Scenarios for de-escalation

created: 2017-10-18; tagged: safety


From the Crisis Prevention Institute

  1. Be empathic and nonjudgemental.
  2. Respect personal space.
  3. Use nonthreatening nonverbals.
  4. Avoid overreacting.
  5. Focus on feelings.
  6. Ignore challenging questions.
  7. Set limits.
  8. Choose wisely what to insist on.
  9. Allow silence for reflection.
  10. Allow time for decisions.


The teen daughter of the family in room 106 is out late past curfew; there are rumors that she’s been sneaking out of shelter to go drink with her friends. The father approaches you and asks that if she shows up that you do not let her in; he says she gets belligerent when she’s drunk and doesn’t want her to wake her sisters or other cause a disturbance for other families in shelter, and feels this will teach her a lesson.

It’s late after staff have left, and there are two families in room 103 that are arguing through-out the night; nothing has reached the point of being threatening or violent, but it’s progressing louder and it’s getting more heated. It eventually gets to the point where one of them is demanding to change room… however, we have no more space available, and the other families are not willing to switch rooms around.

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