intro to de-escalation

• have a buddy

• have a plan -- including exit or back-up

• assess scene

• ground yourself -- be cool, calm, and collected

listen with empathy
principle: work together; you're not blocking their way

• give the person undivided attention -- including with your body language

• be nonjudgmental -- including with body langauge

• focus on the person's feelings, not just the facts

• allow silence

• use restatement to clarify messages

rational detachment
principle: remain cool, calm, collected, in control of yourself

• develop a plan

• use a team approach whenever possible -- use support, back-up, and community resources

• use positive self-talk -- "I'm trained for this" -- "there but for the grace of God go I"

• recognize personal limits

• debrief