{"id":2872,"date":"2023-12-20T13:59:26","date_gmt":"2023-12-20T21:59:26","guid":{"rendered":"https:\/\/safecarebc.ca\/?post_type=huddle&#038;p=2872"},"modified":"2026-04-28T14:43:15","modified_gmt":"2026-04-28T21:43:15","slug":"de-escalation-strategies","status":"publish","type":"huddle","link":"https:\/\/scbcdev.safecarebc.ca\/?huddle=de-escalation-strategies","title":{"rendered":"De-escalation strategies"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Instructions<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Read the \u201cDe-escalation Strategies\u201d section as a group.<\/li>\n\n\n\n<li>In pairs, discuss how you would respond to the scenario using the skills from the handout.<\/li>\n\n\n\n<li>As a group, go through the guiding questions to debrief the huddle.<\/li>\n\n\n\n<li>If possible, hold this safety huddle in a relevant location (shower room, bathroom, etc.) so you can analyze the hazards present in each environment. this safety huddle in a relevant location (shower room, bathroom, etc.) to analyze the hazards in each environment.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">After this huddle, staff will be able to:<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Summarize a person\u2019s concerns that is leading them to an escalated state.<\/li>\n\n\n\n<li>Apply active listening skills to demonstrate they care about the person in an escalated state.<\/li>\n\n\n\n<li>Use communication strategies to de-escalate a difficult situation.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Guiding questions<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>What are the wishes of the mother who is in your care?<\/li>\n\n\n\n<li>What is the family member upset about?<\/li>\n\n\n\n<li>How could you use each of the de-escalation strategies to help the situation with the family member? \u2022 How can you empathize with the family member about the changes they see with their mom over time?<\/li>\n\n\n\n<li>At what point would you consider involving a supervisor in the conversation?<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">De-escalation strategies<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Working with clients or residents and their families is not always easy. Transition can be difficult, and when people's expectations of care or routine are not met, it can lead to challenging situations. You may not be able to control how others act, but you can control how you respond.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Here are some reminders when working to de-escalate difficult situations:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Speak respectfully, loud enough to be heard, and slower than usual.<\/li>\n\n\n\n<li>Use the ready posture to approach, respecting everyone\u2019s space and belongings.<\/li>\n\n\n\n<li>Fewer, simple words are better.<\/li>\n\n\n\n<li>Use silence to give them time to respond.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Below are short summaries of communication strategies outlined in the Provincial Violence Prevention Curriculum:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Provide options: Identify alternatives that would give someone a choice in the matter which could resolve the issue.<\/li>\n\n\n\n<li>Validate: Acknowledge the difficulty of the situation the person is going through.<\/li>\n\n\n\n<li>Redirect: Steer the conversation into a different, more positive topic.<\/li>\n\n\n\n<li>Distract: Be curious and ask a follow-up question that gets the conversation on another topic.<\/li>\n\n\n\n<li>Clarify: Ask the person to tell you more about something they said.<\/li>\n\n\n\n<li>Listen Actively: Use non-verbal body language to demonstrate that you care and are paying attention.<br>After this huddle, staff will be able to:<\/li>\n\n\n\n<li>Summarize a person\u2019s concerns that are leading them to an escalated state.<\/li>\n\n\n\n<li>Apply active listening skills to demonstrate that they care about the person in an escalated state.<\/li>\n\n\n\n<li>Use communication strategies to de-escalate a difficult situation.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Scenario<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">An adult son of a resident living with dementia arrived for a visit just a few minutes ago. They stomp out of their mother\u2019s room and come up to you demanding to know why their mother is not wearing a bra when they have insisted since their mother has moved in that she should wear one every day because she has always worn a bra and feels undignified when she is seen without one. It is included in her care plan as part of their morning routine. Over the last month, any staff who have attempted to help the resident put on a bra in the morning ends up being swatted away, yelled at, and told they, \u201cdon\u2019t want that damn thing on. It\u2019s uncomfortable!