De-Escalation

Positive Body Language:

• Personal space – do not stand too close
• Do not stand in front of the casualty, standing to the side is less threatening neutral body language.

How you should appear during a crisis:

• Try and appear calm, and self-assured
• Try and use a low, slow and calm tone of voice
• Do not be defensive
• Remember you can leave the situation at any time and call for help
• Try and be as respectful as you can while being firm.

Remember – Trying to reason with someone going through a crisis is not possible. As the person who is trying to defuse the situation it is important that we show calmness even if we are frightened.

Physically you should:

• Never turn your back on a casualty
• Try and be at the same eye level as the casualty
• Try not to physically crowd them
• Try not to keep constant eye contact
• It is best not to smile.

Options for assistance

Emergency situations:

• Ambulance
• Police
• Mental Crisis Assessment and Treatment Team, also sometimes known as the CAT Team or CATT at your local hospital.

For non-emergent cases there are:

• Mental health professionals
• Employee assistance programs
• Helplines, websites, written resources.

Things to remember:

• Do not point or make any aggressive hand gestures
• Do not touch the casualty even if you think it is appropriate
• Keep your body language open
• Remember you are trying to calm the situation, don’t scream or yell back at the casualty
• Do not answer abusive questions at all
• Explain limits and information calmly and respectfully
• Do not be judgmental or argue
• Empower the casualty
• Do not agree with the behaviour
• Trust your instincts.

Discussion

Do you have any helpful management tips when dealing with clients suffering from mental disorders?