Crisis Cycle, Staff Splitting & Diversity

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Crisis Cycle, Staff Splitting & Diversity

  1. 1. Crisis Communication Macheo Payne Lincoln Child Center 2011 New Hire Orientation
  2. 2. Opening 1. When have you lost control of your emotions? 2. How did you cope with it? 3. Do you have any mechanism in place to prevent it from happening again? New Hire Orientation
  3. 3. <ul><li>Training Goals </li></ul><ul><li>Review and discuss the crisis communication protocol </li></ul><ul><li>Self reflect on how to manage oneself in a crisis </li></ul><ul><li>Generate questions, comments, reflections </li></ul>New Hire Orientation
  4. 4. New Hire Orientation <ul><li>Crisis Communication </li></ul><ul><li>Crisis communication is the reasonable response to a situation in which a threat of minor physical injury is present, with the client in close proximity, but without actual physical contact. </li></ul><ul><li>The goal is to shortcut the stress cycle or de-escalate the threat by matching our response to the level of dangerousness presented by client behavior and preserving the dignity of clients and staff during crisis communication. </li></ul>
  5. 5. New Hire Orientation <ul><li>General Principles </li></ul><ul><ul><ul><li>Self control enables critical thinking </li></ul></ul></ul><ul><ul><ul><li>Assessment comes before action </li></ul></ul></ul><ul><ul><ul><li>Communication keeps the door open </li></ul></ul></ul><ul><ul><ul><li>The rule of five </li></ul></ul></ul><ul><ul><ul><li>Patience pays </li></ul></ul></ul><ul><ul><ul><li>Expect the unexpected </li></ul></ul></ul>
  6. 6. New Hire Orientation <ul><li>The Stress Model </li></ul><ul><li>Phase I: The “event” </li></ul><ul><li>Phase II: Escalation </li></ul><ul><li>Phase III: Crisis </li></ul><ul><li>Phase IV: De-escalation/Recovery </li></ul><ul><li>Post-crisis depression </li></ul>
  7. 7. New Hire Orientation <ul><li>Recognition and Response </li></ul><ul><li>“ The common knowledge model” </li></ul><ul><ul><ul><li>Fear </li></ul></ul></ul><ul><ul><ul><li>Frustration </li></ul></ul></ul>
  8. 8. New Hire Orientation <ul><li>Fear </li></ul><ul><li>Threat of physical or emotional safety </li></ul><ul><li>When basic needs are not met or threatened to be taken away. </li></ul><ul><ul><li>Bullied </li></ul></ul><ul><ul><li>Insulted </li></ul></ul><ul><ul><li>Threatened </li></ul></ul><ul><li>Frustration </li></ul><ul><ul><li>Needs not met </li></ul></ul><ul><ul><ul><li>Hungry, tired </li></ul></ul></ul><ul><ul><li>Temperament </li></ul></ul><ul><ul><ul><li>Mood </li></ul></ul></ul><ul><ul><ul><li>Sensitivity </li></ul></ul></ul><ul><ul><ul><li>Reactive </li></ul></ul></ul><ul><ul><ul><li>Aroused </li></ul></ul></ul><ul><ul><ul><li>Unsettled </li></ul></ul></ul><ul><ul><ul><li>Not grounded </li></ul></ul></ul>Respondent Behavior
  9. 9. New Hire Orientation <ul><ul><ul><ul><ul><li>What does Fear look or sound like? </li></ul></ul></ul></ul></ul><ul><li>Visual Signs </li></ul><ul><ul><li>Posture </li></ul></ul><ul><ul><li>Skin tone </li></ul></ul><ul><ul><li>Facial expression </li></ul></ul><ul><li>Auditory Signs </li></ul><ul><ul><li>Voice quality </li></ul></ul><ul><ul><li>Breathing </li></ul></ul>
  10. 10. New Hire Orientation <ul><li>Posture </li></ul><ul><li>Gestures </li></ul><ul><li>Position </li></ul><ul><li>Voice </li></ul><ul><li>Speech content </li></ul><ul><li>Eye contact </li></ul><ul><li>Physical contact </li></ul><ul><li>Don’t laugh </li></ul><ul><li>Don’t get angry or visibly frustrated </li></ul>Reducing Threat
  11. 11. New Hire Orientation <ul><ul><ul><ul><ul><li>What does Frustration look or sound like? </li></ul></ul></ul></ul></ul><ul><li>Visual Signs </li></ul><ul><ul><li>Posture </li></ul></ul><ul><ul><li>Skin tone </li></ul></ul><ul><ul><li>Facial expression </li></ul></ul><ul><li>Auditory Signs </li></ul><ul><ul><li>Voice quality </li></ul></ul><ul><ul><li>Breathing </li></ul></ul>
