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Recognizing Potential Aggressive Behavior in Emergent Situations

Recognizing Potential Aggressive Behavior in Emergent Situations. Instructor: Michael A. Cint Barstow C.E.R.T. 6/24/2014. Objectives. Develop skills to recognize reduce and manage anxious, aggressive, and violent behavior

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Recognizing Potential Aggressive Behavior in Emergent Situations

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  1. Recognizing Potential Aggressive Behavior in Emergent Situations Instructor: Michael A. Cint Barstow C.E.R.T. 6/24/2014

  2. Objectives • Develop skills to recognize reduce and manage anxious, aggressive, and violent behavior • Use effective and compassion methods of dealing with aggressive or anxious people. • Gain personal confidence and minimize the potential for injury to yourself and others around you. • Reduce fear in stressful situations by learning confidence in your ability to react to aggressive and anxious persons. • Reduce Liability risk for inadequate, unnecessary, or improper techniques used when dealing with aggressive or anxious persons. Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  3. What is Violence? "The intentional use of physical force or power, threatened or actual, against oneself, another person, or against a group or community, which either results in or has a high likelihood of resulting in injury, death, psychological harm, maldevelopment, or deprivation."“World report on violence and health", World Health Organization, 2002. Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  4. Categories of Violence Violence can be divided into three broad categories according to characteristics of those committing the violent act: • self-directed violence • interpersonal violence • collective violence Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  5. Strategies for preventing and diffusing aggressive behavior • Prepare yourself mentally • Communicate non-verbally • Listen effectively • Communicate verbally • Manage the stages of conflict • Approach individuals properly Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  6. Prepare Yourself Mentally • The systematic repetition of some image, activity of behavior with no observable physical movements • In times of calm or training, visualize situations and how you will act to them • Relax: take a deep breath, close your eyes, unclench your jaw, un-ball your fists, put down any objects you are holding in your hands. Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  7. Prepare Yourself Mentally (cont) Mental conditioning improves and increases: • Decisiveness • Assertiveness • Speed you react to situations Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  8. Communication • Non-verbal • Listening • Verbal • Reading • Writing Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  9. Communication (cont) Of the five methods of communication, Non Verbal is the most important. It accounts for approximately 70% - 90% of all interpersonal communication. Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  10. Non Verbal Communication Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  11. Non Verbal Communication (cont) There are Three Categories: • Personal Space and Reactionary Distance • Eye Communication • Gestures, posture and facial expressions Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  12. Personal Space Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  13. Personal Space (cont) Personal Space is relative to: • Culture • Upbringing • Habitat • Environment • Age • Gender • Impairments Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  14. Reactionary Distance The recommend space you want to maintain when dealing with an upset (anxious) person is 4 FT. At a verbally aggressive stage, you want to step back and maintain a distance of 6 FT. Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  15. Eye Communications Eye Movements and signals that reflect our thoughts, feelings or state of mindEye Communications, when used effectively and show: • Compassion • Concern • Confidence • Empathy Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  16. Eye Communications (cont) Observing someone’s eye movements can show: • Anger • Derangement • Pain • Violent intent • Looking for escape/attack • Submissiveness Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  17. Eye Communications: What to look for • Pupil size Pupils dilate (get larger) by stress, pain, anxiety (PERRL: the Pupils should be Equal, Round and Reactive to Light.) • Sizing you up • Direct, uninterrupted stare • Jerking, darting • Looking around • Glazed • Empty • Looking though you • Widening • Target glance Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  18. Gestures, Postures and Facial Expressions Signals coming from different parts of the body that reflect thoughts and feelings Gestures can be: • Instinctive • Learned • Cultural Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  19. Gestures, Postures and Facial Expressions (cont) Signals to watch for: • Arms • Elbows • Palms/hands • Index finger • Legs • Stance • Leaning the body • Head • Shoulders • Breathing • Facial color • Expression • Eyebrows • Lips Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  20. Gestures, Postures and Facial Expressions (cont) If there is a discrepancy between the verbal and the non verbal messages: BELIEVE THE NON VERBAL MESSAGES! Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  21. Stages of Conflict There are Three Stages: • Anxiety • Verbal Aggression • Physical Aggression Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  22. Stages of Conflict (cont) Conflict is a result of: • Unmet expectations • 90% of conflict is related to past experience Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  23. Stage One: Anxiety Recognizing Anxiety: An unpleasant state of inner turmoil, often accompanied by nervous behavior, such as pacing back and forth, somatic complaints and rumination. Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  24. Physical Symptoms • dizziness • tiredness • a noticeably strong, fast or irregular heartbeat (palpitations) • muscle aches and tension • trembling or shaking • dry mouth (licking lips) • excessive sweating Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  25. Physical Symptoms (cont) • shortness of breath • stomach ache • feeling sick • headache • pins and needles • difficulty falling or staying asleep (insomnia) • Flushing in the face Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  26. Triggers of Anxiety • Frustration or anger • Fear • Sorrow • Distrust of authority • Losing control • Heat • Your body language • Your tone of voice Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  27. How to Manage Another Persons Anxiety • Give them the proper space • Supportive eye contact • Supportive gestures and postures • Supportive facial expression • Empathetic listening • Supportive verbal communication • Supportive stance Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  28. Listening "Hearing is a physiological phenomenon; listening is a psychological act."Roland Barthes, Linguist Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  29. 5 Levels of Listening Level 1 is the most basic level, and that is not listening at all, but ignoring. Why? • Because if I did, if I really listened to you then I might have to change the way I look at you. • I might have to come out of my comfort zone and I don’t want to do that. Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  30. 5 Levels of Listening (cont) Level 2 is pretend listening. • We are distracted, our mind is elsewhere. • That is so common in our media dominated world where technology enables us to be only partially attentive to what is going on around us. Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  31. 5 Levels of Listening (cont) Level 3 is selective listening • We pick out the bits that we think are relevant. • The negative side of selective listening is that it can also be a form of control and manipulation of others. Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  32. 5 Levels of Listening (cont) Level 4 is attentive listening. • It is listening to all the words that are said with all of your attention. Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  33. 5 Levels of Listening (cont) Level 5 is empathic listening. • That is going beyond the words to the heart and feelings that lie behind the words. • As the little child said to his distracted father, ‘Daddy listen to me with your eyes.” Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  34. 5 Levels of Listening (cont) Next to physical Survival the greatest need for people is: • To be understood • To be Validated • To be Affirmed • To be Appreciated Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  35. Supportive Communication Skills • Maintain a calm, reassuring voice • Communicate at their level (physical, social, emotional/age) • Speak with respect • Be in control • Us Paralanguage -Volume of speech -Tone of voice - Rate of speech Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  36. Supportive Communication Skills (cont) • Introduce yourself • Avoid using “you” • Ask open ended question • Clarify implied statements, threats or key words • Isolate the problem from the individual • Redirect anger to the past • If appropriate, interrupt by using their name Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  37. Supportive Communication Skills (cont) • Use “We” • Get them to sit down with you • Get them to walk with you • Use pacing techniques -Sensory – “I feel you are upset” -Visual - “I see you are upset” -Auditory - : I hear you are upset” • Avoid bias or stereotypes Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  38. Understanding Fear and Panic • FearAutomatic reaction to real or perceived danger or threat. • Panican Emotional reaction that takes the form of fight, flight or freeze. Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  39. Effects of Fear and Panic • Distraction • “Bullet Time” (perceived slowing of time) • Tunnel Vision • Auditory exclusion • Awareness Lapse • Freeze Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  40. Mind and Body Stress Feedback Loop Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  41. How to break the Feedback Loop • Deep, regular breaths • Positive Self Talk “I can do this” Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  42. Perception Test Question Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  43. Perception Test Answer Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

  44. Next Month • Part 2 Verbal and Physical Aggression Recognizing Potential Aggressive Behavior in Emergent Situations Michael A. Cint 6/24/14

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