Module 5 Responding to Defensive Behaviors © 2023
Description: Module 5 Responding to Defensive Behaviors 2023 CPI. Learning Objectives Identify different stages of defensive behavior using the Verbal Escalation Continuum. Use the appropriate intervention strategies that are most effective at each
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slide1. Module 5 Responding to Defensive Behaviors © 2023 CPI.<br>
slide2. Learning Objectives Identify different stages of defensive behavior using the Verbal Escalation Continuum℠.
Use the appropriate intervention strategies that are most effective at each stage. 2 WORKBOOK PG 37<br>
slide3. Layer Your Response How can you rationally detach, especially when encountering defensive behavior? 3 Continue to rationally detach. It is especially difficult as the crisis level escalates. The person’s defensive behavior may appear targeted against you. But remember, in most cases, you just happen to be the person in front of them.<br>
slide4. Layer Your Response 2. Continue to be supportive with your verbal, paraverbal, and non-verbal communication. You are adding another layer of intervention, not replacing one with the other. 4<br>
slide5. The Directive Approach At the Defensive level, a person is protecting themselves from a real or perceived challenge or threat. 5 They may respond by refusing to cooperate or shouting at, challenging, or intimidating you.<br>
slide6. The Directive Approach 6 When the person’s “emotional brain” is in control, what are some unhelpful responses to their defensive behaviors?<br>
slide7. The Directive Approach Use short, simple phrases that the person can follow easily.
Provide limits and choices.
Objectively analyze the situation.
Supplement directive responses with other interventions. 7 WORKBOOK PG 38<br>
slide8. The Verbal Escalation ContinuumSM 8 Crisis Development/ Behavior Levels Defensive Risk Behavior Tension Reduction Anxiety WORKBOOK PG 38<br>
slide9. The Verbal Escalation ContinuumSM 9 WORKBOOK PG 38 Intimidation Release Refusal Tension Reduction Questioning<br>
slide10. The Verbal Escalation ContinuumSM Stages Questioning
INFORMATION-SEEKING
Asking a question to get clarity or more information.
CHALLENGING
Asking a question that staff perceive as challenging.
(It may feel like the person is questioning your authority and attempting to draw you into a power struggle.) 10 WORKBOOK PG 38<br>
slide11. The Verbal Escalation ContinuumSM Stages Refusal
Being seen as unwilling to cooperate or follow reasonable instructions or requests. 11 WORKBOOK PG 38<br>
slide12. The Verbal Escalation ContinuumSM Stages Release
An emotional outburst. 12 WORKBOOK PG 38<br>
slide13. The Verbal Escalation ContinuumSM Stages Intimidation
Making threats to the staff member, the people around them, or even themselves.
(Due to reduced ability to manage their responses, a person uses intimidation either intentionally or to express their feelings and needs.) 13 WORKBOOK PG 38<br>
slide14. The Verbal Escalation ContinuumSM Stages Refusal
Intimidation
Challenging Question
Release
Information-Seeking Question 14 WORKBOOK PG 39<br>
slide15. Paraverbal or Verbal Examples of Defensive Behavior A person in the waiting area continually asking, “When can I go in?” 15 A person saying, “Why do I have to wait? You should have more people working to keep things moving.” When asked to move to the waiting area, a person saying, “I think I’ll wait right here.” Saying “no.” Talking continuously to vent such as saying, “You don’t understand. I’ve had a really bad day. Everyone just tells me what to do, and no one’s listening to me.” Screaming or swearing. Making threats such as aggressively saying, “Let me in or you’ll regret it!” WORKBOOK PG 39<br>
slide16. A person in the waiting area continually asking, “When can I go in?” 16 A person saying, “Why do I have to wait? You should have more people working to keep things moving.” When asked to move to the waiting area, a person saying, “I think I’ll wait right here.” Saying “no.” Talking continuously to vent such as saying, “You don’t understand. I’ve had a really bad day. Everyone just tells me what to do, and no one’s listening to me.” Screaming or swearing. Making threats such as aggressively saying, “Let me in or you’ll regret it!” WORKBOOK PG 39 Information-Seeking Question Challenging Question Refusal Refusal Intimidation Release Release Paraverbal or Verbal Examples of Defensive Behavior<br>
slide17. Non-Verbal Examples of Defensive Behavior A person using gestures to ask how long they need to wait. 17 A person using facial expressions to show that they are right or that you are doing something wrong. Turning their head and not following your instruction. Refusing to speak. Pushing something off a table or throwing an object on the floor. Non-verbally making threats, such as stepping forward aggressively. WORKBOOK PG 39<br>
