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Elements and Performance Criteria

1. Use communication to establish control
   • Adopt a position and stance designed to increase control and confidence and minimise provocation and aggressive response.
   • Use communication techniques that focus the attention and concentration of the person in controlled directions.
   • Use communication strategies that provide clear instructions and options aimed at reducing escalation of reaction.
   • Use communication methods that engage the person in positive responses.
   • Use non-verbal messages and body language that avoid provocation and aggressive messages.
   • Use continuous and calming communication to provide distraction and personalised engagement.
   • Defuse negative provocation and confrontation with the use of confident and positive proposals and alternatives.
2. Apply defensive control strategies
   • Observe and monitor people using threatening behaviour, assess all relevant indications for degree and nature of risk.
   • Observe and monitor the environment for factors which will contribute to or moderate the risks identified.
   • Observe and assess the behaviour of people for the cause and potential escalation of aggression.
   • Explain options for cooperation clearly and positively and support them when cooperation is given.
   • Request assistance if available.
   • Select defensive control tactics appropriate for the nature of the threat and the degree of risk.
   • Select defensive control tactics that are designed to protect the safety and welfare of all involved.
   • Use physical restraint or deflection in a manner that is proportional to the risk and which minimises injury and loss of human dignity.
   • Use restraint or deflection according to the policies and procedures of the organisation.
   • Use verbal strategies to de-escalate tensions and re-establish personal interaction.
   • Use search or isolation to remove any remaining risks and maintain safety and security of those involved.
   • Consult and take advice from specialist support and advisers.
   • Provide and maintain records and reports.
3. Use communication to establish control
   • Adopt a position and stance designed to increase control and confidence and minimise provocation and aggressive response.
   • Use communication techniques that focus the attention and concentration of the person in controlled directions.
   • Use communication strategies that provide clear instructions and options aimed at reducing escalation of reaction.
   • Use communication methods that engage the person in positive responses.
   • Use non-verbal messages and body language that avoid provocation and aggressive messages.
   • Use continuous and calming communication to provide distraction and personalised engagement.
   • Defuse negative provocation and confrontation with the use of confident and positive proposals and alternatives.
4. Apply defensive control strategies
   • Observe and monitor people using threatening behaviour, assess all relevant indications for degree and nature of risk.
   • Observe and monitor the environment for factors which will contribute to or moderate the risks identified.
   • Observe and assess the behaviour of people for the cause and potential escalation of aggression.
   • Explain options for cooperation clearly and positively and support them when cooperation is given.
   • Request assistance if available.
   • Select defensive control tactics appropriate for the nature of the threat and the degree of risk.
   • Select defensive control tactics that are designed to protect the safety and welfare of all involved.
   • Use physical restraint or deflection in a manner that is proportional to the risk and which minimises injury and loss of human dignity.
   • Use restraint or deflection according to the policies and procedures of the organisation.
   • Use verbal strategies to de-escalate tensions and re-establish personal interaction.
   • Use search or isolation to remove any remaining risks and maintain safety and security of those involved.
   • Consult and take advice from specialist support and advisers.
   • Provide and maintain records and reports.

Performance Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.

interpreting and estimating level of conflict and degree of risk

using effective communication and negotiation skills, especially under pressure, to calm, distract or change focus

using observation techniques

writing records and reports on incidents

providing warnings and clear directions and instructions

using communication systems to request assistance

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Knowledge Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

legal requirements and organisation’s policies and procedures related to use of force

duty of care

organisation’s delegations, accountability and reporting processes related to critical incidents

principles of effective communication and use of communication techniques under pressure

negotiation techniques

response options that are most effective for the degree and nature of risk

stress management techniques

specialist support

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