Approaching an upset person: body language and verbal communications.
The author, a leading innovator and trainer in the field of aggressive behavior management, focuses in this article on non-verbal and verbal signals which, he says, are the most widely used forms of communications. Nevertheless, he reports, these are the most often neglected areas of training by health care workers. Development of physical presence and communications skills alone could handle up to 98% of the incidents potentially requiring force, he claims.
Ouellette
Ronald W
RW
SAM Training, LLC, USA.
D000374:Aggression; D006282:Health Personnel / Q000193:education; D006801:Humans; D007398:Interpersonal Relations; D009633:Nonverbal Communication; D012637:Security Measures; D013060:Speech