Managing Resistive Behaviour Seminar October 29, 2015.

Transcription

1 Managing Resistive Behaviour Seminar October 29,

2 Occupational Health & Safety Act (Bill 168) Revised and Into Force - June 15, 2010 Seminar Objectives: 1) To define the term crisis. 2) To identify the components of a "crisis. 3) To define and identify what creates "precipitating factors. 4) To define and identify indicators of a crisis. 5) To identify the four (4) stages of a crisis. 2

3 Seminar Objectives: 6) To identify appropriate responses to a person in crisis. 7) The need to display empathy. 8) The goals of effective communications. 9) Utilizing the R.I.N.G. rule. 10)Active Listening Skills. 11)Barriers to Communication. A circumstance or series of circumstances that is perceived or real, internal or external, that causes a person to change. Crisis - Definition 3

4 Components of Crisis (1) Crisis is individually based. (2) Intensity of a crisis depends upon the individual s ability to cope and manage circumstances. (3) Effects are dependent upon the individual s life experience. (4) Lack of personal control or power. Precipitating Factors of Crisis (1) Unwanted or unanticipated Change. (2) The effects of grief (pain). (3) The effects of fear. (4) The effects of emotion. (5) Resistance to physical restraint. 4

5 Precipitating Factors of Crisis (6) The fear of financial loss. (7) The effects of relationship challenges. Indicators of Crisis 1) Screaming. 2) Yelling. 3) Fidgeting. 4) Skin Tone Change. 5) Pacing Back and Forth. 6) Shaking / Adrenaline Surge. 7) Nervous / Paranoid. 5

6 Indicators of Crisis 8) Physically Acting- Out. 9) Throwing Items. 10)Assaultive Actions. 11)Rude Remarks. 12)Threatening. 13)Bullying. 14)Crying. 15)Remorse. The 4 Stages of Crisis There are four (4) basic stages to Crisis 1. The Anxiety Stage. 2. The Defensive Stage. 3. The Physically Acting-Out Stage. 4. The Tension Reduction Stage. 6

7 Anxiety is best described as any noticeable change in an individual s perceived normal behaviour. The Anxiety Stage The stage of crisis where an individual begins to lose their rational thought and becomes verbally or passively resistant towards you. The Defensive Stage 7

8 The individual may become belligerent and begin to challenge you or the authority that you represent. The Defensive Stage The stage of crisis where an individual begins to lose physical control and starts to physically act out. The Physically Acting Out Stage 8

9 This physical action may be directed toward oneself, against others, or against property. The Tension Reduction Stage The stage of crisis where the tension of the situation begins to diffuse and the individual begins to regain control, regaining some rational and cognitive thought. 9

10 The Tension Reduction Stage The individual may show remorse to you and start to take some form of responsibility for their actions or behavior. Responses to a Person in Crisis 10

11 Responses to a Person in Crisis Anxiety Stage Defensive Stage Physically Acting Out Stage Tension Reduction Stage Supportive Response Directive Response Physical Restraint Response Restorative Interaction Phase Supportive Response - Steps 1. When observing signs of anxiety, respond with a display of a supportive attitude. 2. This includes effective communication that is intended to reduce the person s anxiety level. 11

12 Supportive Response - Steps 3. It is important to display empathy with the individual. 4. It is important to attempt to form a professional relationship with the individual. Directive Response - Steps 1. One should attempt to utilize communications that gains verbal control over the situation. 2. If the subject becomes argumentative, do not argue back with them. 12

13 Directive Response - Steps 3. It is important to remain professional at all times and attempt to verbally manage the situation to a calmer climate. 4. You need to assess resistance (if any) and monitor for potential danger cues. PHYSICAL RESTRAINT OPTIONS 13

14 Physical Restraint Response 1. If a person loses control and becomes physically active or threatening, it may become necessary to utilize personal safety options. Physical Restraint Response 2. Personal safety options may involve the use of techniques that are designed and intended to control the physical actions of a person. 3. Physical safety options must be reasonable and necessary in there application. (Duty of Care) 14

15 Restorative Interaction Response 1. In order to bring about tension reduction, it is necessary to begin Restorative Interaction as soon as you arrive at the situation. Restorative Interaction Response 2. You need to use words (communications) that is designed and intended to de-escalate the tension of the situation and maintain safety for all. 15

16 Goals Effective Communications 1. To Display Professionalism (Corporate). 2. To Meet a Duty of Care (Civil Liability). 3. To Obtain Management of the Incident. 4. To De-escalate an Incident (Bill 168). 5. To Create Positive Witnesses. 6. To Create Subject Accountability. 7. To Allow for Justification of Your Actions. R.I.N.G. Rule R. Restore normality The need to assess the overall situation. Determine the stage of crisis and your starting point. Plan your appropriate response with intent to restore normality. 16

17 R.I.N.G. Rule I. Investigate Investigate the root cause or precipitating cause to the crisis. We generally deal with the symptoms of the crisis instead of the cause. Encourage support systems. How can I help or assist you? R.I.N.G. Rule N. Negotiate Negotiate solutions rather than impose them Empower! If you impose a solution, you are in control, not the subject. Find common ground to work with. Seek subject resolution ownership. 17

18 R.I.N.G. Rule G. Give Control to be given back to subject involved Customer Service. Utilize effective communication skills Engage principles of Visitor Experience. Ambassador Status. Active Listening Skills 18

19 Active Listening Skills 1. The need or desire to listen 2. Ability to listen - Barriers - External noise Active Listening Skills 3. Requirement or need to ask questions. 4. Need to solicit responses in order to verify perception of the message. 19

20 Barriers to Communications 1) Personal filters. 2) Credibility of message. 3) Information Overload. 4) Poor location to communicate. 5) Proxemics (Distance). Barriers to Communications 5) Unfamiliar language. 6) External noise. 7) Intoxication / Drug influence. 8) Anxiety / Frustration. 9) Strategy of How to Apologize. 20

21 Managing Resistive Behaviour Seminar October 28,