Communication Models

L.E.A.P.S.

Listen (and Eye contact)

Be open and receptive
Hear all of what is being said not just what you want to hear
Show that you are listening e.g. eye contact, language, not fidgeting
Empathy not sympathy
Recognise the emotion displayed and check your understanding of it

Ask

Do you need more information?
In order to hear you the other person must listen, this demonstrates you are taking things seriously

Paraphrase

Put what you have heard into your own words to check understanding
What is the essential component of the aggressors message

Summarise

Be concise and to the point
Review what has happened
Suggest potential action

The 5 Step Appeal

Step one – Ethical Appeal

Ask the person to carry out the request (make clear what it is you want them to do or not to do)

Step two – Reasoned Appeal

Re-enforce the request and explain why you have made the request (example, you cannot do that because ...........)

Step three – Personal Appeal

Offer and present options (explain what could happen if they do not respond to your request)

Step four – Practical Appeal

This is the final appeal. Explain the consequences clearly (what will be the outcome of the resistance)

Step five – Action

This depends on the situation and the potential risk (example, treatment may be postponed until behaviour is modified)

C.U.D.S.A

C - confront the conflict
U - understand each other’s position
D - define the problem
S - search for solutions and evaluate
A - agree upon and implement the best course of action

Note: this model of communication may be more appropriate if used when the conflict only involves 2 parties.

Behaviours Patterns

Compliance - doing what is requested
Verbal resistance - verbally refusing to do what is requested
Passive resistance - ignoring the request
Active resistance - physically refusing to comply
Aggressive resistance - reacting with physical or verbal attack
Serious or aggravated resistance - serious attack, possibly use of a weapon

Impact Factors

This is a true story of a midwife in Southampton who was confronted with a husband who said that the hospital had told them that the baby was due on 6th October and as this was the date today he wanted it delivering immediately. The midwife told him why this was not possible and took him into a sideward to calm him down away from other patients. Once inside the man picked up a television and smashed it over her head.

Dealing with unpredictable behaviour

Anticipate
Think defensively
Keep your distance
Be aware of escape routes
Be aware of where others are
Be prepared to call for help
IF IN DOUBT LEAVE

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