The Reality of Support Work
It happens fast. One minute everything is fine, and the next, your client is highly distressed, yelling, or becoming physically unsafe. Your heart rate spikes. What do you do?
What’s Actually Happening?
When a person escalates, their brain has entered “fight, flight, or freeze” mode. They are no longer processing logic or reasoning. They are overwhelmed, and their primary need is safety.
What Helps?
In the middle of an escalation, less is more.
- Reduce demands: Stop asking questions or giving instructions. Now is not the time for a learning moment.
- Give space: Step back. Give them physical room to regulate safely.
- Lower your energy: Keep your voice calm, your movements slow, and your face neutral. Your calm can help co-regulate their nervous system.
- Remove triggers: If the environment is too loud, bright, or crowded, try to reduce the sensory input or safely guide them to a quieter space.
Implementation Focus
Your Behaviour Support Plan will have specific de-escalation strategies for your client. Read them before your shift. Knowing exactly what to do when the pressure is on is the difference between a safe resolution and a crisis.