\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Notes to the huddle leader<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Reinforce that staff should conduct a point of care risk assessment before starting any task to establish whether it is safe to proceed.<\/li>\n\n\n\n<li>Do you have a violence prevention policy? When was it last updated? Are staff trained on how to apply it?<\/li>\n\n\n\n<li>Even though it may not feel like it in the moment, it\u2019s important to remember that, at the end of the day, everyone is on the same team to ensure residents or clients receive the best care. In this scenario, it is difficult for family members to see a loved one go through the changes associated with dementia, and care staff play a large part in helping families along that journey.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-columns has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"background-color:#aad38b\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:2%\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:96%\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading\">De-escalation in action: Test your skills<\/h2>\n\n\n<div class='fluentform ff-default fluentform_wrapper_41  ff_guten_block ff_guten_block-41 ffs_default_wrap'><form data-form_id=\"41\" id=\"fluentform_41\" class=\"frm-fluent-form fluent_form_41 ff-el-form-top ff_form_instance_41_1 ff-form-loading ffs_default\" data-form_instance=\"ff_form_instance_41_1\" method=\"POST\" ><fieldset  style=\"border: none!important;margin: 0!important;padding: 0!important;background-color: transparent!important;box-shadow: none!important;outline: none!important; min-inline-size: 100%;\">\n                    <legend class=\"ff_screen_reader_title\" style=\"display: block; margin: 0!important;padding: 0!important;height: 0!important;text-indent: -999999px;width: 0!important;overflow:hidden;\">De-escalation<\/legend><input type='hidden' name='__fluent_form_embded_post_id' value='2872' \/><input type=\"hidden\" id=\"_fluentform_41_fluentformnonce\" name=\"_fluentform_41_fluentformnonce\" value=\"b72a0ef6bc\" \/><input type=\"hidden\" name=\"_wp_http_referer\" value=\"\/index.php?rest_route=%2Fwp%2Fv2%2Fhuddle%2F2872\" \/><div data-name=\"ff_cn_id_1\"  class='ff-t-container ff-column-container ff_columns_total_1 '><div class='ff-t-cell ff-t-column-1' style='flex-basis: 100%;'><div class='ff-el-group  ff-custom_html' tabindex='-1' data-name=\"custom_html-41_1\" ><p>Difficult conversations happen in continuing care \u2014 with residents, families, and colleagues. The good news? De-escalation is a skill you can learn and practise.<\/p>\n<p>Work through this short scenario and see how you'd respond.<\/p><\/div><div class='ff-el-group'><div class=\"ff-el-input--label asterisk-right\"><label   aria-label=\"What is the most important thing to do first?\">What is the most important thing to do first? <\/label><\/div><div class='ff-el-input--content'><div class='ff-el-form-check ff-el-form-check-'><label class='ff-el-form-check-label' for='input_radio_4b8ab45992a1287a351cf4b8b32704de'><input  type=\"radio\" name=\"input_radio\" data-name=\"input_radio\" class=\"ff-el-form-check-input ff-el-form-check-radio\" value=\"Explain the resident&#039;s wishes and her right to refuse\"  id='input_radio_4b8ab45992a1287a351cf4b8b32704de' aria-label='Explain the resident&#039;s wishes and her right to refuse' aria-invalid='false' aria-required=false> <span>Explain the resident's wishes and her right to refuse<\/span><\/label><\/div><div class='ff-el-form-check ff-el-form-check-'><label class='ff-el-form-check-label' for='input_radio_10832b1442953e619a8c74426beaadb3'><input  type=\"radio\" name=\"input_radio\" data-name=\"input_radio\" class=\"ff-el-form-check-input ff-el-form-check-radio\" value=\"Acknowledge the son&#039;s concern and listen before responding\"  id='input_radio_10832b1442953e619a8c74426beaadb3' aria-label='Acknowledge the son&#039;s concern and listen before responding' aria-invalid='false' aria-required=false> <span>Acknowledge the son's concern and listen before responding<\/span><\/label><\/div><div class='ff-el-form-check ff-el-form-check-'><label class='ff-el-form-check-label' for='input_radio_2f82efd6ed8c1ff6d904185b81cad2e8'><input  type=\"radio\" name=\"input_radio\" data-name=\"input_radio\" class=\"ff-el-form-check-input ff-el-form-check-radio\" value=\"Apologize and say you&#039;ll make sure it happens tomorrow\"  id='input_radio_2f82efd6ed8c1ff6d904185b81cad2e8' aria-label='Apologize and say you&#039;ll make sure it happens tomorrow' aria-invalid='false' aria-required=false> <span>Apologize