Dealing with Aggressive Behaviour. Objectives… To learn techniques effective in assessing and...
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![Page 1: Dealing with Aggressive Behaviour. Objectives… To learn techniques effective in assessing and reducing tension To improve interactive effectiveness through.](https://reader036.fdocuments.us/reader036/viewer/2022062720/56649f175503460f94c2e530/html5/thumbnails/1.jpg)
Dealing with AggressiveBehaviour
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Objectives…
• To learn techniques effective in assessing and reducing tension
• To improve interactive effectiveness through learning non-verbal, paraverbal and verbal intervention techniques
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Take a few moments…
• Describe the last time you had to deal with an “aggressive” incident in your work
• Describe the student behaviours and your intervention
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Aggression Development ModelPre-Crisis Crisis Post-
Crisis
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Proxemics/Personal Space
• Varies amongst individuals• Easiest way to lower tension• Belongings• Chair height• Moving into a conversation• Looking at their MSN or
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Kinesics/Body Language
• 45 degree angle• Body movement• Arms/hands• Gesturing• “Fighters and flighters”
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Paraverbal Communication• Qualities of speech…
• Tone• Volume• Cadence
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Pre-Crisis Phase
• Anxiety Agitation• How show?• Rational• Approach is
supportive/empathic
• Use of calming techniques and preventive strategies
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Pre-Crisis cont…
•Calming Techniques…• In pairs, name 10 things you do
to calm people when they are anxious…
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Pre Crisis cont…
• Negotiate• Multiple choice• Direct appeal• Cueing• Planned Ignoring• Disarm Power Struggles• Timing Out• Distraction
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Pre Crisis cont…
• Proximity and touch control• Humour• Positive reinforcement• Stating clear expectations• Self disclosure• Reframing• Reviewing
options/choices/outcomes
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Pre Crisis cont…
• Open questions• Listening responses• Paraphrases• Pauses• Summarizing responses
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My Buttons…
• What or Who pushes my buttons?
• How do I know I am being triggered?
• Now perhaps a more difficult decision…
• What buttons do I push in others?
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Crisis Phase
• Verbal Crisis• Physical Crisis
• Irrational• Our approach…• Directive… clear, calm and
efficient• De escalation techniques
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Crisis Phase
1. Questioning
2. Refusal
3. Release Venting
4. Intimidation
5. Tension Reduction
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Questioning Level
• Two types of questions…• Information seeking and challenge
• Err on the side of legit• Answer them• Re-direct challenge questions• Remember, they aren’t refusing
yet
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Refusal Level
• No, no, no• You are safe, a way to feel
empowered without risk
• Can’t make them do anything• Set limits and consequences• Calmly, efficiently
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Release/Venting Level
• Blow up• Vent, unfocused energy
expenditure
• Let them do it, listen• Isolate them• Hockey fight analogy
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Intimidation Level
• If they threaten you, believe them
• Take them seriously• G.T.F.O.O.T.
• May have to defend yourself• Call for help• Move back
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Tension Reduction
• Regain full range of emotion• Number of emotions/behaviours
• De-brief in a non-punitive way• Behaviour contracts
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Summary…
• Operational definition of anger• Key to dealing with aggression
is to not rise to the occasion• To fly into a great calm• To not react