ecdp0019 - Incident Management (Verbal Intervention)

VERBAL INTERVENTION

FUNCTIONAL COMPETENCIES

Client - Communication Skills

[Oral Communication]

[Non-Verbal Communication]

Response - Enforcing the Law: Incident and Risk Management [Incident Management / Intervention Model]

The following summarizes verbal and non-verbal communication, negotiation, mediation and conflict management skills. All these behaviours may apply to how you carry out a verbal intervention as part of incident management, depending on the nature of the situation.

Aspects to Verbal Intervention

ATTITUDE

Be professional - be prepared and know the facts
Be objective
Be polite
Be respectful of persons and privacy
Be patient
Be encouraging
Be positive
Be prepared to adapt to diverse people's needs and behaviours
Stay calm and manage your emotions
Be helpful
Be open and non-defensive
Be empathetic, not sympathetic

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LISTENING SKILLS

Listen carefully for feelings as well as words
Note body language cues
Listen attentively
Do not interrupt
Keep an open mind

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BASIC COMMUNICATION SKILLS

Create a positive atmosphere, when possible
Let clients get to know you
State who you are and why you are there
Speak clearly, using vocabulary the client will understand
Ask for an interpreter, as required
Advise that you are there to help
If required, set limits that are clear, reasonable and enforceable
Help clients dismiss unfounded worries so that you can address the problem
Smile or use humor appropriately
Allow clients to vent
Do not argue or place blame
Do not accuse, use sarcasm or threaten
Do not give false reassurance
Ask open-ended positive questions, that people are not afraid to answer
Clarify where necessary
Probe to ensure full understanding of the situation. Attempt to get at the reasons for acting out
Paraphrase to ensure your understanding of the client's perspective. Do not interpret or explain what the client feels, said or did
Openly acknowledge differences of opinion
Focus on common ground. Do not get bogged down in differences
Do not judge
Do not send conflicting messages
Have the clients help generate strategies to address the problem
Ask for more than one solution
Focus on solutions, not personalities
Do not pressure clients into quick decisions
Ensure that the pros and cons of options are explored
Summarize to ensure an understanding of your agreement

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NON-VERBAL COMMUNICATION SKILLS

Note your clients' non-verbal cues
Use appropriate gestures
Smile or look in control, as appropriate
Do not frown, shift nervously or finger tap
Allow people an appropriate amount of space
Keep eye contact
Remove your hat, sunglasses, or sit to indicate you are in no hurry, as appropriate
Carry yourself in a manner that conveys professionalism rather than authority.
Use tone indicating a positive attitude, authority, or empathy, as appropriate.
Control the pitch and volume of your voice to demonstrate your calm and control.
Use silence as appropriate.

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NEGOTIATION SKILLS

Separate the people from the problem
Know your best alternative to a negotiated agreement (BATNA)
Clarify interests not positions. Look for common ground
Develop options for mutual gain
Use criteria for legitimacy - Is it fair? Reasonable?
Facilitate good two way communication
Make commitments only at the end of the process.

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MEDIATION TECHNIQUES

Separate the disputants
Tell them to take a few deep breaths, and exhale slowly.
Stay calm, and speak in a calming voice
- state your business and why you are there
Practice Active Listening
- let person(s) vent frustrations
- body language shows you are listening
- do not interrupt unless necessary
Explain that you would like to hear each side of the story
- do not give advice
- do not take sides
- do not solve their problem for them
Establish the ground rules
- listen respectfully
- do not interrupt
Avoid judgement , blame or ridicule. Turn "you" statements into "I" statements.
Help the disputants
- summarize
- clarify
- paraphrase
Encourage the disputants to write down their thoughts to better resolve the problem
Respect the disputants as people

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PERSONAL ANGER MANAGEMENT

Prepared by Dr. J. Singer

Ask yourself the following:

Have I prepared myself by:
- developing a plan of action to maintain a professional and non-antagonistic approach
- avoiding the "Common Thinking Traps" such as;
  - All or Nothing Thinking
  - Mind Reading
  - Emotion Reasoning
  - Jumping to Conclusions
  - Destructive Labeling
  - Magnification

Have I handled "Confrontational Points" by:

not allowing myself to take it personally
defusing the situation
staying in control

Have I coped with my own anger by:

recognizing my body's anger signals (i.e. muscles getting tense)
using my breathing and relaxation techniques to stay in control

After the situation, did I use appropriate techniques to deal with my anger by:

talking to someone
describing the situation using less stressful words
taking a hot bath-shower
distracting myself (music, T.V. etc.)
planning something unconnected to anger
smiling
performing relaxation exercises
doing something physical
doing a good deed for someone
writing positive helpful reminders in a journal

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Revised 2002/03/12