and say you'll make sure it happens tomorrow<\/span><\/label><\/div><div class='ff-el-form-check ff-el-form-check-'><label class='ff-el-form-check-label' for='input_radio_192a2fe295fad60cbddf700dfaf593e1'><input  type=\"radio\" name=\"input_radio\" data-name=\"input_radio\" class=\"ff-el-form-check-input ff-el-form-check-radio\" value=\"Ask him to wait while you get your supervisor\"  id='input_radio_192a2fe295fad60cbddf700dfaf593e1' aria-label='Ask him to wait while you get your supervisor' aria-invalid='false' aria-required=false> <span>Ask him to wait while you get your supervisor<\/span><\/label><\/div><\/div><\/div><div class='ff-el-group'><div class=\"ff-el-input--label asterisk-right\"><label   aria-label=\"The son says, &quot;She has ALWAYS worn a bra. This is about her dignity.&quot; Which response best demonstrates active listening?\">The son says, \"She has ALWAYS worn a bra. This is about her dignity.\" Which response best demonstrates active listening?<\/label><\/div><div class='ff-el-input--content'><div class='ff-el-form-check ff-el-form-check-'><label class='ff-el-form-check-label' for='input_radio_1_525ee6f9e1eccbfc86662fd00c0b7ad6'><input  type=\"radio\" name=\"input_radio_1\" data-name=\"input_radio_1\" class=\"ff-el-form-check-input ff-el-form-check-radio\" value=\"&quot;I understand, but she&#039;s been refusing, and we can&#039;t force her.&quot;\"  id='input_radio_1_525ee6f9e1eccbfc86662fd00c0b7ad6' aria-label='&quot;I understand, but she&#039;s been refusing, and we can&#039;t force her.&quot;' aria-invalid='false' aria-required=false> <span>\"I understand, but she's been refusing, and we can't force her.\"<\/span><\/label><\/div><div class='ff-el-form-check ff-el-form-check-'><label class='ff-el-form-check-label' for='input_radio_1_90507d30a531ef311574683d8d1eb991'><input  type=\"radio\" name=\"input_radio_1\" data-name=\"input_radio_1\" class=\"ff-el-form-check-input ff-el-form-check-radio\" value=\"&quot;You&#039;re right, we should have told you sooner.&quot;\"  id='input_radio_1_90507d30a531ef311574683d8d1eb991' aria-label='&quot;You&#039;re right, we should have told you sooner.&quot;' aria-invalid='false' aria-required=false> <span>\"You're right, we should have told you sooner.\"<\/span><\/label><\/div><div class='ff-el-form-check ff-el-form-check-'><label class='ff-el-form-check-label' for='input_radio_1_2ab169428e9f6875e2de7bf5266bf4ff'><input  type=\"radio\" name=\"input_radio_1\" data-name=\"input_radio_1\" class=\"ff-el-form-check-input ff-el-form-check-radio\" value=\"&quot;It sounds like this matters a lot to you \u2014 and to her sense of self.&quot;\"  id='input_radio_1_2ab169428e9f6875e2de7bf5266bf4ff' aria-label='&quot;It sounds like this matters a lot to you \u2014 and to her sense of self.&quot;' aria-invalid='false' aria-required=false> <span>\"It sounds like this matters a lot to you \u2014 and to her sense of self.\"<\/span><\/label><\/div><div class='ff-el-form-check ff-el-form-check-'><label class='ff-el-form-check-label' for='input_radio_1_73649adbe5424c9876bc9cffc75f58a9'><input  type=\"radio\" name=\"input_radio_1\" data-name=\"input_radio_1\" class=\"ff-el-form-check-input ff-el-form-check-radio\" value=\"&quot;Let me check the care plan and get back to you.&quot;\"  id='input_radio_1_73649adbe5424c9876bc9cffc75f58a9' aria-label='&quot;Let me check the care plan and get back to you.&quot;' aria-invalid='false' aria-required=false> <span>\"Let me check the care plan and get back to you.\"<\/span><\/label><\/div><\/div><\/div><div class='ff-el-group'><div class=\"ff-el-input--label asterisk-right\"><label   aria-label=\"The son is still frustrated. You&#039;ve listened, you&#039;ve validated, but the tension isn&#039;t easing. What&#039;s a good next step?\">The son is still frustrated. You've listened, you've validated, but the tension isn't easing. What's a good next step?<\/label><\/div><div class='ff-el-input--content'><div class='ff-el-form-check ff-el-form-check-'><label class='ff-el-form-check-label' for='input_radio_2_3d750bf63faad3eeaa3cf6dcf96b6542'><input  type=\"radio\" name=\"input_radio_2\" data-name=\"input_radio_2\" class=\"ff-el-form-check-input ff-el-form-check-radio\" value=\"End the conversation and document the interaction\"  id='input_radio_2_3d750bf63faad3eeaa3cf6dcf96b6542' aria-label='End the conversation and document the interaction' aria-invalid='false' aria-required=false> <span>End the conversation and document the interaction<\/span><\/label><\/div><div class='ff-el-form-check ff-el-form-check-'><label class='ff-el-form-check-label' for='input_radio_2_430d0cc1850686f2d13e29ecdef0145c'><input  type=\"radio\" name=\"input_radio_2\" data-name=\"input_radio_2\" class=\"ff-el-form-check-input