When you are satisfied that intervening will not jeopardise your safety or that of others, the following approaches are recommended to defuse the situation:
- Intervene early and where possible ask another staff member to assist
- Try to find a quiet place to talk – somewhere away from noise and distractions (including other clients)
- Introduce yourself and your role - speak clearly and calmly – one person only speaks to the client
- Acknowledge their feelings and treat them with respect
- Use the person’s name if known
- Recognise the cause/s of the clients complaint and endeavour to join with them to find a resolution
- Allow the person time to respond to statements/questions
- Allow some ‘venting’ of frustration but do not allow yourself to be subjected to abuse or threats
- Provide guidance in terms of suggestions rather than instructions
- Communication should focus on ‘I’ statements e.g. ‘I feel unsafe when you raise your voice’
- If it is not possible to communicate effectively with the client, seek the assistance of a family member, friend or interpreter who can
- It can be useful to rehearse an ‘exit strategy’ - often referred to as a ‘circuit breaker’ – a quick excuse/remedy to the situation that will work for most clients and gives you an opportunity to exit the situation if is it you believe a physical attack is likely
What not to do
- Do not threaten or intimidate the client
- Do not raise your voice or speak rapidly
- Do not allow yourself or others be subjected to abuse or threats etc.
- Don’t make flippant, sarcastic or dismissive comments
- Avoid making promises that can’t be kept
- Don’t rush the situation and look for a ‘quick’ fix – time can be a critical issue – so take your time and focus on resolving the situation together
- Don’t try to enact long-term behaviours solutions or deliver consequences for behaviour when escalation is occurring (it is still important to have boundaries and act in the interests of everyone’s safety)
- Do not use ‘jargon’, acronyms or confusing ‘technical’ language
