5.6 Managing escalating situations

The key steps in managing an escalating situation are:

a) Maintain self control

• Avoid mirroring behaviour
• Control breathing
• Control voice
• Control stance
• Match verbal to non-verbal behaviours

b) Maintain a safe distance

• Danger zone is 0 .4 metre to 1 metre from the person (within hitting and kicking distance)
• The area either side of the danger zone is considered safe

c) Maintain a non confrontational body stance

• Keep hands open and in full view
• Stand slightly at an angle to the person
• Avoid staring or standing with your hands on your hips
• Avoid making fast movements

d) Analyse situation

• Is there anything reinforcing the behaviour?
• Is there anything frightening the person?
• Are they being over or under stimulated?

e) Decide on an intervention

• Intervention can include negotiation, leaving, no action, surprise, diversion, humour, isolating client, removal of other clients/people, requesting assistance and evasive self defence (only to be used if under attack / as a last resort)

f) Review intervention and decide on next step

• Monitor situation and intervention. This will help you decide whether or not to continue, modify or stop the current intervention.

g) Managing after a crisis

The body’s normal internal reaction to stress is a build up of tension.

Tension can be released by:

• Relaxation / breathing techniques
• Vigorous activity or aerobic exercise (physical release)
• Talking, laughter, crying (emotional release)

Things to avoid

• Self-administering drugs/overuse of prescribed medication
• Using alcohol, caffeine or cigarettes
• Using food as a means to cope
• Releasing tension by aggression and anger

Things to remember

• after any crisis, it is normal for a person to experience an emotional or physical change for up to six weeks
• don’t label yourself as crazy
• avoid making life-altering decisions within a few weeks of the crisis
• seek professional help if symptoms persist longer than six weeks.