De-escalation

[Mr. Chaple]

I have noticed a few thread here on "Verbal Judo", which I think is a great thing for security proffessionals to concern themselves with. I believe that people skills are second only to observation skills in the security field. I just wanted to share some resources that I have found to be particularly useful

The Art of Fight with-out Fight - Geoff Thompson
Violence, Blunders and Broken Jaws - Marc Macyoung
How to Win Friends and Influence People - Dale Carnegie
How to Read a Person Like a Book - Gerard Nierenberg
The Gentle Art of Verbal Self-Defense - Suzette Elgin

http://ejmas.com/jnc/jncframe.htm

http://www.nononsenseselfdefense.com/psychology.html

http://www.nononsenseselfdefense.com/contol_vs_command.htm

http://www.righteouswarriortemple.org/New%20Folder/freaks.htm

I hope some of these can help a few of you as much as they have helped me.

[Cactus]

I would just like to add this little site I found a couple of days back.

http://synergyinstituteonline.com/article_listing.php?catid=81

[Chucky]

My sister works with special needs folks of all ages and is required to certify in CPI (Crisis Prevention and Intervention) There are times when all the talking in the world won't get through and physical force is needed for a smaller person to take down a much larger one. I think most Hospital security has to cert in this I am thinking of looking into taking this course as another tool in my belt.

http://www.crisisprevention.com/direct/cpihumanservice.asp?gclid=CNPhsJj71I4CFQQjPAoddAiL-A

[JSam21]

We are CPI certed along with the Verbal Judo, PPCT, ASP, and NIMS.

[john_harrington]

Here is another one

http://www.personalsafetytraining.com/moab.php

[SecTrainer]

Here is another one

http://www.personalsafetytraining.com/moab.php

MOAB (management of aggressive behavior) is an EXCELLENT program. Not cheap, but worth it, IMHO.

[john_harrington]

Sec Trainer, You are correct!

I had 2 people from my firm certified as MOAB trainers. They really got a lot out of it and it has been received well by most clients.

[SecTrainer]

Sec Trainer, You are correct!

I had 2 people from my firm certified as MOAB trainers. They really got a lot out of it and it has been received well by most clients.

When I did LE "administrative" investigations many years ago, there was very little in the way of awareness, let alone formal training, in methods of situation control such as we see now with "verbal judo", MOAB, etc.

And yet, intuitively, we knew that there had to be certain principles at work in confrontational situations because we could almost always predict the ultimate outcome just by analyzing the very first few seconds of officer contact with the citizen. We just didn't have good ways to translate this knowledge into officer skills.

Now we do have these methods, and every officer - public or private - should receive basic training in how your behavior and approach can establish - or lose - control of most situations, as well as skills in least-violent methods of dealing with the ones that get out of hand.

[NRM_Oz]

A Mentor

I was fortunate to work alongside a former Police Trained Hostage Negotiator who during our duties would conduct his own training with us on scenarios. How to assess a psyche of someone, how to assess their environment, what is their next move, what can set them off, what can be done to contain their anger, what can be achieved if you play chess and lose a rook to gain a knight ?

[crankloud]

One of our policies

ZERO TOLERANCE FOR AGRESSION POLICY
Policy Number: TG.05.012
4.0 BACKGROUND
The NSW Health Taskforce on the Prevention and Management of Violence in the Health Workplace has adopted a zero tolerance response to all forms of violence by any person towards any other person on health service premises, or towards any NSW Health staff working in the community. Circular 2003/48 Zero Tolerance Response to Violence in the NSW Health Workplace and Circular 2003/50 NSW Health Training Program A Safer Place to Work: Preventing and Managing Violent Behaviour in the Health Workplace have been developed for implementation by all Health Services and gives practical guidance in the requirements as expected by the Department.

---- recognizes the impact that violence has on the provision of health services and the staff who provides and manages the delivery of these services. It is this recognition that drives the support and momentum of to implement a Zero Tolerance approach to workplace violence. In order for the--- zero tolerance response to be successful, every manager and staff member needs to recognise and acknowledge that violence is unacceptable and that NSW Health is committed to addressing this issue. Crucial to the success of creating a zero tolerance culture is the active elimination of internal violence and bullying. It is very difficult for staff to take the zero tolerance response to violence seriously if internal violence and bullying is ignored. All Executive and Departmental Managers are to actively implement the NSW Health circular 2001/109 Joint Management and Employee Association Policy Statement on Bullying, Harassment and Discrimination.

