161x Filetype PPTX File size 0.13 MB Source: clphs.health.mo.gov
OBJECTIVES Recognize communication danger signs Take steps to prevent escalation Apply skills to communicate effectively in tense situations BASIC COMMUNICATION “Process exchanging facts or ideas between persons” Dynamic, not static and can be affected by many variables (environment, tone, approach, clarity, style…) Communication Sender Receiv er Instances where communications can become tense Staff/family conflicts Conflicts within families (separations/divorces, financial and other stresses on families) SAFETY FIRST! IF A PERSON IS BECOMING AGITATED (ESCALATING): ASK YOURSELF IF YOU FEEL YOU ARE IN PHYSICAL DANGER IF YES— IF NO— Time to implement the crisis plan! Use de-escalation Assume the worst •Isolate techniques •Call for help •Check out yourself •Call 911(?) •Crowd control •Check out the •Physical environment environment •Work on non-verbal •Escape route / exit communication •Personal space •Verbal de-escalation
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