ff-el-form-check-radio\" value=\"Repeat your explanation more firmly so he understands\"  id='input_radio_2_430d0cc1850686f2d13e29ecdef0145c' aria-label='Repeat your explanation more firmly so he understands' aria-invalid='false' aria-required=false> <span>Repeat your explanation more firmly so he understands<\/span><\/label><\/div><div class='ff-el-form-check ff-el-form-check-'><label class='ff-el-form-check-label' for='input_radio_2_7b27a25c728c22edabdccea6b534a266'><input  type=\"radio\" name=\"input_radio_2\" data-name=\"input_radio_2\" class=\"ff-el-form-check-input ff-el-form-check-radio\" value=\"Offer him a choice \u2014 involve the care team or schedule a family meeting\"  id='input_radio_2_7b27a25c728c22edabdccea6b534a266' aria-label='Offer him a choice \u2014 involve the care team or schedule a family meeting' aria-invalid='false' aria-required=false> <span>Offer him a choice \u2014 involve the care team or schedule a family meeting<\/span><\/label><\/div><div class='ff-el-form-check ff-el-form-check-'><label class='ff-el-form-check-label' for='input_radio_2_3013ac2f6eb0ee8ddac38bca4ed8906f'><input  type=\"radio\" name=\"input_radio_2\" data-name=\"input_radio_2\" class=\"ff-el-form-check-input ff-el-form-check-radio\" value=\"Agree to change the care plan to avoid further conflict\"  id='input_radio_2_3013ac2f6eb0ee8ddac38bca4ed8906f' aria-label='Agree to change the care plan to avoid further conflict' aria-invalid='false' aria-required=false> <span>Agree to change the care plan to avoid further conflict<\/span><\/label><\/div><\/div><\/div><input type=\"hidden\" name=\"quiz-score\" value=\"empty\" data-name=\"quiz-score\" ><\/div><\/div><div class='ff-el-group ff-text-left ff_submit_btn_wrapper'><button type=\"submit\" class=\"ff-btn ff-btn-submit ff-btn-md ff_btn_style\"  aria-label=\"Submit your answers\">Submit your answers<\/button><\/div><\/fieldset><\/form><div id='fluentform_41_errors' class='ff-errors-in-stack ff_form_instance_41_1 ff-form-loading_errors ff_form_instance_41_1_errors'><\/div><\/div>            <script type=\"text\/javascript\">\n                window.fluent_form_ff_form_instance_41_1 = {\"id\":\"41\",\"ajaxUrl\":\"https:\\\/\\\/scbcdev.safecarebc.ca\\\/wp-admin\\\/admin-ajax.php\",\"settings\":{\"layout\":{\"labelPlacement\":\"top\",\"helpMessagePlacement\":\"with_label\",\"errorMessagePlacement\":\"inline\",\"cssClassName\":\"\",\"asteriskPlacement\":\"asterisk-right\"},\"restrictions\":{\"denyEmptySubmission\":{\"enabled\":false}}},\"form_instance\":\"ff_form_instance_41_1\",\"form_id_selector\":\"fluentform_41\",\"rules\":{\"input_radio\":{\"required\":{\"value\":false,\"message\":\"This field is required\",\"global_message\":\"This field is required\",\"global\":true}},\"input_radio_1\":{\"required\":{\"value\":false,\"message\":\"This field is required\",\"global_message\":\"This field is required\",\"global\":true}},\"input_radio_2\":{\"required\":{\"value\":false,\"message\":\"This field is required\",\"global_message\":\"This field is required\",\"global\":true}}},\"debounce_time\":300,\"file_upload_settings\":[]};\n                            <\/script>\n            <\/div><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:2%\"><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Working with clients or residents and their families is not always easy. You may not be able to control how others act, but you can control how you respond.<\/p>\n","protected":false},"featured_media":7454,"template":"","tags":[],"audience":[118],"topic":[87,22],"class_list":["post-2872","huddle","type-huddle","status-publish","has-post-thumbnail","hentry","audience-audience","topic-de-escalation","topic-violence-prevention"],"acf":[],"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/scbcdev.safecarebc.ca\/index.php?rest_route=\/wp\/v2\/huddle\/2872","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/scbcdev.safecarebc.ca\/index.php?rest_route=\/wp\/v2\/huddle"}],"about":[{"href":"https:\/\/scbcdev.safecarebc.ca\/index.php?rest_route=\/wp\/v2\/types\/huddle"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/scbcdev.safecarebc.ca\/index.php?rest_route=\/wp\/v2\/media\/7454"}],"wp:attachment":[{"href":"https:\/\/scbcdev.safecarebc.ca\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2872"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/scbcdev.safecarebc.ca\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=2872"},{"taxonomy":"audience","embeddable":true,"href":"https:\/\/scbcdev.safecarebc.ca\/index.php?rest_route=%2Fwp%2Fv2%2Faudience&post=2872"},{"taxonomy":"topic","embeddable":true,"href":"https:\/\/scbcdev.safecarebc.ca\/index.php?rest_route=%2Fwp%2Fv2%2Ftopic&post=2872"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}