Elements and Performance Criteria
- 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 which focus the attention and concentration of the person in controlled directions
- Use communication strategies which provide clear instructions and options aimed at reducing escalation of reaction
- Use communication methods which engage the person in positive responses
- Use non-verbal messages and body language which 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
- Select language which is neutral and avoids provocation and aggressive messages
- 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
- Select defensive control tactics appropriate for the nature of the threat and the degree of risk
- Select defensive control tactics which are designed to protect the safety and welfare of all involved
- Use physically restraint in a manner which is proportional to the risk and which minimises injury and loss of human dignity
- Use restraint according to the policies and procedures of the organisation
- Use verbal strategies to de-escalate tensions and re-establish personal interaction
- Use search and isolation to remove any remaining risks and maintain safety and security of those involved
- Consult and take advice from specialist support and advisers