About this guide
This guide provides access to a number of resources related to de-escalation and responding to challenging situations. Use the sidebar menu on the left to browse information and find resources – such as publications, videos, and eLearning modules – to assist with your research and inspire continued learning.
Anti-oppressive and trauma-informed approaches to preventing and de-escalating conflict
It's not uncommon for service users, especially those with marginalized identities, to present or be perceived as "angry," "aggressive," or "hostile." While there may at times be valid worker safety concerns, it's important for child welfare professionals to apply an anti-oppressive and trauma-informed lens to their work and interrogate and problematize this perception of service users.
Analyses of service users' behaviours need to take into account the legitimate feelings of fear and frustration experienced by families when becoming involved with child welfare, as well as the hurt, pain, and trauma that marginalized service users feel when encountering the intersecting impact of oppressive systems. Failure to do so can result in child welfare professionals inaccurately assessing risk and over-using their authority, for example, by calling the police instead of using appropriate supportive and de-escalating techniques.
Other factors that can contribute to perceptions of service users as "angry," "aggressive," or "hostile" and the escalation of conflict include:
- Power differentials, which often play a role in conflict. Within child welfare, the imbalance between child welfare professionals and service users can make service users feel as though they have little recourse and can only exercise power by being uncooperative or confrontational
- Racism, classism, and other forms of oppression, which can shape the way marginalized individuals and groups are perceived and/or pathologize the way they express emotions. For example, a common stereotype is that of the "angry black woman"
- Miscommunications, which can spark or escalate unnecessary conflicts. Failure to ensure cultural safety and a lack of awareness of cross-cultural nuances of communication can put people on edge or make them feel threatened
- Trauma, including oppression-based trauma. For individuals who have experienced trauma, anger may be a common response and way of expressing their pain. Developmental and mental health issues can also impact behavioural and emotional regulation
Resources
- Communicating with clients who are angry [2017]Practice guide from the Social Work Reference Center (note: you have to be authenticated by OACAS’s library databases to access)
- Conflict resolution resource guide: A guide for residential care providers to respond to conflict using restorative practices [2017]This conflict resolution resource guide, funded by the MCCSS (previously the Ministry of Children and Youth Services), is intended to build the capacity of residential care providers to respond to conflict with residents in more restorative ways
- CPI's top 10 de-escalation tipsResource from the Crisis Prevention Institute outlining 10 strategies for responding to challenging behaviour in a safe way
- Crisis intervention and de-escalation techniquesResource for officers with the Crisis Intervention Team (CIT) program, a first-responder model of police-based crisis intervention training to help individuals with mental disorders and/or addictions
- Crisis intervention for adults using a trauma-informed approach [2017]A systematically developed, evidence-based best practice guideline from the Registered Nurses’ Association of Ontario with recommendations on how nurses and other professionals can provide effective trauma-informed crisis interventions
- De-escalation seriesInteractive learning modules and videos from the Registered Practical Nurses Association of Ontario
- De-escalation techniquesAdapted from a resource prepared by the National Association of Social Worker's Committee for the Study and Prevention of Violence Against Social Workers
- Managing clients who present with anger [2013]Resource from the National Association of Social Workers
- Out-of-Home Care Toolbox: Violence and aggressionResource for de-escalating a situation and preventing violence when working with young people. Includes information on the STAMP acronym for identifying the behaviours of a potentially violent person
- Safety first: Dealing with the daily challenges of child welfare [2002]Includes a section on assessing the potential for violence during visits (page 11) and preventing violence while with the family (page 21)
- Understanding agitation: De-escalationIn this simulation video, Scott Zeller, M.D. demonstrates verbal de-escalation
- Using trauma informed strategies to de-escalate classroom conflictPresentation slides with information on trauma and its impact on brain development and behaviour as well as strategies for supporting trauma impacted youth
