Phase 1: Triggering event

Phase 1 is the initial triggering event which elicits the aggression. This event can be any number of things that are perceived by the client as threatening or frustrating. Some useful ways to avoid this primary phase include:

• Allowing the client personal space of up to six metres if possible.
• Avoiding standing over the client (e.g., if they are sitting, sit as well).
• Maintaining minimal eye contact (direct eye contact is confronting).
• Informing the client of anticipated delays.
• Keeping the environment relaxed, non-stimulating and non-stressful.
• Keeping your own posture and body language non-threatening (e.g., open stance and palms).
• Allowing the client to talk and be empathetic to their concerns.

Source: NSW Department of Health [431].