What would be appropriate de-escalation skill

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Reference no: EM133652851

Question

D'Ann, from Customer Service, is working with Mr. Kelly to retrieve his lost billfold. While remaining calm, she has asked him to describe when he last remembers seeing it and get some details on who else in his family may have seen it or taken it with them. Mr. Kelly has now reached Step 4 on the Escalation Ladder by becoming verbally threatening. What would be an appropriate de-escalation skill to Step 4 for D'Ann to implement next? Interact as she would with any other patient Continue to build rapport while getting help from security Continue to be calm and clarify the situation Tell him she will contact his family to help clear things up.

Reference no: EM133652851

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