The Essentials of Aggression Management in the Community Health Clinic - PowerPoint PPT Presentation

the essentials of aggression management in the community health clinic n.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
The Essentials of Aggression Management in the Community Health Clinic PowerPoint Presentation
Download Presentation
The Essentials of Aggression Management in the Community Health Clinic

play fullscreen
1 / 53
The Essentials of Aggression Management in the Community Health Clinic
205 Views
Download Presentation
roz
Download Presentation

The Essentials of Aggression Management in the Community Health Clinic

- - - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript

  1. The Essentials of Aggression Management in the Community Health Clinic Presented By: Steve Wilder, BA, CHSP, STS Sorensen, Wilder & AssociatesBourbonnais, IL

  2. What Would You Do If… • An employee enters the facility carrying a brown paper bag. The employee doesn’t say anything to anyone, and is wearing camouflaged clothing. The employee has been acting strange the past few weeks, making threats to his supervisor and fellow employees, and making comments about “getting even”

  3. What Would You Do If… • An employee comes into work, and tells you that he/she is going to commit suicide • A co-worker comes into the employee lounge while you are in there, stating “I’ve had it with that )#&*% and if she doesn’t watch out, she’s gonna be one sorry SOB”

  4. What Would You Do If… • An employee starts crying once or twice every shift, for no apparent reason, and without provocation • A female co-worker, going through a divorce, gets a call from her estranged spouse, and hangs up the phone and tells you “he says he’s coming here to kill me”

  5. What Would You Do If… • A co-worker can’t seem to stay awake, and keeps complaining that her paycheck isn’t enough to make ends meet. • A co-worker returns from lunch daily with a detectable odor of alcohol on his breath

  6. Each Of These Scenarios Are Indicative Of A Potential Incident Of Workplace Violence. • Like every other catastrophic event that we have faced (mass casualties, staffing shortages, lack of supplies, fires, loss of utilities, etc.) episodes of Workplace Violence tax our resources, place our people at risk, and jeopardize our ability to care for those who need us most.

  7. Incidents of Workplace Violence are equally catastrophic in nature, but can be avoided, if we understand the issues, and know what to look for.

  8. The Impact of Violence in the Workplace • Nearly 1/3 of all Americans are victims of crime each year • 3 people die of violent acts in the workplace everyday • 90% - 95% of acts of violence are against women • Workplace violence is the leading cause of female deaths in the workplace

  9. Facts • 43% of healthcare managers have reported a violent incident in their workplace in the last 3 years. • 25% of healthcare workers have experienced acts of Workplace Violenceagainst them. • Violence in the workplace is the #1 security threat. • Approximately 900 deaths and 1.7 million non fatal assaults occur in the work place a year. • 15% of all work-related fatalities that occurred in the US in 2007 were due to violent acts.

  10. Always Remember Incidents of Workplace Violence can be avoided, if we understand the issues and know what to look for.

  11. What Constitutes Workplace Violence? In simplest terms: Any incident in which an employer or employee is threatened, intimidated, physically or verbally attacked, harassed, injured or killed

  12. PREVENTING WORKPLACE VIOLENCE THE GOLDEN RULE: IN EVERY HEALTHCARE FACILITY, THE RISK OF VIOLENCE SHOULD ALWAYS BE RECOGNIZED, BUT CAN ALWAYS BE AVOIDED OR MITIGATED THROUGH PREPARATION

  13. Responding To A Violent Situation To increase safety and lessen your chances of being injured, follow some simple guidelines: • Limit physical interventions • Use adequate number of staff • Develop and train Emergency Response Teams • Provide training to all employees • Train using role playing, situations, and mock drills

  14. Characteristics of the Potentially Violent Person Male Caucasian Working Age • 80%Probability • 75% Probability • 90% Probability

  15. Characteristics of the Potentially Violent Person 90% Will Display One Or More Of The Following Pathological Blaming Depression Personality Disorder History of Violence

  16. Characteristics of the Potentially Violent Person 90% Will Display One Or More Of The Following Erotomania Interest in weapons Chemical Dependence Alcohol dependence

  17. Characteristics of the Potentially Violent Person 90% Will Display One Or More Of The Following Elevated Frustration Levels Impaired Neuro Functions Evidence of Psychosis

  18. Recognizing and Avoiding Potentially Violent Behavior The Aggression Continuum: Six Steps from Calm to Violent

  19. The Aggression Continuum The continuum can best be thought of as a six foot step ladder. The closer the aggressor gets to the top rung, the more likely the risk of violent behavior.

