When a person exhibits behaviors at the Defensive level of the CPI Crisis Development Model?, what is the recommended staff approach? • Be supportive. • Use safety interventions. • Be directive and supportive.
The Correct Answer and Explanation is:
Correct Answer: Be directive and supportive.
Explanation:
In the CPI (Crisis Prevention Institute) Crisis Development Model, the “Defensive” level is the second stage in the escalation process. At this level, an individual begins to show signs of resistance and increased anxiety through nonverbal cues such as glaring, crossing arms, or verbally through questioning, defiance, and refusal to follow directions. The person is not yet physically aggressive but is beginning to challenge authority and test limits.
The recommended staff approach at this level is to be directive and supportive. This means setting clear, consistent boundaries while still maintaining a calm and respectful demeanor. Being directive involves giving clear, simple instructions that guide the individual toward appropriate behavior. At the same time, being supportive means understanding that the person’s behavior is often a reaction to internal stress or unmet needs. It is important to respond in a way that does not escalate the situation further.
Staff should avoid being confrontational or taking the behavior personally. Instead, they should focus on maintaining control of the environment and guiding the individual back to a calmer state. Using a calm tone of voice, non-threatening body language, and active listening skills can help de-escalate the situation. Additionally, providing choices when possible can give the person a sense of control, which often reduces defensiveness.
It is crucial to recognize the signs of the Defensive stage early to prevent escalation to more severe behaviors. The goal is not to punish but to redirect and de-escalate the behavior effectively and safely. By being directive and supportive, staff can intervene early, preserve the dignity of the individual, and maintain a safe environment for everyone involved.
