Mastering Self-Talk, Crisis Response & Social Interaction

Posted on Mar 30, 2025 in Psychology and Sociology

Self-Talk Techniques for Development

Self-talk influences motor responses, physiological states, and cognitive development. It consists of internal instructions individuals give themselves to direct their actions. For example: “I will get to work.”

Objective

To teach effective self-talk strategies that enable rapid action by modifying the internal verbalizations used when facing challenging situations.

Applications of Self-Talk

  • Control inappropriate behavior
  • Manage anxiety
  • Control aggression
  • Ignore insults
  • Handle difficult situations

Phases of Self-Instruction

  1. Preparation for Provocation: Recognize potential negative consequences of aggressive responses. Example: “If I answer aggressively, it could lead to very negative outcomes.”
  2. Confrontation: Maintain self-control. Example: “I won’t gain anything by losing control.”
  3. Coping/Activation: Use calming techniques. Example: “If I take a deep breath, I can control myself.”
  4. Reflection: Acknowledge successful self-management. Example: “I got it. I handled that very well.”

Managing Crisis Situations Effectively

Phase 1: Planning, Observation & Safety

Prioritize your own safety:

  • Observe and counter presented threats.
  • Avoid turning your back.
  • Position yourself away from windows and stairs.
  • Be vigilant for nonverbal cues indicating potential violence.

Phase 2: Control, Reassurance & Calming

  • Provide firm, clear, concise, and concrete instructions.
  • Calm emotionally involved citizens using appropriate distraction and humor to ease tensions.
  • Raise your voice level progressively if necessary.
  • Temporarily ignore citizens who are highly agitated.

Phase 3: Information Gathering

Once the situation is calm, proceed with interviewing the involved citizens. Adapt your interviewing behavior based on the individuals you face.

Non-Directive Interview Procedures

  • Use open-ended questions.
  • Use closed-ended questions.
  • Paraphrase responses.
  • Reflect feelings.

Moderately Directive Interview Procedures

  • Employ selective attention and use silence strategically.
  • Encourage dialogue.
  • Use self-disclosures appropriately.
  • Utilize proximity effectively.

Highly Directive Interview Procedures

  • Use confrontation when necessary.
  • Make clear demands.

Phase 4: Conflict Resolution Methods

Negotiation

The agent suggests solutions to conflicting parties to help them reach agreements among themselves.

  • Listen carefully to both sides.
  • Try not to take sides; remain neutral.
  • Show understanding towards both parties.
  • Propose compromises.

Mediation

Help the parties make their own decisions regarding the solution.

  • Avoid suggesting specific solutions directly.
  • Verify the agreed-upon solution ensures commitment from both parties.

Arbitration

A decision is determined based on an objective standard, such as the law. Arbitration is typically more formal than mediation.

  • Consider the advantages and disadvantages of potential solutions.
  • Evaluate the potential effects of decisions.
  • Discuss decision-making with colleagues.
  • Clearly communicate the required actions to the citizen.

Developing Key Social Skills

1. Assertively Expressing Negatives

Nonverbal Communication

  • Maintain a listening posture, oriented towards the citizen.
  • Establish appropriate eye contact.
  • Maintain proper physical proximity.
  • Use selective eye contact if feeling pressured.

Verbal Communication

  • Listen to the request in its entirety without interrupting.
  • It’s important to be thoughtful; never apologize for the refusal itself.
  • It is advisable to accompany the refusal with an alternative, if possible.
  • The refusal must be firm but neither aggressive nor dismissive.

2. Effective Persuasion Techniques

Nonverbal Communication

  • Maintain eye contact.
  • Use friendly gestures.
  • Employ a soft voice volume and a slow pace.
  • Use appropriate physical contact sparingly, if at all.

Verbal Communication

  • Practice active listening.
  • Observe the interlocutor to empathize and understand their feelings.
  • Praise positive behaviors exhibited by the citizen.
  • Clearly express the behavior you wish them to modify.
  • Focus on the objective.
  • Explain the positive consequences of complying with your request.
  • Offer alternatives and be open to negotiation.

3. Delivering Constructive Criticism

Nonverbal Communication

  • Maintain a kind facial expression and gestures.
  • Use soft eye contact.
  • Employ appropriate intonation, voice volume, and pace.

Verbal Communication

  • Begin by praising positive behaviors or aspects, if possible.
  • Express your feelings constructively.
  • Utilize active listening throughout the interaction.