CRISIS MANAGEMENT

“THE ART OF SETTING LIMITS”

Taken From: Crisis Prevention Institute, Inc., Video Education

TAKE CONTROL OF THE SITUATION This comes from having confidence

Set limits and stay within those limits (i.e. “I will allow you to walk to the bathroom if you will provide a urine sample”)

DEVELOP CONFIDENCE Avoid power struggles

Set clear and enforceable limits

Sharpen your listening skills

NON-COMPLIANT BEHAVIOR Reasons patient’s choose to be non-

compliant

Frustration

Attention Seeking

Authority Testing

RECOGNIZE AND INTERVENE De-escalate…do not add to it (“never let

them see you sweat”)

If handled inappropriately scenarios will escalate more rapidly

Set limits early in the situation

THEIR PERCEPTION Losing control will not allow the patient

to receiving information in a rational manner

Loss of control initiates a primitive form of communication and leads to lack of control-they will not process information correctly

BODY LANGUAGE Be conscious of your body language and

verbal tones

Avoid personal power struggles (don’t let them get to you)

Establish clear and enforceable limits and reinforce the consequences if they are not met (i.e. if they did not give the urine sample the first time they are no longer allowed to walk to the restroom)

POWER STRUGGLES Are emotional land minds The individual is testing you They want to see if you are in control Do not get caught defending your

authority Limits are never effective if they are

exaggerated (i.e. if you do not provide this urine sample we will have to restrain you)

BUTTON PUSHING This is something stated at a target

regarding a personal issue

Do not allow the negative behavior to shift your control

THREATS AND ULTIMATUMS Do not back yourself into a corner when

you cannot enforce a limit that you have set.

Think about the limits you set before you relay them to the patient

MYTHS I can make someone choose the

appropriate behavior By setting limits I put myself in a

position to enforce the behavior I am responsible for the person’s

behavior When setting a limit I must strictly

adhere to it Individuals who set successful limits get

others to listen to them If I do not gain compliance I have failed

TO SET LIMITS Explain exactly what behavior is

inappropriate Explain why the behavior is inappropriate Give the choices and consequences and

present the consequences as a choice always stating the positive choice first

Allow reasonable time to decide Follow through and enforce the

consequences regardless of which is chosen Remember that limit setting is an ongoing

process

LISTENING PITFALLS Listening is an active process Do not assume the end result Recognize when you are being prejudice Give them your full attention No advice giving

CARE C concentrate-give them your

attention A acknowledge-make eye contact,

nod your head R respond and avoid judgment E give empathy and listen to their

point of view

RECAP Be confident Avoid personal power struggles Develop strategies BEFORE you need

them Sharpen your listening skills

THE VIDEO The video is on loan from Behavioral

Health but if you would like to view it please contact me. The video is approximately 40 minutes in length and will have to be viewed in the classroom/conference room.