What is it?

When confronted with a family member or client who has lost control of their emotions or behavior, effective crisis management techniques can help you deescalate the situation while helping everyone involved stay safe.

Why does it matter?

Crisis Management offers ways for you to help others with respect and dignity. Using proper techniques and proven solutions can help family members or clients regain emotional and physical control without hurting themselves or others.

Practice strategies that work

The key to crisis management is to know that you can't control how others act or feel, but you can manage your response.  Here are 10 Crisis Management Tips:

1. Be Empathic and Nonjudgmental

   Do not judge or be dismissive of the person's feelings in distress. Remember that their feelings are real, whether or not you think those feelings are justified. Respect those feelings.

2. Respect Personal Space

   Be aware of your position, posture, and proximity when interacting with someone in distress. Allowing personal space shows respect, keeps you safer and tends to decrease a person's anxiety. If you must enter someone's personal space to provide care, explain what you're doing so the person feels less confused and frightened.

3. Use Nonthreatening Nonverbals

   The more a person is in distress, the less likely they are to hear your words—and the more likely they are to react to nonverbal communication. Be mindful of your gestures, facial expressions, movements, and tone of voice.

4. Keep Your Emotional Brain in Check

   Remain calm, rational, and professional. While you can't control the person's behavior, how you respond to their behavior will directly affect whether the situation escalates or defuses. Positive thoughts like "I can handle this" and "I know what to do" will help you maintain your rationality and calm the person down.

5. Focus on Feelings

   Facts are essential, but how a person feels is the heart of the matter. However, some people have trouble identifying how they feel about what's happening to them. Watch and listen carefully for the person's real message. Try saying something like, "That must be scary." Supportive words like these let the person know that you understand what's happening—and you are more likely to get a positive response.

6. Ignore Challenging Questions

   Engaging with people who ask challenging questions is rarely productive. When a person challenges your authority, redirect their attention to the issue at hand. Ignore the challenge, but not the person. Bring their focus back to how you can work together to solve the problem.

7. Set Limits

   As a person progresses through a crisis, give them respectful, simple, and reasonable limits. Offer concise and respectful choices and consequences. A person who's upset may not be able to focus on everything you say. Be clear, concise, and offer the most favorable choice first.

8. Choose What You Insist Upon Wisely

   It's important to be thoughtful in deciding which rules are negotiable and which are not. For example, if a person doesn't want to shower in the morning, can you allow them to choose the time of day that feels best for them. If you can offer a person options and flexibility, you may be able to avoid unnecessary altercations.

9. Allow Silence for Reflection

   We've all experienced awkward silences. While it may seem counterintuitive to let moments of silence occur, sometimes it's the best choice. It can give a person a chance to reflect on what's happening and how they need to proceed. Silence can be a powerful communication tool.

10. Allow Time for Decisions

    When a person is upset, they may not think clearly. Give them a few moments to think through what you've said. A person's stress rises when they feel rushed. Allowing time brings calm.