Special Considerations when Communicating with Potentially Violent Clients

• Maintain a heightened awareness of triggers of increased agitation. Signs associated with impending violence include:
• Verbal expression of anger and frustration
• Body language (e.g., threatening gestures)
• Signs of drug or alcohol use
• Presence of a weapon
• Violence often occurs during times when high interaction or high client or unit activity takes place, such as during meal times, personal care, increased physical activity, visiting hours, or client transport.
• Assaults may occur when limits are set relative to eating, drinking, alcohol or tobacco use; when service is denied; or when a client is involuntarily admitted.
• Avoid behavior that could be considered threatening or aggressive (e.g., loud talking, moving too quickly and hurriedly, touching, getting too close).
• Communication is aimed toward avoiding an escalating situation and defusing anger.
• Maintain a calm, unhurried approach.
• Keep messages simple, concrete, and brief.
• Acknowledge the client's feelings (e.g., "I know you are frustrated.").
• Minimize need for extensive decision making.
• Don't match threats.
• Don't give orders.
• Be alert and remain vigilant throughout the encounter.
• Don't isolate yourself with a potentially violent person.
• Make sure that others know you are entering the room of a potentially violent client.
• Keep an open path for exiting. Do not allow the potentially violent person to stand between you and the exit.
• If the situation cannot be defused quickly:
• Remove yourself from the situation.
• Call security for help.
• Report any violent incidents.