Whether an employee or a patient, there are tools and skills to develop to Increase the change of verbally de-escalating a situation.
Keeping a professional attitude can be a challenge, especially when a disruptive person is invested in lashing out or arguing rather than resolving a situation. Rational detachment is the ability to keep calm and stay in control of one’s behavior during an uncomfortable situation despite feelings of anger or frustration
How to support someone in a crisis:
Know the Warning Signs