Across
- 4. Saying "calm down" tends to do this to a situation
- 5. Telling Maria "I understand this is hard" is an example of this step
- 6. Offering two concrete next steps is part of this fourth step (two words, no spaces)
- 7. Giving Maria a choice between two options restores her sense of ____
- 10. The first step in de-escalation: notice emotional cues before reacting
- 12. Step two: give the person your full attention without interrupting
Down
- 1. Maria's primary emotion when she arrives at the nursing station
- 2. The setting where the Maria scenario takes place (two words, no spaces)
- 3. Staying calm yourself before responding is called emotional ____
- 8. "Tell me more about what happened" is an example of an ____ question
- 9. The final step: circling back to make sure the resolution held
- 11. Reflecting someone's feelings back to them shows this quality