Crisis Intervention And Conflict Management

Question 1

What is the definition of anger

Answer 1

An emotional state of great annoyance or antagonism that may make it difficult to think or act logically

Question 2

What are observable behavioural cues or signals of anger (4)

Answer 2

1) verbal: threatening comments, use of profanity
2) paraverbal: use of sarcasm, loud and aggressive tone of voice
3) non verbal: gesturing, finger pointing, reddening face, muscle tension.
4) proxemic: invades personal space to intimidate,

Question 3

What are the 6 hazards and awareness

Answer 3

1) hands
2) weapons/chemicals
3) other persons
4) escape routes
5) footing, visibility , odours
6) cover

Question 4

What are the five main target areas

Answer 4

1) head/face
2) neck/throat
3) chest
4) abdomen
5) groin

Question 5

What does a supportive stance look like

Answer 5

• 3 feet from the person
• SLIGHTLY angle the body
• use open handed gesture to suggest “ calm down”
• ensure you are balanced

Question 6

What does a defensive stance look like?

Answer 6

• safe distance
• minimized target area
• ensure balanced

Question 7

Definition of defusing

Answer 7

The process of restoring order by calming emotionally charged disputants, so they will talk rationally with staff

Question 8

How do we defuse emotion (4)

Answer 8

1) be interest based
2) set limits with appropriate pay offs/consequences
3) use attending skills ( body language, tone, and message)
4) be genuine

Question 9

Position based approach

Answer 9

• it is a competition to be won
• it is a win-lose situation
• short term solution
• negative

Example: I won’t work with you if you keep getting so close, stay back.

Question 10

Interest based approach

Answer 10

• solutions are achieved by co-operations
• win-win process
• looking at underlying concerns
• problem solving

Example: lower your voice so I can hear what your saying

Question 11

What are the 5 stages of the crisis cycle

Answer 11

1) anxiety: pacing, restless, changes in normal behaviour
2) defensive: starts losing rationality, physical intimidation behaviours, threatening
3) crisis: in fight or flight mode, focus is on them self, severely impaired rationality.
4) recovery: starts regaining rationality, tension reduction, easy to trigger another acting out response.
5) post crisis: fear, confusion, remorse, withdrawal, depression, not aware of what they did, slowed body actions

Question 12

What are the inter viewing skills? (7)

Answer 12

1) physical and verbal attending: eye contact, nodding, “I see”, “go on”, non judgmental expressions
2) mirroring: repeating there exact last few words(1-3) with a questioning tone.
3) paraphrasing: repeating what they said in your own words,
4) ask open ended questions: one question at a time, use “how” or “what” questions
5) emotional labelling: should be tentative. Don’t tell them how they are feeling.
6) skill of using silence
7) summarizing: can assist in clarification