Agenda - Day 1 (Modules 1, 2, 3)

Morning Training
8:30 - 8:40 Welcome, Overview of Training
8:40 - 9:20 Module 1 - Proactive Preparation and Training
9:20 - 9:30 Break
9:30 - 10:10 Module 2 - Managing Escalating Individuals and Identifying Threat
10:10 - 10:20 Break
10:20 - 11:15 Module 3 - Taking Action in a Time of Crisis
11:15 - 11:30 Wrap-up

Module 2 Essential Learning

Outcomes
I can name several behaviors/comments that
might indicate an individual is escalating or
becoming upset.
I can list at least three things I can do/say to help
de-escalate an upset individual.
I know how to get someone else involved
effectively when dealing with an upset individual.
I know the most important thing to keep in mind
when working with individuals suspected of having
a mental illness.

Sudden and persistent complaining about being treated unfairly

Blaming of others for personal problems
Sudden change in behavior, deterioration in job performance
Statement he or she would like something bad to happen to
supervisor or another coworker
Paranoid behavior
Sudden increased absenteeism
Sexually harassing or obsessing about a coworker: sending
unwanted gifts, notes, unwanted calling, stalking
Increased demand of supervisors time
Alcohol or drug abuse

Talking to oneself
Instability in family relationships
Financial problems combined with not receiving a raise or promotion
Poor relationships with coworkers or management
History of violent behavior
Previous threats, direct or indirect
Presenting and talking about reading material that is violent in nature
Carrying a concealed weapon or flashing one around
Quiet seething, sullenness
Refusal to accept criticism about job performance
Sudden mood swings, depression
Sudden refusal to comply with rules or refusal to perform duties
Inability to control feelings, outbursts of rage, swearing, slamming
doors, etc.

Video Example of Escalating

Behavior
Re-watch part of video
Turn and Talk - what verbal and nonverbal behavior did you notice in the
shooter?

 The nature of angry, abusive, and

hostile behavior
Strategies to de-escalate upset
individuals and resolve conflict

Adapted from the work of Robert Bacal, M.A.

(Institute for Cooperative Communication)

The Nature of Angry, Hostile

and Abusive Behavior

Review

Hostile and abusive behavior is intended to control and

manipulate you.
You need to focus your attention on ways to reduce
the amount of hostile behavior aimed at you.
While angry people want their problems solved, they
will also respond positively if you appear helpful, offer
choices and acknowledge their feelings.
One key to defusing is to control the interaction from
square one, and avoid things that could cause the
escalation cycle to continue.
By Robert Bacal, M.A. (Institute
for Cooperative Communication)

Intro Defusing Process

Principle 1 Deal with feelings first.

Principle 2 Avoid coming across as
bureaucratic.
Principle 4 Strive to control the interaction.
Principle 5 Begin defusing early.

Be the first person to speak.

Look for nonverbal indications that a client may be
upset.

By Robert Bacal, M.A. (Institute

for Cooperative Communication)

Intro Defusing Process

Principle 6 Be assertive (speak calmly,

but firmly , if necessary). Be confident.
Principle 7 If you lose control of your
emotions, you lose, period.
Principle 8 What you focus on, you get
more of.

By Robert Bacal, M.A. (Institute

for Cooperative Communication)

Intro Defusing Process

Principle 9 Dont supply ammunition

Rolling your eyes, mutter, slamming down the

phone, sigh.

Principle 10 Dont ask questions you don

t want to hear answers to.
Involve others effectively
Principle 12 Avoid high risk, high gain
behavior such as humor.
By Robert Bacal, M.A. (Institute
for Cooperative Communication)

Art of Self Control

If you allow yourself to get angry, and

convey that anger to the customer, the
situation is more likely to get worse rather
than better.
How do we lose self control? Triggers or
getting your buttons pushed. Tend to
act quickly and with little thought.

By Robert Bacal, M.A. (Institute

for Cooperative Communication)

Art of Self Control

Tactic 2 Slow Down You Response
Tactic 3 Take a Time Out (Get a cup of
coffee, check a file/regulation.
Tactic 7 Put on Their Shoes
Understand the clients situation.

