Resources

Ten Tips for Crisis Prevention

1. Be empathic. Try not to be judgmental of your student’s feelings. They are real - even if not based on reality and must be attended to.
2. Clarify messages. Listen to what is really being said. Ask reflective questions and use both silence and restatements.
3. Respect personal space. Stand at least I ½ - 3 feet from the acting-out person. Encroaching on personal space tends to arouse and escalate an individual.
4. Be aware of body position. Standing eye to eye, toe-to-toe with the client sends a challenge message. Standing one leg length away and at an angle off to the side is less likely to escalate the individual.
5. Permit verbal venting when possible. Allow the individual to release as much energy as possible by venting verbally. If this cannot be allowed, state directives and reasonable limits during Lulls in the venting process.
6. Set and enforce reasonable limits. If the individual becomes belligerent, defensive, or disruptive, state limits and directives clearly and concisely.
7. Avoid overreacting. Remain calm, rational, and professional. How you, the staff person, respond will directly affect the individual.
8. Use physical techniques as a last resort. Use the least restrictive method of intervention possible. Employing physical techniques on an individual who is only acting out verbally can escalate the situation.
9. Ignore challenge questions. When the student challenges your position, training, policy, etc. redirect the individual’s attention to the issue at hand. Answering these questions often fuels a power struggle.
10. Keep your nonverbal cues no threatening. Be aware of your body language, movement, and tone of voice. The more an individual loses control the less he listens to your actual words. More attention is paid to your nonverbal cues.

Hints for de-escalating a conflict

1. Take a deep breath to stay relaxed.
2. Look the other person in the eye, with both of you sitting or standing.
3. Speak softly and slowly.
4. Keep your legs and arms uncrossed. Do not clench your fists or purse your lips.
5. Keep reminding yourself: "We can find a win-win resolution to this and remind the other person of this too.
6. If necessary, ask for a break to collect your thoughts or release pent-up tension.
7. Give "I messages."
8. Paraphrase what the other person has said, asking for clarification as necessary.
9. Watch your language. Words that escalate a conflict are never, always, unless, can’t, won’t, don’t, should and shouldn’t Words that de-escalate a conflict are maybe, perhaps, sometimes, what if, it seem like, I feel, I think and I wonder.
10. Really listen to what the other person is saying, with the goal of truly understanding that person’s point of view.
11. Affirm and acknowledge the other person’s position.
12. Ask questions that encourage the other person to look for a solution. Ask open-ended questions rather than ones that will evoke a yes or no response.
13. Keep looking for alternative ideas to resolve your dispute so that both of you have your needs met.
    

Links

• GAE Georgia Association of Educators
• SSWAA The School Social Work Association of America
• NASW National Association of Social Workers
• NASWGA Georgia Chapter - National Association of Social
• UGASSW University of Georgia School of Social Work
• Ga.Prof.Stds. Georgia Professional Standards
• Ga.Government Georgia State Government
• SW Links Page World Wide Web Resources
• Ga. Sec. of State Board of Professional Counselors, Social Workers, and Marriage and Family Therapy
• Covering Kids The Covering Kids Initiative in Georgia
• SSU SAVANNAH STATE UNIVERSITY MASTER OF SOCIAL WORK
• Stop Family Violence Stop Family Violence Web Site
• Valdosta State University Division of Social Work

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