Managing Violence Flashcards
1
Q
What are triggers that could make people angry?
A
Alcohol Waiting times Medication and side effects Not wanting tc Pain Anxiety/ fear/ previous experience Cancellation Refused request
2
Q
What are different ways of communicating?
A
Face-face
Verbal: tone, word choice
Non-verbal: body language, facial expression
3
Q
Why may communication break down?
A
Unclear communication - jargon
Intellectual differences
Language barrier
4
Q
How can you deescalate a situation?
A
Maintain eye contact and be aware of situation Maintain calm - don't mirror behaviour Don't take things personally Acknowledge feelings Tell truth Remove stimulus Negotiate - don't offer what can't deliver Try sit down if necessary
5
Q
What warning signs could indicate aggression?
A
Raised voice Movement Attitude Posture Speech
6
Q
What is the assault cycle?
A
Trigger - change mood Escalation - if not resolved Crisis - want to avoid Recovery Depression
7
Q
What risk assessment should be carried out in general?
A
Control measures in place
Consider room lay outs
8
Q
What is the communication model LOVERS?
A
L - listen O- observe - monitor person Verify - understand problem Empathise - try to realise how they are feeling Reassure -you want to help Seek - agreeable compromise
9
Q
What is a reactionary gap?
A
If situation escalating ensure safe distance between you and pt
10
Q
What sanctions should be put in place if things escalate?
A
Escorting visitors off premises Restrictions/ bans Issue verbal warnings to pt who have unacceptable behaviour Written warnings if behaviour persist Report criminal activity to police
