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Subject Area
Improving conflict resolution skills
Focus
Problem solving approach
Simulation Title
An irate visitor in the restricted area
Introduction Theoretical Background Exercises Videos Role-play Cards Facilitator's Notes Extra Resources
1 . The primary goal of verbal de-escalation is to ensure compliance with hospital policies, even if the patient/relative remains upset.
2 . Using a calm and steady tone, setting boundaries can help to de-escalate a stressful situation.
3 . Active listening involves making eye contact, nodding and summarizing what the other person is saying.
4 . When practicing verbal de-escalation, it is acceptable to raise your voice if the family member becomes louder.
5 . Why is active listening important during a high-stress interaction?
6 . Which of the following is a common symptom of dementia?
7 . What is the first step when attempting to de-escalate a situation with an upset family member?
8 . Which of the following is an example of an empathetic statement?
9 . What should you do if a family member continues to argue about hospital rules, e.g. about restricted area, despite your de-escalation efforts?
10 . How does offering a solution, like scheduling another visit, help in de-escalation?