this CPI Presentation, participants have been empowered to: Recognize early warning signs of problematic behavior. Understand the relationship between your behavior and the behavior of others. Utilize nonverbal and verbal communication during a crisis moment. Employ basic intervention strategies in defusing escalating behavior. 21
22 Thank You Thank you for your participation in today s presentation.
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