  20. The Aggression Continuum Remember what the sticker on the top step says: DANGER Do Not Stand Here

  21. The Aggression Continuum STEP 1: the Person is Calm • Calm

  22. The Aggression Continuum Step 1: Calm and Non-Threatening • Persons Action: • Presents In A Calm Manner • Not Agitated • Presence Is Not Threatening • Is Just “Another Person Functioning In Society”

  23. The Aggression Continuum Step 1: Calm and Non-Threatening • Your Response: • Respect Person Dignity • Listen to Person Concerns • Be Compassionate and Caring • Focus on Persons Needs

  24. The Aggression Continuum STEP 2: the Person is VerballyAgitated • Verbally Agitated • Calm

  25. The Aggression Continuum Step 2: Verbally Agitated • Persons Actions: • person expresses verbal anger • the anger is not directed at any specific person or object • the person is no threat to you

  26. The Aggression Continuum Step 2: Verbally Agitated • Your Response: • Listen To The Person • Respect The Person • Save The Person’s Self Esteem • DO NOT Give Orders

  27. The Aggression Continuum STEP 3: the Person is VerballyHostile • Verbally Hostile • Verbally Agitated • Calm

  28. The Aggression Continuum Step 3: Verbally Hostile • Persons Actions: • behaviors very similar to being “verbally agitated” • person is oblivious to efforts to calm him

  29. The Aggression Continuum Step 3: Verbally Hostile • Your Response: • Maintain non-threatening body posture • Respect the “personal zone” • Allow the person to vent anger • Keep your instructions minimal

  30. The Aggression Continuum STEP 4: the Person is VerballyThreatening • Verbally Threatening • Verbally Hostile • Verbally Agitated • Calm

  31. The Aggression Continuum Step 4: Verbally Threatening • Persons Actions: • Begins to focus anger on specific person(s) • Makes demands for action • Makes threats of consequences if demands are not met

  32. The Aggression Continuum Step 4: Verbally Threatening • Your Response: • Maintain eye contact • Avoid cornering the person • Give person options • ANTICIPATE VIOLENCE

  33. CORNERING To corner the person means totrapthe person. To remember the dangerous methods of cornering, remember the acronym C-A-P-E: C - Contact Cornering A - Angular Cornering P - Psychological Cornering E - Exit Cornering

  34. The Aggression Continuum STEP 5: the Person is PhysicallyThreatening • Physically Threatening • Verbally Threatening • Verbally Hostile • Verbally Agitated • Calm

  35. The Aggression Continuum Step 5: Physically Threatening • Persons Actions: • Takes stance that suggests violence • May scan area for potential weapons • May make aggressive moves against you

  36. The Aggression Continuum Step 5: Physically Threatening • Your Response: • Must recognize this is the critical point • Maintain defensive posture • Look for strong side/weak side indicators • Be prepared for physical attack

  37. The Aggression Continuum • Physically Violent STEP 6: the Person is PhysicallyViolent • Physically Threatening • Verbally Threatening • Verbally Hostile • Verbally Agitated • Calm

  38. The Aggression Continuum Step 6: Physically Violent • Persons Actions: • Physically attacks you in some form

  39. The Aggression Continuum Step 6: Physically Violent • Your Response: • Change to self defense/survival mode

  40. Additional Key Points Watch for non-verbal clues : • Sudden Movements Toward You • Tightening Of Small And Large Muscle Groups • Twitching Of Facial Muscles • Darting Eye Movements • Fixed Staring

  41. Additional Key Points Watch for non-verbal clues : • Glancing For Weapons • Shifting Balance • Raised Voice Pitch And Increased Volume • Changing Stances • Increased Breathing Rate

  42. The DON’T List of Aggression Management • DON’TGive Orders Instead Of Choices • DON’TProject A “Don’t Give A Damn” Attitude • DON’TOver Stare • DON’T Make Threats Or Lie To The Individual • DON’TArgue • DON’TTurn Your Back Or Walk Away • DON’TBecome Emotional • DON’TCorner The Individual, Or Invade His Space

  43. The DO List of Aggression Management • DOMonitor Your Own Status • DODemonstrate Self Confidence • DOStay Calm And Relaxed • DOKeep Voice Pitch/Volume Down • DOOffer Honest Options • DOAllow Individual To Make Choices • DOAllow Individual To Save Self Esteem • DOMaintain Safe Personal Distance • DO Position Yourself On Individuals Weak Side • Do Take Your Time

  44. Strong Side / Weak Side Indicators • Most Men Carry Pens/Pencils/Cigarettes on Weak Side • Most Men Carry Their Wallets On The Strong Side • The Tip Of The Belt Usually Points To The Weak Side • Most Women Carry Purse Over Strong Side Shoulder • Most Men Part Their Hair On The Weak Side

  45. Strong Side / Weak Side Indicators • Most People Wear Their Watch On The Weak Side • Most People Stand With Strong Side Shoulder Dipped Lower • Most People Will Stand With Weak Side Foot Forward • Most People Carry Pagers, Phones, Etc. On Strong Side

  46. Ten De-Escalants To Apply 1. Commitment To Outcome 2. Pay Attention 3. Know The Aggression Continuum 4. Assessing The Cause 5. Avoid Ego Battles

  47. Ten De-Escalants To Apply 6. Monitor Status 7. Monitor The Environment 8. Offer Options / Choices 9. Avoid Cornering – I.E. C.A.P.E 10. Establish Leadership (Who’s In Charge)

  48. Responding to Potentially Violent Incidents THE BUDDY SYSTEM: When responding to a situation that you know may become violent or involve aggressive behavior, always use a buddy system. A minimum of two people, but 3 or more is even safer.

  49. Triangle Approach Back Up #1 Back Up #2 Aggressor In Charge

  50. Triangle Approach Back Up #1 Back Up #2 Aggressor In Charge