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7. Do not touch - even if some touching is generally culturally appropriate and <br />usual in your setting. Cognitive dysfunction in agitated people allow for easy <br />misinterpretation of physical contact as hostile or threatening' <br />8. Keep hands out of your pockets, up and available to protect yourself. lt also <br />demonstrates non-verbal ally, that you do not have a concealed weapon. <br />9. Do not argue or try to convince. lnstead, give choices i'e. empower. <br />10. Don't be defensive or judgmental. <br />11. Don't be parental, join the resistance: You have a right to feel angry. <br />C. The De-Escalation Discussion <br />1. Remember that there is no content except trying to calmly bring the level of <br />arousal down to baseline. <br />2. Do not get loud or try to yell over a screaming person. Wait until he/she <br />takes a breath; then talk. Speak calmly at an average volume. <br />3. DO NOT answer abusive questions (e.g. "Why are all shelter volunteers <br />?)This question should get no response whatsoever. <br />4. Explain limits and rules in an authoritative, firm, but always respectfultone. <br />Give choices where possible in which both alternatives are safe ones (e.g. <br />Would you like to continue our discussion calmly or would you prefer to stop <br />now and try again when things can be more relaxed?) <br />5. Empathize with feelings but not with the behavior (e.9. "l understand that <br />you have every right to feel angry, but it is not okay for you to use abusive <br />language.) <br />6. Do not argue or trY to convince. <br />7. Wherever possible, tap into the person's cognitive mode: DO NOT ask "Tell <br />me how you feel. But: Help me to understand what you are saying to me". <br />People are not necessarily attacking you while they are telling you what they <br />want you to know. <br />8. Suggest alternative behaviors where appropriate e.g. "Would you like to take <br />a break and have a cup of coffee (tepid and in a paper cup) or some water? <br />g. Give the consequences of inappropriate behavior without threats or anger. <br />10. Trust your instincts. lf you assess or feel that de-escalation is not working, <br />STOP I You will know within 2 or 3 minutes if it's beginning to work. Tell the <br />person to leave, escort him/her to the door, call for help or leave yourself <br />and call the police.