5.0 APPRORIATE RESPONSE ACTIONS
In order for ---- to comply with the requirements of Circular 2003/48 Zero Tolerance Response to Violence in the NSW Health Workplace there is a requirement to plan for and maintain an environment that promotes security for staff. This is known as crime prevention through environmental design. This will include ensuring:
• Adequate means of access control
• Appropriate signage indicating the Zero Tolerance Approach.
• Camera surveillance and design, which allows for natural surveillance to occur.
• Systems which provide information to clients so as to reduce the likelihood of patients and visitors exerting frustration towards staff due to issues such as wait times.
• Adequate lighting
• Immediate short term response options are available to staff, and
• Long terms options are assessed and implemented.

For further guidance on crime prevention strategies please refer to chapter 7 of Circular 2003/48 Zero Tolerance Response to Violence in the NSW Health Workplace frame work and policy guidelines.

The Aggressive Patient Risk Assessment and Control Plan (Appendix 1) can be utilized to consider options for patient care, which includes a log sheet for identifying trends in episodes. An transport risk assessment and control sheet is also provided for guidance in Appendix 2.

6.1 IMMEDIATE SHORT TERM RESPONSE OPTIONS AVAILABLE TO STAFF.
• Issue a verbal warning (violent patient or visitor)
• Using verbal de-escalation and distraction techniques
• Seeking support form other staff
• Requesting the aggressor leave
• Requesting review by a clinician
• Retreat to a safer area
• Utilising NSW Health clinical restraint policies as appropriate
• Utilising NSW sedation policies as appropriate
• Negotiating conditional treatment, or determining inability to treat under the current circumstances
• Initiating internal emergency response in line with local protocols, eg security, duress response team
• Initiating external emergency response in line with local protocols, eg external security services, police

6.2 LONG TERM RESPONSE OPTIONS
• Formal patient management plans. The ---------- or --------- staff may assist with developing plan. Refer to the Clinical Reference Manual.
• Written warnings
• Conditional patient treatment agreements
• Exclusion from visits
• Conditional visiting rights
• Patients alerts
• Alternative treatment arrangements
• Formal recognition of inability to treat in certain circumstances
• Apprehended violence orders (AVO’s) to protect staff
• Request police attend to investigate any criminal charges.

6.3 POST INCIDENT RESPONSE
• Post incident support
• Incident reporting
• Incident investigation
• Operational review and debrief

6.4 LEGAL OPTIONS

Staff members who are victims of work related violence must have confidence in the legal justice systems. Staff is to be supported by management during the legal process. The legal options available following serious threat, attempted and actual violence include:

• Requesting police to investigate to proceed with Criminal Charges
• Requesting the police or Magistrate to issue an Apprehended Violence Order AVO

7.0 RESPONSIBILITIES

7.1 MANAGERS

Managers are responsible for ensuring that staff are appropriately trained (attend zero tolerance training) and equipped to enable them to respond promptly, consistently and appropriately to effectively manage violent incidents if they do occur, and as far as possible, to prevent their recurrence.

Managers must know and exercise their responsibilities in relation to preventing and managing violence, and encourage and support appropriate staff responses consistent with the NSW Health Department Zero Tolerance Policy.

7.2 EMPLOYEES

Staff must comply with local violence prevention policies and strategies, report all violent incidents, know their options when confronted with violence, exercise them consistently and know that they will be appropriately supported in doing so.

Adherence to the Code of Conduct will ensure professional behaviour, which may deter aggression occurring along with effective use of verbal tactics and body language.

Staff must attend zero tolerance training as rostered.

8.0 TRAINING

• All staff must attend module 1 (1 day) and module 2 for high-risk staff (incorporated into day 1.)
• All mangers must attend the Module 3 training course.
Other clinical training sessions may include Dealing with Challenging Behaviours.
• Training sessions are advertised and coordinated by the Learning and Development Department.


9.0 PREVENTION

The OHS Manager and the Security Team Leader will undertake a Security Audit annually in accordance using the Security Continuous Improvement Program and Security Improvement Assessment Tool. A report will be provided to Executive and the OHS Committee.

A review of security incidents as they arise will also be used to identify opportunities for improvement.


11.0 EVALUATION

This policy will be evaluated by
• Monitoring the implementation of the NSW Health Workplace and Circular 2003/50 NSW Health Training Program A Safer Place to Work
• Ensuring Learning and Development offer three (3) of the above training sessions per year.
• Monitoring of the reporting of aggression incidents on site and evaluating preventative actions put in place.

A report will be provided to the OHS Committee in February of each year regarding the monitoring and evaluation of the Zero Tolerance Program.