slide18. Non-Verbal Examples of Defensive Behavior A person using gestures to ask how long they need to wait. 18 A person using facial expressions to show that they are right or that you are doing something wrong. Turning their head and not following your instruction. Refusing to speak. Pushing something off a table or throwing an object on the floor. Non-verbally making threats, such as stepping forward aggressively. WORKBOOK PG 39 Information-Seeking Question Challenging Question Refusal Refusal Intimidation Release<br>
slide19. Directive Strategies 19 WORKBOOK PG 40 Downplay the challenge and stick to the original topic. Provide safe and respectful choices and explain the possible outcomes (limit setting). Give the person time to process. Let them vent and acknowledge their feelings. Give a rational response to the question asked. Always take a threat seriously. Assess the threat and the risk of harm and then choose the best response.<br>
slide20. Directive Strategies 20 WORKBOOK PG 40 Downplay the challenge and stick to the original topic. Provide safe and respectful choices and explain the possible outcomes (limit setting). Give the person time to process. Let them vent and acknowledge their feelings. Give a rational response to the question asked. Always take a threat seriously. Assess the threat and the risk of harm and then choose the best response. Information-Seeking Question Challenging Question Refusal/Release Intimidation Release<br>
slide21. Discussion Questions 21 What factors would help you determine if an information-seeking question is defensive? (Consider context.)
Why does downplaying the challenge and sticking to the original topic work best when a person asks a challenging question?
There are many factors that could contribute to their Refusal behavior. How would you alter your response in this situation?
How would you differentiate signs of Release from signs of Risk Behavior?
How would you respond to Intimidation if the threat expresses no imminent or immediate harm? And how would you respond if the threat expresses imminent or immediate harm?<br>
slide22. Tension Reduction Tension Reduction
Regaining a sense of calm, with a drop in physical and emotional energy.
STAFF APPROACH
Provide the necessary Therapeutic Rapport to support the person, re-establish the relationship, and learn from the incident 22 WORKBOOK PG 38<br>
slide23. The Verbal Escalation ContinuumSM 23 WORKBOOK PG 38 Intimidation Release Refusal Tension Reduction Questioning<br>
slide24. Case Study Activity: Identify the Defensive Behaviors What is the defensive behavior?
What is the staff intervention? Be specific. What would you say/do? 24 Identify the defensive behaviors and corresponding staff interventions. WORKBOOK PG 41<br>
slide2. Learning Objectives Identify different stages of defensive behavior using the Verbal Escalation Continuum℠.
Use the appropriate intervention strategies that are most effective at each stage. 2 WORKBOOK PG 37<br>
slide3. Layer Your Response How can you rationally detach, especially when encountering defensive behavior? 3 Continue to rationally detach. It is especially difficult as the crisis level escalates. The person’s defensive behavior may appear targeted against you. But remember, in most cases, you just happen to be the person in front of them.<br>
slide4. Layer Your Response 2. Continue to be supportive with your verbal, paraverbal, and non-verbal communication. You are adding another layer of intervention, not replacing one with the other. 4<br>
slide5. The Directive Approach At the Defensive level, a person is protecting themselves from a real or perceived challenge or threat. 5 They may respond by refusing to cooperate or shouting at, challenging, or intimidating you.<br>
slide6. The Directive Approach 6 When the person’s “emotional brain” is in control, what are some unhelpful responses to their defensive behaviors?<br>
slide7. The Directive Approach Use short, simple phrases that the person can follow easily.
Provide limits and choices.
Objectively analyze the situation.
Supplement directive responses with other interventions. 7 WORKBOOK PG 38<br>
slide8. The Verbal Escalation ContinuumSM 8 Crisis Development/ Behavior Levels Defensive Risk Behavior Tension Reduction Anxiety WORKBOOK PG 38<br>
slide9. The Verbal Escalation ContinuumSM 9 WORKBOOK PG 38 Intimidation Release Refusal Tension Reduction Questioning<br>
slide10. The Verbal Escalation ContinuumSM Stages Questioning
INFORMATION-SEEKING
Asking a question to get clarity or more information.
CHALLENGING
Asking a question that staff perceive as challenging.
(It may feel like the person is questioning your authority and attempting to draw you into a power struggle.) 10 WORKBOOK PG 38<br>
slide11. The Verbal Escalation ContinuumSM Stages Refusal
Being seen as unwilling to cooperate or follow reasonable instructions or requests. 11 WORKBOOK PG 38<br>
slide12. The Verbal Escalation ContinuumSM Stages Release
An emotional outburst. 12 WORKBOOK PG 38<br>
slide13. The Verbal Escalation ContinuumSM Stages Intimidation
Making threats to the staff member, the people around them, or even themselves.
