How to de-escalate someone
Thank you for watching the 8-minute video on de-escalation by Dr. Christian Conte. As an employee of Pacific Coast Staffing, you are dealing with the public while processing visitors and building residents. You may occasionally run across someone that is presenting as angry and escalated in their behavior. How you manage this person, and the situation can make a difference in preventing a situation from ESCALATING which can be dangerous. We always want our PCS staff to act in a professional, efficient, and SAFE manner while performing the duties of a Desk Clerk. You will be required to pass this quiz before additional shifts can be assigned through PCS.
Name
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First Name
Last Name
Phone Number
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Please enter a valid phone number.
Have you encountered an “angry or out of control” person while on a PCS shift?
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Yes
No
I have not worked a shift for PCS as of today
Validating someone is simply acknowledging how that person feels?
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Yes
No
What is "step 2" in de-escalating someone? (hint: help people find options)
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If a person feels "validated and heard" they are more open to exploring options?
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Yes
No
In "step 3" de-escalating someone is to "Allow for Choice"?
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True
False
The goal of de-escalation is to get around a person's "Fight or Flight" response.
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True
False
I can commit to using these de-escalation techniques presented in the video while working through PCS.
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Yes
No
Signature
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