By Robert Bacal, M.A. (Institute

for Cooperative Communication)

Art of Self Control

Tactic 12 Effective Greeting

Appropriate nonverbal behavior:

Appropriate content:

Proper eye contact.

Appropriate tone of voice friendly and calm, sound
interested and professional.
Keep your greetings short and to the point

Effective Timing

Speak first and include a question-gives you control over the

interaction

By Robert Bacal, M.A. (Institute

for Cooperative Communication)

Art of Self Control

Tactic 13 Generating Rapport

If you have worked with a client before, spend a bit

of time in conversation (rapport) before getting down
to business.

Tactic 14 Using Names

When possible, use the persons name (Mr., Mrs.,

Miss, Ms. format) as early as you can. If you dont
know which one (formal or non-formal) to use; ask.
Consider security issues (use your first name only)

By Robert Bacal, M.A. (Institute

for Cooperative Communication)

Art of Cooperative Language

Type 1 Language
(confrontational tends to
encourage the customer to
also use this type of
language)

Tends to blame customer.

Offers no choices.
Harsh tone.
Challenging.
Unwillingness.

Type 2 Language
(cooperative)
Willingness
Invitation for further
discussion.
Mild tone.
Helpful
Offers choices
No Blame

By Robert Bacal, M.A. (Institute

for Cooperative Communication)

Art of Cooperative Language

Type 1

I cant
We never
We (I) always
You must
Thats impossible
You cant
Dont
Youre wrong

Type 2

I dont think I can

We dont usually
We (I) try to
Its possible that
Were you aware that
you were
Is it possible that?
If youthen you
will

By Robert Bacal, M.A. (Institute

for Cooperative Communication)

Art of Cooperative Language

Tactic 15 Appropriate use of Type 1 and Type 2

Language-use Type 1 only to gain interaction of
conversation, if necessary, then switch to Type 2.
Tactic 16 Use of we-give impression that you are on the
same side (cooperation).
Tactic 17 Using appropriate tone and word stress
(Example: For instance Im NOT going to HELP you
unless YOU lower your VOICE, instead of saying Im not
going to HELP you unless you lower your voice.)
Tactic 18 Avoid Hot Words and Phrases (I dont care,
whatever, etc.)
By Robert Bacal, M.A. (Institute
for Cooperative Communication)

Art of Cooperative Language

Examples of Hot Phrases and Words

Words or phrases that suggest disinterest (I dont

care, Im not interested in, etc.)
Phrases that blame or imply blame (If you would have
paid attention, etc.)
Phrases that suggest helplessness (Theres nothing I
can do)
Phrases that have a threatening undertone (If you
dont be quiet, Ill throw you out, etc.)
Phrases that are challenging (Go ahead, try to get me
fired, etc.)
By Robert Bacal, M.A. (Institute
for Cooperative Communication)

Art of Cooperative Language

Tactic 20 Replace Some Statements With

Questions (use a calm, quiet voice when
questioning)

Allows you to gain control of the interaction.

Shows you are interested
Helps you gather information.

By Robert Bacal, M.A. (Institute

for Cooperative Communication)

Verbal Self-Defense Techniques

Tactic 24 The Topic-Grab (The topic-grab involves taking
something that the individual has said and commenting on it
or asking a question. The topic-grab is a technique to
temporarily distract the client, and return the conversation to
a more calm condition.)

By Robert Bacal, M.A. (Institute

for Cooperative Communication)

Acknowledgment Techniques

Tactic 29 Empathy Statements

Convey that you are interested, concerned and that

you understand. (I realize you have been waiting a
long time)
Short and to the Point

Tactic 30 Listening Responses

Clarify the situation, so you dont end up in an

argument due to misunderstanding. Involves
rephrasing what the customer has said and bouncing
it back to the customer.

By Robert Bacal, M.A. (Institute

for Cooperative Communication)

Problem Solving Tactics

Introduction and background

Determining courses of action that the client can

take to pursue.
Arrive at a decision regarding what you will do.
Take into account concerns of customer.
Take into account the rules and regulations you
work under.