Edited for privacy reasons

[crankloud]

policy part 2 (damn 10000 character limit)

Mental Health Patient Transport Risk Control Plan
Dept: ……………………………………………………….
Patient Name
MRN:
Date …..../…..../….…
Form to be completed by the Nurse in charge in consultation with treatment team Appendix 2. Mental Health Transport Risk Control Plan

REASON FOR TRANSPORT: __________________________________________________ ___________________

VOLUNTARY OR INVOLUNTARY: __________________________________________________ ________________

TRANSPORT FROM: __________________________TRANSPORT TO: ____________________________________

APPROXIMATE LENGTH OF JOURNEY (TIME): ________________________________________

OPTIONS FOR TRANPSORT NOTE FOR HIGH RISK PATIENTS POLICE ESCORT WILL BE REQUIRED. ALL PATIENTS UNDER THE MENTAL HEALTH ACT REQUIRE SECURITY OFFICER(S)
 Ambulance
 Patient transport Vehicle
 Hospital Vehicle
 Police Vehicle
 Security Officer escort ( please circle 1 or 2)  Police escort  Nurse escort  Driver

CURRENT MENTAL STATE
 Delirium  Withdrawal  Acute psychosis  Intoxication  Stable

Physical Health: __________________________________________________ __________________________

Current Medication: __________________________________________________ _______________________
__________________________________________________ _________________________________________

RISK  Absconding  To self  Risk to others  Verbal Aggression  Physical Aggression
RISK CONTROL
Chemical Restraint  Yes Drug/dose/ time __________________________________________________
 No
 For further medication the medication chart is to be taken with the patient.
Physical Restraint
 No
 Yes. Where restraint is used the Physical restraint Intervention and Observation record is to be completed.

Further patient needs
 Meals  Toileting  Drinking water  Book/Magazine  NRT

TRANSPORT PROCEDURES
 Checklist completed
 Mobile telephone
 Cab vouchers as required
 Minimum 2 staff
 To reduce need to stop during transport the vehicle is to be full of fuel and vehicle mechanically sound.
 Patient to sit in the back seat behind front passenger
 Child locks on doors and window locks on
 Staff members sits in back next to patient behind driver
 Seat belts applied
 Staff call hospital supervisor when leaving hospital with ETA
 Staff call hospital supervisor on arrival
 Physical and chemical restraint applied as ordered by Medical Officer
 On return trip inform the hospital supervisor of ETA

[SecTrainer]

As admirable as the objectives of "zero tolerance" policies usually are, there have been some real problems with such policies from a legal standpoint. For starters, such policies tend to paint the organization into a corner with respect to the ability to exercise different options in addressing what will undoubtedly be a wide variety of incidents...or else, if the organization strays one millimeter away from its ZTP, it becomes liable for all kinds of lawsuits resulting from "differential" or "preferential" treatment. ZTP's have led companies into the trap of having to fire people for relatively minor offenses that only "technically" meet certain criteria, or be liable to lawsuit by others who have been fired.

Someone (preferably corporate counsel) might want to research this question in relationship to case law that would be applicable to your legal system.

[NRM_Oz]

Agreed - there has to be SOME scope for minor infractions and the number of unfair dismissal cases in our Industrial Relations Courts is growing through aggressive HR zealots.

As I learnt from the early years of security that a bit of BS chat with a mental health patient, an alcohol or drug affected person or just someon who has lost mental / emotional control can go along way. They go home safe and you get to go home to your loved ones. Here is a classic example:

In 1998 7 Casino Security Thugs in Sydney, Australia, pounced on an agressive / intoxicated large male as he was being escorted from the premises with his equally agressive brother. His death resulted from affixia where his arms and legs were pinned behind his back as his chest was forced into the concrete floor and eventually stopped breathing. The victim was aggressive, smart mouth, intoxicated and creating a scene as he was escorted out but as when they reached the foyer, a huge fight broke out and something like 20 security thugs were now involved with CCTV showing some of the thugs, ripping their ties and jackets off to join in the fight 1 clown dancing like a boxer and about 7 idiots on top of the victim. It was a day I was ashamed to be part of the security industry in my state.

Here is a brief news article of a settlement last year.

http://www.smh.com.au/news/national/casino-death-deal-struck/2006/10/25/1161743790196.html

[Maelstrom]

I remember the Star City Casino Incident, that combined with certain events in Victorian nightclubs led to the alteration of physical combative technique training (primarily the removal of bladed stance) for unarmed SOs here

Personally, I'm against any workplace policy that restricts options when endeavouring to provide/maintain a safe work place...

[NRM_Oz]

"Bladed stances" ? As Pauline would say ........ "please explain ?"

Should this include meatheads on `roids wearing their skin tight sisters t-shirts with a mobile phone stuck to their ears whilst they earn their $15.00 an hour flat rate on a door with equally intelligent other special ed employees ?