  12. 12. New Hire Orientation Lending Control <ul><li>Posture </li></ul><ul><li>Gestures </li></ul><ul><li>Position </li></ul><ul><li>Voice </li></ul><ul><li>Speech content </li></ul><ul><li>Eye contact </li></ul><ul><li>Physical contact </li></ul><ul><li>Reassure but don’t minimize </li></ul>
  13. 13. New Hire Orientation <ul><ul><ul><li>B.I.R.P. </li></ul></ul></ul><ul><li>Behavior </li></ul><ul><li>Intervention </li></ul><ul><li>Response </li></ul><ul><li>Plan </li></ul>
  14. 14. New Hire Orientation BEHAVIOR (strength or hidden strength) Client presented (agitated, calm, cheerful, anxious, frustrated, aggressive, passively, etc.)   Client appeared (sad, angry, frustrated, disturbed, depressed, detached, aggressive, passive, etc.)   Client interacted (with peers, with staff, verbally, nonverbally, etc.)   Client engaged (appropriately, inappropriately, with assignment, with work, with peer, with staff, etc.)   Clients demeanor was (withdrawn, defiant, respectful, engaged, absent, etc.)   Client showed (focus, frustration, annoyance, ability to focus, lack of ability to focus, ect.)   Client arrived (and showed, and began, and presented, and immediately, and slowly, etc.)  
  15. 15. New Hire Orientation INTERVENTION Staff: responded presented choices presented options reflected client behavior reality tested client encouraged client modeled appropriate response or behavior offered assistance used nonverbal cue used verbal cue redirected interpreted outlined consequences assisted client by refocused client by Reframed calmed client Reiterated Guided walked client through (figuratively walked) gave feedback processed with client Explained Began Assisted Intervened Praised offered choices
  16. 16. New Hire Orientation RESPONSE   Client: continued or stopped acknowledged or didn’t acknowledge responded or didn’t respond or ignored reflected expressed withheld or allowed withdrew or engaged reisisted or complied opened up or remained closed - processed or had difficulty processing waited or immediately began proceeded with began to appeared to or didn’t appear to requested cooperated or didn’t cooperate needed or didn’t need explained or was unable to explain had difficulty or easily was able or unable
  17. 17. New Hire Orientation Plan Staff will - continue to follow up - use a different approach - explore with client - follow up with client , therapist, teacher, staff - brainstorm strategies , techniques - check in with client later in the day - check with staff for a more appropriate/effective intervention - observe client for the rest of the class - find alternative ways to engage client - remind client of the agreements - praise client for improved behavior - talk to parent/teacher/other staff about the incident - continue the conversation at a later time - be available if client wants to talk
  18. 18. More Interventions… Staff congratulated client on… Staff commended client for… Staff reminded client about… Staff continued to observe client… Staff summarized main points with client… Staff checked for understanding by asking client… Staff concluded with client.. Staff recapped with client… Staff reflected back to client what they were saying… Staff encouraged client… Staff complimented client… Staff validated client’s feelings… Staff affirmed client’s view… Staff reflected clients perspective… Staff articulated the clients viewpoint or perspective back to client… Staff refocused client on the goal… Staff remained neutral… Staff confronted client about actions… Staff reality tested by restating what happened neutrally… Staff projected a positive outcome for the client… Staff verbalized a positive goal/outcome… Staff found common ground with client… Staff offered opposing perspective of client… Staff countered clients interpretation of what happened… Staff verified clients goal in the interaction… Staff