By Robert Bacal, M.A. (Institute

for Cooperative Communication)

Problem Solving Tactics

Tactic 39 Define customers concerns and
problem.
Tactic 40 Provide information and reasoning
for a decision.
Tactic 41 Offer alternative and suggestions.
Tactic 43 Create agreement

By Robert Bacal, M.A. (Institute

for Cooperative Communication)

Summary of Strategies
Show respect (even if you dont believe they deserve
it) - verbal and nonverbal
Ask questions - gives you control over direction of
conversation, shows interest, helps to clarify for you
Reflect content - shows interest, helps to clarify, helps
to find a solution to the problem
Reflect emotion - validates how they are feeling,
generates rapport
On the same side - working towards helping to solve
their problem
Involve others

Understanding and Responding to Mental Illness

A mental illness is a medical condition that disrupts a person's thinking, feeling, mood, ability
to relate to others and daily functioning.

Mental illnesses are medical conditions that often result in a diminished capacity for coping
with the ordinary demands of life.

Mental illnesses can affect persons of any age, race, religion or income.

The most important thing to remember about mental illness is that the individual will not be
thinking rationally and therefore behavior can be very unpredictable - it may not follow the
pattern you are used to.

For more information visit www.nami.org - National Alliance on Mental Illness

Mental Illness Prevalence (NAMI 2013)

One in four adultsapproximately 61.5 million Americansexperiences mental illness in a given year.
One in 17about 13.6 millionlive with a serious mental illness such as schizophrenia, major
depression or bipolar disorder.
Approximately 1.1 percent of American adultsabout 2.4 million peoplelive with schizophrenia.
Approximately 2.6 percent of American adults6.1 million peoplelive with bipolar disorder.
Approximately 6.7 percent of American adultsabout 14.8 million peoplelive with major
depression.
Approximately 18.1 percent of American adultsabout 42 million peoplelive with anxiety disorders,
such as panic disorder, obsessive-compulsive disorder (OCD), posttraumatic stress disorder (PTSD),
generalized anxiety disorder and phobias.

Warning Signs of Mental Illness

Behavioral Warning Signs

The individual appears to be out of touch with reality - this could
look like saying things that dont make sense, mentioning hearing
voices or seeing things that arent there (hallucinations), staring at
nothing for extended periods of time, etc.
Loss of contact with reality = unpredictable behavior
The individual appears to be very nervous or fidgety, or the
individual cannot stop pacing, shaking, or some other repetitive
action (bouncing leg, tapping fingers, etc.)
The individual displays emotions (anger, sadness, anxiety) that are
extreme or disproportionate for the situation - emotional
overreactions are very common for individuals with mental illness
Physical Warning Signs
Eyes - pupils dilated, glazed over look, shifty eyes
Uncontrollable movements (shaking, fidgeting, etc.)
Smell of alcohol or drugs - drug use is very common with mental
illness
Unkempt appearance - hygiene, clothes dont match weather, etc.

How to respond when you suspect

Mental Illness

If you suspect an individual has a mental illness, you would likely still follow the policies and
procedures of your organization and this training, but it is advised to be more alert to the
possibility of unpredictable behavior, especially if the individual appears to have lost touch
with reality.

If you suspect an individual has a mental illness, it is also a good idea to keep notes, or mental
notes, of the physical and behavioral signs you are observing - this could be very valuable
information to pass on if other individuals need to get involved.

If the individual becomes upset, it likely will not help to try to reason rationally with them.
The best course of action would be to alert someone else for help, and then to try to engage
the individual in a separate, neutral topic of conversation, such as the weather. The idea
here is that people with mental illness often have difficulty getting their brains to move off of
a topic, especially when they are worked up over it, so by introducing a different topic you
are helping their brain to stop perseverating and return to an emotional baseline. Try to
avoid potentially sensitive topics, such as politics, that could further agitate them.

Following a crisis, or even potential crisis, situation, debriefing and follow-up treatment is
important for all individuals involved. More information on this topic will be provided as part
of Module 4.

Module 2 Essential Learning

Outcomes
I can name several behaviors/comments that
might indicate an individual is escalating or
becoming upset.
I can list at least three things I can do/say to help
de-escalate an upset individual.
I know how to get someone else involved
effectively when dealing with an upset individual.
I know the most important thing to keep in mind
when working with individuals suspected of having
a mental illness.