EMOTIONAL/BEHAVIORAL SYMPTOMS

  • Mild anxiety and tension; defensiveness; scanning the environment for threat cues; reduced communication; some sweating; mile shakiness; mild physical arousal.

APPROPRIATE VERBAL INTERVENTIONS

* “What is your name?”

* “My name is _________.”

* “You seem upset. Tell me what’s going on.”

* “How can I help?”

* “What is it you’re concerned about?”

* “It’s not unusual to feel so concerned. I’m sure I would feel the same way.”

* “Let’s go over here and sit down and talk about it.”

* “Let me get you something to drink and we’ll talk about it.”

* “How might we work this out?”

* “What would be most helpful right now?”

EMOTION/BEHAVIORAL SYMPTOMS

Moderate anxiety, heightened physical arousal; increased defensiveness; scanning area for defensive alternatives; evaluating consequences of threats and actions;

increased talkativeness (asking questions); aversion to physical contact (Don’t touch

me!); tightening of muscles, clenching teeth; urge to move about; growing resistance to direction.

APPROPRIATE VERBAL INTERVENTIONS

* Use diversion to redirect their attention.

* “Let’s get a cup of coffee.”

* “It’s difficult to cooperate with you when…. so please……”

* “This is a tough situation right now, so how about sitting down and discussing what our alternatives might be.”