stated the goal of the interaction… Staff built a rapport with client… Staff restated what the client said… Staff repeated what the client said… Staff offered choices/options for the client… Staff reminded client of choices/options… Staff outlined consequences… Staff maintained contact with client… Staff remained in close proximity with client… Staff continued to monitor client… Staff maintained close proximity… Staff left space open for client to respond… Staff established facts… Staff delineated facts from perceptions… Staff separated facts from perceptions… Staff intervened in clients line of reasoning to… Staff restated the goal of the interaction…
  19. 19. New Hire Orientation Plan Staff will - continue to follow up - use a different approach - explore with client - follow up with client , therapist, teacher, staff - brainstorm strategies , techniques - check in with client later in the day - check with staff for a more appropriate/effective intervention - observe client for the rest of the class - find alternative ways to engage client - remind client of the agreements - praise client for improved behavior - talk to parent/teacher/other staff about the incident - continue the conversation at a later time - be available if client wants to talk
  20. 20. More Interventions… Staff congratulated client on… Staff commended client for… Staff reminded client about… Staff continued to observe client… Staff summarized main points with client… Staff checked for understanding by asking client… Staff concluded with client.. Staff recapped with client… Staff reflected back to client what they were saying…
  21. 21. More Interventions… Staff encouraged client… Staff complimented client… Staff validated client’s feelings… Staff affirmed client’s view… Staff reflected clients perspective… Staff articulated the clients viewpoint or perspective back to client… Staff refocused client on the goal… Staff remained neutral… Staff confronted client about actions… Staff reality tested by restating what happened neutrally…
  22. 22. More Interventions… Staff projected a positive outcome for the client… Staff verbalized a positive goal/outcome… Staff found common ground with client… Staff offered opposing perspective of client… Staff countered clients interpretation of what happened… Staff verified clients goal in the interaction… Staff stated the goal of the interaction… Staff built a rapport with client… Staff restated what the client said… Staff repeated what the client said… Staff offered choices/options for the client…
  23. 23. More Interventions… Staff reminded client of choices/options… Staff outlined consequences… Staff maintained contact with client… Staff remained in close proximity with client… Staff continued to monitor client… Staff maintained close proximity… Staff left space open for client to respond… Staff established facts… Staff delineated facts from perceptions… Staff separated facts from perceptions… Staff intervened in clients line of reasoning to… Staff restated the goal of the interaction…
  24. 24. New Hire Orientation Role Play Each person come up with 1 or 2 situations with youth that went bad and were not resolved Role play the situation as it went down: the wrong way Then role play the situation using the strategies to get a different outcome
  25. 25. New Hire Orientation Staff Splitting The 5 forms of Staff Splitting: 1. The Direct, Qualitative Compliment 2. The Indirect-Comparison Compliment 3. Role Reversal 4. Student/Staff Camaraderie “Us against “Them” 5. “Mrs. Smith Doesn’t Say Anything When I…”
  26. 26. New Hire Orientation <ul><li>Staff Splitting </li></ul><ul><li>The students learn their strategies from us </li></ul><ul><ul><li>Judging without all the facts </li></ul></ul><ul><ul><li>Talking about people behind their backs </li></ul></ul><ul><ul><li>Making comparisons </li></ul></ul><ul><ul><li>Blaming others for our actions </li></ul></ul>
