(adapted from the SSC Los Rios Police Department Guidelines)
1. Be empathetic.
Try not to be judgmental of an individual’s feelings. They are real, even if not based on reality, and must be attended to.
2. Clarify messages.
Listen to what is really being said. Ask reflective questions, and use both silence and restatements.
3. Respect personal space.
Stand at least 1 ½ - 3 feet from the acting out person. Encroaching on personal space tends to arouse and escalate an individual.
4. Be aware of body position.
Standing eye-to-eye, toe-to-toe with a person sends a challenge message. Standing one leg length away and at an angle off to the side is less likely to escalate the individual.
5. Permit verbal venting when possible.
Allow the individual to release as much energy as possible by venting verbally. If this cannot be allowed, state directives and reasonable limits during lulls in the venting process.
6. Set and enforce reasonable limits.
If the individual becomes belligerent, defensive, or disruptive, state limits and directives clearly and concisely.
7. Avoid overreacting.
Remain calm, rational, and professional. How you, the staff/faculty person, respond, will directly affect the individual.
8. Use physical techniques as a last resort.
Use the least restrictive method of intervention possible. Employing physical techniques on an individual who is acting out only verbally can escalate the situation.
9. Ignore challenge questions.
When an individual challenges your position, training, policy, etc., redirect the individual’s attention to the issue at hand. Answering these questions often fuels a power struggle.
10. Keep your non-verbal cues non-threatening.
Be aware of your body language, movement, and tone of voice. The more an individual loses control the less he or she listens to your actual words. More attention is paid to your non-verbal cues.
