Empathic De-escalation for Handling Mental Health Issues in the Workplace

Reduce stigma around mental and behavioral health in the workplace through education. Understand behaviors as forms of communication and learn de-escalation techniques. Manage responses, establish rapport, and use non-judgmental approaches to address escalating situations effectively.

• Mental Health
• Workplace
• De-escalation
• Stigma Reduction
• Communication

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1. EMPATHIC DE-ESCALATION SERVING PERSONS WITH MENTAL/BEHAVIORAL CONDITIONS Chestnut Hill Business Association

2. OBJECTIVES Decrease stigma of mental/behavioral health by providing education to local business community on how to handle mental health issues in the work place. Understand behavior escalation. Learn ways to de-escalate a situations when interacting with a person with Mental/Behavioral Health issues.

3. All behavior is a form of communication, and escalating behavior is the communication of increasing distress.What if, instead of seeing a person as challenging, you view them as a person in distress? Think of their words and actions as the communication of that distress.Fear and anxiety play a large role in a person s escalating behaviors. It s important to consider the reasons why a person s behavior may escalate (CPI, 2020) INTRODUCTION

4. WHAT CAN I DO TO DECREASE CHANCES OF BEHAVIOR ESCALATING? Mange your response, what you say and do can control the outcome of the interaction. Do your best to act as a helper by assisting them in locating the item or service that they need. Establish a rapport with them, you can ask them their name and introduce yourself. Note: If the person is delusional, avoid trying to correct their hallucinations, this may cause her or him to become agitated. Try bringing their attention back to the product or service in question. If possible, avoid drawing attention to someone who is displaying signs of a mental health condition as it may make matters worse

5. UNDERSTANDING BEHAVIOR ESCALATION Customer Merchant Response Body language Body language, relaxed, hands in view.. Tone & volume of voice Tone & volume of voice Level of escalation Anxiety: Tense posture, Pacing, etc Defensive: Screaming, etc Risk Behavior: Throwing things, physical Empathic, non-judgmental Directive Safety precaution

6. Personal Space (protective barrier) WHAT IF Team Approach Do not argue, threaten, or try to rationalize BEHAVIORS ARE ESCALATING?

7. BREATHING THROUGH IT Mindfulness Calming breathe Phone a friend

8. RESOURCES https://dbhids.org/community/public-education-training/healthy-minds- philly/mental-health-first-aid-mhfa/ https://www.youtube.com/watch?v=DoS4FbjuOj8 https://healthymindsphilly.org/mhfa/ https://youtu.be/rkZl2gsLUp4

9. REFERENCE Crisis Prevention Institute (U.S.). (2020). CPI Nonviolent crisis intervention training 2nd edition. Brookfield, WI: The Institute.