  27. 27. New Hire Orientation <ul><li>Staff Splitting </li></ul><ul><li>Creating the environment </li></ul><ul><ul><li>Develop interpersonal communication skills </li></ul></ul><ul><ul><li>Encourage direct inquiry </li></ul></ul><ul><ul><li>Resist role reversal or gossip </li></ul></ul><ul><ul><li>Give noncomparison compliments </li></ul></ul><ul><ul><li>Agree mutually to point out “staff splitting” behaviors </li></ul></ul>
  28. 28. New Hire Orientation <ul><li>Staff Splitting </li></ul><ul><li>Information Before Judgement </li></ul><ul><ul><li>Ask questions </li></ul></ul><ul><ul><li>Seek information </li></ul></ul><ul><ul><li>Be open for reasonable explinations </li></ul></ul><ul><ul><li>Expect to be missing information </li></ul></ul>
  29. 29. New Hire Orientation <ul><li>Staff Splitting </li></ul><ul><li>The Art of Seeking More Information </li></ul><ul><ul><li>Recognize that being questioned can be perceived as being accusatory </li></ul></ul><ul><ul><li>Describe observations in specific behavioral terms (no words like angry, foolish, unnecessary, needy, manipulative, etc.) </li></ul></ul><ul><ul><li>Acknowledge that because of lack of information you may have drawn an inappropriate conclusion </li></ul></ul><ul><ul><li>Admit if you have formulated judgements </li></ul></ul><ul><ul><li>Acknowledge your own discomfort about the questioning process </li></ul></ul>
  30. 30. New Hire Orientation <ul><li>Diversity: Accepting Difference </li></ul><ul><li>Recognizing Freedoms of Young People </li></ul><ul><ul><li>Gender and Sexual Orientation </li></ul></ul><ul><ul><ul><ul><li>Honor and respect sexual orientation </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Use gender neutral language (no boyfriend, girlfriend) </li></ul></ul></ul></ul><ul><ul><ul><ul><li>When in doubt let them tell you </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Seek consultation </li></ul></ul></ul></ul><ul><ul><li>Religion and Belief </li></ul></ul><ul><ul><ul><ul><li>Encourage their spirituality </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Provide access to information </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Seek consultation </li></ul></ul></ul></ul>
  31. 31. New Hire Orientation <ul><li>Diversity </li></ul><ul><li>Celebrate Difference, Seek Common Ground </li></ul><ul><ul><li>Racism, Sexism, Homophobia exist and are present in the room and in the work. </li></ul></ul><ul><li>Racism exists with or without prejudice. </li></ul><ul><li>Intention is not needed for Racism to exist. Impact and outcome is more relevant and important that process and intent. </li></ul>
  32. 32. New Hire Orientation <ul><li>Diversity </li></ul><ul><li>Celebrate Difference, Seek Common Ground </li></ul><ul><ul><li>Racism, Sexism, Homophobia exist and are present in the room and in the work. </li></ul></ul><ul><ul><li>Sexism is worldwide and has been around as long as men and women. It manifests in a range of interactions including assumed gender roles which are least functional now more than ever. </li></ul></ul>
  33. 33. New Hire Orientation <ul><li>Diversity </li></ul><ul><li>Celebrate Difference, Seek Common Ground </li></ul><ul><ul><li>Racism, Sexism, Homophobia exist and are present in the room and in the work. </li></ul></ul><ul><ul><li>Staff are “Allies” and provide Safe Spaces” for all young people. </li></ul></ul><ul><ul><ul><li>“ Safe Space Allies work to encourage acceptance and appreciation of gay, lesbian, bisexual, transgender, queer, intersex, androgynous and asexual (LGBTQIAA) members of the community.” </li></ul></ul></ul><ul><ul><li>Stereotypes, generalities and assumptions are not functional and perpetuate inequality and oppression </li></ul></ul>
  34. 34. Thank You <ul><li>Questions? </li></ul><ul><li>Comments? </li></ul><ul><li>Reflections? </li></ul><ul><li>Feedback? </li></ul>

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