(Due to reduced ability to manage their responses, a person uses intimidation either intentionally or to express their feelings and needs.) 13 WORKBOOK PG 38<br>
slide14. The Verbal Escalation ContinuumSM Stages Refusal
Intimidation
Challenging Question
Release
Information-Seeking Question 14 WORKBOOK PG 39<br>
slide15. Paraverbal or Verbal Examples of Defensive Behavior A person in the waiting area continually asking, “When can I go in?” 15 A person saying, “Why do I have to wait? You should have more people working to keep things moving.” When asked to move to the waiting area, a person saying, “I think I’ll wait right here.” Saying “no.” Talking continuously to vent such as saying, “You don’t understand. I’ve had a really bad day. Everyone just tells me what to do, and no one’s listening to me.” Screaming or swearing. Making threats such as aggressively saying, “Let me in or you’ll regret it!” WORKBOOK PG 39<br>
slide16. A person in the waiting area continually asking, “When can I go in?” 16 A person saying, “Why do I have to wait? You should have more people working to keep things moving.” When asked to move to the waiting area, a person saying, “I think I’ll wait right here.” Saying “no.” Talking continuously to vent such as saying, “You don’t understand. I’ve had a really bad day. Everyone just tells me what to do, and no one’s listening to me.” Screaming or swearing. Making threats such as aggressively saying, “Let me in or you’ll regret it!” WORKBOOK PG 39 Information-Seeking Question Challenging Question Refusal Refusal Intimidation Release Release Paraverbal or Verbal Examples of Defensive Behavior<br>
slide17. Non-Verbal Examples of Defensive Behavior A person using gestures to ask how long they need to wait. 17 A person using facial expressions to show that they are right or that you are doing something wrong. Turning their head and not following your instruction. Refusing to speak. Pushing something off a table or throwing an object on the floor. Non-verbally making threats, such as stepping forward aggressively. WORKBOOK PG 39<br>
slide18. Non-Verbal Examples of Defensive Behavior A person using gestures to ask how long they need to wait. 18 A person using facial expressions to show that they are right or that you are doing something wrong. Turning their head and not following your instruction. Refusing to speak. Pushing something off a table or throwing an object on the floor. Non-verbally making threats, such as stepping forward aggressively. WORKBOOK PG 39 Information-Seeking Question Challenging Question Refusal Refusal Intimidation Release<br>
slide19. Directive Strategies 19 WORKBOOK PG 40 Downplay the challenge and stick to the original topic. Provide safe and respectful choices and explain the possible outcomes (limit setting). Give the person time to process. Let them vent and acknowledge their feelings. Give a rational response to the question asked. Always take a threat seriously. Assess the threat and the risk of harm and then choose the best response.<br>
slide20. Directive Strategies 20 WORKBOOK PG 40 Downplay the challenge and stick to the original topic. Provide safe and respectful choices and explain the possible outcomes (limit setting). Give the person time to process. Let them vent and acknowledge their feelings. Give a rational response to the question asked. Always take a threat seriously. Assess the threat and the risk of harm and then choose the best response. Information-Seeking Question Challenging Question Refusal/Release Intimidation Release<br>
slide21. Discussion Questions 21 What factors would help you determine if an information-seeking question is defensive? (Consider context.)
Why does downplaying the challenge and sticking to the original topic work best when a person asks a challenging question?
There are many factors that could contribute to their Refusal behavior. How would you alter your response in this situation?
How would you differentiate signs of Release from signs of Risk Behavior?
How would you respond to Intimidation if the threat expresses no imminent or immediate harm? And how would you respond if the threat expresses imminent or immediate harm?<br>
slide22. Tension Reduction Tension Reduction
Regaining a sense of calm, with a drop in physical and emotional energy.
STAFF APPROACH
Provide the necessary Therapeutic Rapport to support the person, re-establish the relationship, and learn from the incident 22 WORKBOOK PG 38<br>
slide23. The Verbal Escalation ContinuumSM 23 WORKBOOK PG 38 Intimidation Release Refusal Tension Reduction Questioning<br>
slide24. Case Study Activity: Identify the Defensive Behaviors What is the defensive behavior?
What is the staff intervention? Be specific. What would you say/do? 24 Identify the defensive behaviors and corresponding staff interventions. WORKBOOK PG 41<br>